About Wells Fargo India & Philippines
Wells Fargo India & Philippines is a critical component of Wells Fargo's strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo India & Philippines is primarily an extension of the technology, operations, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, and middle and back-end banking process solutions for a wide spectrum of Wells Fargo's needs. It currently has offices in Bengaluru, Chennai, Hyderabad, and Manila.
About this role:
Wells Fargo is seeking a Senior Human Resources Operations Representative who will be part of Global Delivery - Employee Care Team. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.
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In this role, you will:
- Support performance of less experienced staff and overall effectiveness of team; proactively provide feedback and present ideas for improving or implementing processes and customer support tools for human resources operations
- Perform complex business, operational and customer support tasks in support of initiatives within human resources
- Resolve escalated issues using technical knowledge and expertise to perform work, action requests, and achieve goals
- Interact with immediate team, functional area, and internal peers to provide guidance on human resources operations processes and deliverables
- Assist employees on human resources related issues providing complex policy interpretation
- Provide subject matter expertise and interpretation of procedures to less experience staff
- 4+ years of Human Resources operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Candidate must have at least 4 years of relevant experience in HR
- Must be an expert in Workday, ServiceNow or Contract Resource Tool
- Must have excellent problem solving and analytical skills
- Amenable to work on shifting schedule, mostly catered to US time
- Amenable to work on selected PH/US holidays
- Support performance and overall effectiveness of team, as well as cross-group administrative operations; proactively provide feedback and present ideas for improving or implementing processes and tools with human resources operations groups
- Perform or guide others on complex tasks and escalated issues that require planning, evaluation, and interpretation
- Independently prioritize work, provide day-to day work leadership, and mentorship to team on daily work, guidance, and resolution of issues
- Lead or contribute to implementation of new or revised processes and procedures that require coordination among human resources operations teams
- Provide guidance and subject matter expertise to team on training and work processes
- Serve as a resource to other departments on transaction structure, documentation, and company policies related to human resource operations
- Support customer queries for at least knowledge in all skills and able to utilize five core skills.
- Process complex or escalated and support processes of the team, including employee callbacks to address complex cases and addressing complaints.
- Provide quality and maintain process standards and adherence for Tier 1 level support or first contact resolution for customers using the Employee Care resources (i.e. procedures, knowledge articles, alerts, etc.)
- Provide team support (in-person or team chat).
- Provide timely coaching and documented feedback and support to specialists (quality and case management).
- Ensuring all queues are closed at EOD (if applicable).
29 Nov 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.