Business Execution Consultant

About this role:

Wells Fargo is seeking a Business Execution Consultant to support the Mediation Program and Specialized Customer Care and Resolution (SCCR) teams within the Customer Impact Assessment and Resolution Strategies (CIARS) organization. This role will partner with Mediation and SCCR leadership to develop, implement and execute initiatives focused on the resolution of customer impact across both mediation claims and SCCR call center inquiries.

CIARS reports into Enterprise Complaints and Remediations (ECR) in the Chief Operating Office (COO). The organization is comprised of five specialized customer impact resolution teams:  

• Enterprise Incident and Customer Accommodations Office
• Enterprise Redress Office
• Customer Impact Assessment and Remediation Intake
• Mediation Program
• Specialized Customer Care and Resolution

Each group is uniquely dedicated to ensuring that customer impact is cared for through the appropriate resolution strategy.

In this role, you will:

• Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives
• Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics
• Determine areas of strength or Business Execution opportunity within defined scope of work
• Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations
• Utilize independent judgment to guide moderate risk deliverables
• Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business
• Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business
• Collaborate and consult with leaders and executive management
• Oversee progress and pipelines for assigning initiatives

Required Qualifications, US:

• 2 years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Excellent verbal, written, and interpersonal communication skills
• Knowledge and understanding of telephony: technologies and functions in a call/contact center environment
• Ability to manage small to medium size projects or initiatives, from initiation through implementation
• Ability to motivate a team and lead strategic initiatives, collaborating across a large organization and multi-tasking as required
• Ability to identify potential operational issues and legal risks
• Risk and regulatory compliance experience
• Knowledge and understanding of operations support in a call center or operations center
• Knowledge and understanding of ever-evolving regulatory environments and governance processes
• Experience reviewing complaints and complaints data

Job Expectations:

• Only hiring in the locations posted on the role at this time
• Hybrid work schedule

Locations:

• 4101 Wiseman Blvd, Bldg 205, San Antonio  
• 260 Charles Lindbergh Dr, Salt Lake City
• 5201 W. Amelia Earhart Dr, Salt Lake City  
• 2850 S. Price Rd, Chandler
• 1525 W T Harris Blvd, Charlotte
• 401 S Tryon St., Charlotte
• 800 S Jordan Creek Pkwy, West Des Moines  
• 435 Ford R.d  St. Louis Park Minnesota

Posting End Date: 

*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.