About this role:
The Investment Contact Center is seeking a Senior Securities Operations Specialist to drive transformation within the contact center by collaborating with key stakeholders as well as support and operational partners to plan and execute key business initiatives. This individual contributor will lead the assessment, planning, and implementation of business and strategic initiatives that vary in scope and complexity. In addition, this role will develop and execute strategic communication plans that support business change initiatives.
The ideal candidate will have working knowledge of the contact center environment and a passion for customer service. The role requires the ability to understand business impacts, drive implementation and change management plans, and turn complex topics into clear, written content aligned with business strategies. He or she must be able to pick up new subject matter quickly to write and develop employee and client communications, job aids, quick reference guides, and other content. This role is responsible for ensuring materials align with corporate and business policies, the Wells Fargo Writing Guide, and Wells Fargo brand standards.
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In this role, you will:
- Serve as a strategic consultant within the contact center that includes opportunity to improve client and employee experiences, reduce risk, grow the business, and deliver improved operational effectiveness and efficiency.
- Break down complex changes into simple, straightforward messages, narratives, and resources.
- Work collaboratively with key strategic partners to ensure consistent channel and customer experiences and to optimize messaging in ways relevant to both customers and employees.
- Lead or participate in moderately complex lifecycle operational tasks, challenges, and initiatives.
- Create and deliver compelling and persuasive presentation materials to effectively communicate change initiatives to all audiences from senior leadership to client-facing employees.
- Support tasks and act as a participant in large-scale planning and deliverables with the goal of implementing changes into the business; identify opportunity for process improvements.
- Review and analyze moderately complex operational tasks or challenges that require an in-depth evaluation of variable factors.
- Develop measures of success and track/evaluate performance of programs, services and initiatives.
- Lead by example; demonstrate excellent written and verbal communication skills and operational excellence.
- Be an agent for business change and transformation.
- Provide leadership to other consultants and analysts in the integration/implementation of programs/services/initiatives, recognizing the significance of competing priorities and strategies, and adjusting as necessary.
- Independently resolve moderately complex issues on a full process within a trade environment while leveraging solid understanding of the function, policies, procedures, and compliance requirements; may lead team to meet deliverables
- 4+ years of Securities Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Experience leading change initiatives
- Demonstrate thought-leadership, proactive consulting and active planning and execution
- Demonstrate expertise in all types of communications, presentations, and instructional communications, as well as experience creating and implementing communication plans and approaches
- Ability to articulate complex concepts in a clear manner
- Strong attention to detail, including accuracy in grammar and a sharp focus on eliminating errors
- Strong ability to manage multiple and competing priorities
- Strong collaboration and partnering skills
- Knowledge and understanding of contact center environments and associated technologies
- Knowledge and understanding of brokerage industry: products, services, operational policies, and procedures
- Knowledge and understanding of regulatory compliance requirements surrounding broker dealer roles and FINRA Rules
- Knowledge and understanding of Wells Fargo branding standards
- Advanced Microsoft Word and PowerPoint skills
- The role is a hybrid office/remote role, with the ability to work up to two days per week remotely.
- 550 S 4th St, MINNEAPOLIS, MN 55415
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.
This position is subject to FINRA Background Screening Requirements, including successful completion and clearing of a background check. Internal transfers are subject to comply with 17 CRF 240.17f-2 of the Securities Exchange Act of 1934 and FINRA Bylaws, Article III, Section 3, which states that Associated Persons should not be subject to statutory disqualification. Successful candidates must also meet ongoing regulatory requirements including additional screening and are required to report certain incidents.
Pay Range
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.
$73,100.00 - $129,900.00
Benefits
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
8 Oct 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.
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.