Mar 26, 2020

Retention Initiatives Leader (Strategic Planning Manager 2)

  • Wells Fargo
  • Minneapolis, MN, USA

Job Description

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.
Home Lending
Wells Fargo Home Lending is the largest home mortgage lender and servicer in the U.S., funding one of every nine loans and servicing one of every seven loans. In 2018, we helped 582,000 homeowners purchase or refinance their homes, and we provide mortgage servicing for more than 8 million customers. NeighborhoodLIFT, CityLIFT, and HomeLIFT are distinct programs that complement each other with a common purpose to create sustainable homeownership. In recent years, Wells Fargo has announced diverse lending commitments to increase homeownership in the African American and Hispanic communities.
The Role
This role will lead a team that will be accountable to drive improvements in current customer retention for Home Lending and Wells Fargo Enterprise customers. The leader will develop, manage and influence large, cross-functional initiatives across community bank, marketing, Retail sales, and operations to drive improvement in current recapture rates for existing Wells Fargo Home Lending customers and capture of existing Wells Fargo Enterprise customers for their next mortgage transaction.
This position requires strategic thought leadership, deep understanding of P&L for mortgage originations & servicing, complex problem solving, analytical mindset and core influencing capabilities to drive overall improvements in our customer retention performance.
This role will have among its principle responsibilities the following:
  • Lead monthly Retention operating review with Home Lending leadership team by collaborating with Retail sales, Marketing, and Fulfillment operations to align on key initiatives, progress update/status, expected outcomes and timeline.
  • Establish expectations and standards/framework for initiative tracking, measures of success, and frequency of updates with functional business partners to drive overall awareness, alignment, and performance improvement.
  • Represent Home Lending needs in leading prioritization efforts and process related changed required for associated Technology, Data Infrastructure, Process improvements and other Enterprise-level efforts to provide insights and business rationale (Personalization initiative, Data lake, Salesforce, etc.) and drive improvements in Home Lending's retention performance.
  • Lead cross-functional teams comprising of Sales, Marketing, Operations, Change Delivery, and Business Insights to develop and implement strategic initiatives to improve retention and capture performance.
  • Leverage current insights/analytics to understand root causes of poor performance at a customer segment, geography/market, and in-process stage to prioritize and align on resources.
  • Lead and align with Centralized sales and operations leadership teams on development and implementation of specific strategies to improve retention and capture performance through this platform.
  • Collaborate with sales site leaders, sourcing performance optimization leader, and pull-through performance improvement leader to implement initiatives for Enterprise customer segment, Third Party Origination customer segment, Retail customer segment, LMI/Diverse segment, and First Time Home Buyer segment.
  • Develop value proposition strategies at a specific customer segment level and implement associated sales execution plans in a close partnership with Centralized sales site leaders by leveraging business insights, competitive position at a local/regional/national level, and current capacity in sales/fulfillment operations.
  • Develop crisply articulated responsibilities as well as associated KPIs for consistent and predictable performance outcomes for teams and sales sites. Lead ongoing, continuous monitoring of performance and KPIs along with any adjustments/changes in implementation required in the operating model for overall improvement in customer experience and customer retention performance.
The Candidate
Leadership and credibility will be determining factors in selection. Successful candidates will be articulate and possess a demonstrated leadership capability; they will be impressive in their inter-personal effectiveness and with regard to their accomplishments. This role requires a leader with strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.
*Other locations to be considered
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications
  • 7+ years of strategic planning experience
  • 3+ years of management experience

Other Desired Qualifications
  • Seasoned operations leader in consumer lending and/or financial services leading cross-functional teams.
  • 5+ years of experience in strategic planning, management consulting, transformation management leadership.
  • Experience in complex problem solving through data analyses, change management, operational process reengineering.
  • Deep understanding of P&L for mortgage originations and servicing.
  • Analytic capabilities utilized to identify root cause issues/improvement opportunities, and designing approaches/programs to address those issues.
  • Demonstrated customer service orientation, both with external customers as well as internal company clients.
  • Demonstrated ability to develop and execute strategies which capture opportunities to serve multiple customer/client segments in multiple markets (both mature and emerging markets).
  • Demonstrated ability to effectively drive and lead organizational change.
  • Demonstrated aptitude to quickly comprehend key financial leverage points to develop opportunities to expand product lines and increase market penetration.
  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Personal Attributes:
Beyond experience, the right personal style and attitude are critical to success in this role. This Leader will be recognized as:
  • A true team player and collaborator, translating prior knowledge and experience into strong and productive relationships internally and externally.
  • A respected business partner who adds value to the broader team.
  • A strong and effective manager and leader, capable of attracting, mentoring, retaining and promoting talented and productive staff.
  • An impeccable reputation for integrity, accuracy, consistency, big picture orientation and business acumen.
  • A self-starter with a working knowledge of risk management fundamentals and policy creation.
  • Goal minded and able to motivate a team and mobilize the resources to accomplish objectives.
  • Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.
  • Able to effectively and constructively lead change in an organization.

Job Expectations
  • Ability to travel up to 20% of the time


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.



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