Mar 26, 2020

Business Support Mgr 4/Research and Diagnostics (RAD) Strategy Execution

  • Wells Fargo
  • Columbia, SC, 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.
The Enterprise Customer Excellence Group brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.
The Complaints Data Analytics and Reporting team (CDAR) organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.
The Research and Diagnostics team (RAD) within CDAR is responsible for defining identification criteria and researching customer complaints that have the greatest potential for systemic customer issues and reviewing for potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, and identifies the root cause and presents their findings LOB leaders, control orgs and committees.
This Business Support Manager 4 will manage the team responsible for investigating and escalating issues and root causes identified through RAD team research, performing analytical research into customer complaints, developing triggers to focus complaint selection on more high risk cases. In addition, the team will be responsible for developing templates and workflow tools to help manage the workload of complaint research. The additional research will be a critical component to recommendations, governance and influencing overall strategy for the research teams. The role will present findings and facilitate discussion with governance representatives, LOB Control Executives, and Sr. Leadership.
Responsibilities include but are not limited to:
  • Manage complaints-related issues captured across all businesses, product types, risk types, geographic locations, regulators, and the three lines of defense, and must follow a standardized issue management life-cycle policy.
  • Manage a team performing highly complex activities related to business analysis, operation risk identification and identifying strategic solutions.
  • Compile all required documentation for population identification, to include data testing and validation, and work closely with business partners, quality review teams, independent quality review and downstream teams to ensure all required data needs are provided to ensure remediation for impacted customers.
  • Develop infrastructure to manage case research including template design, workflow management platforms and may be involved in build out of reporting tools, BI tools or other dashboards
  • Develop automated solutions in SharePoint or other workflow solutions to manage large date sets, research materials and templates
  • Provide credible challenge for corrective action development, development of interim controls, corrective action approval, and sustainability monitoring.
  • Challenge issue status updates, corrective action due date extensions, "at risk" determinations, interim control development for new due dates, and approval of issue due date extensions.
  • Synthesize data into a compelling story and influence Senior Leadership with recommendations to improve the customer experience.
  • Analyze highly complex issues and root causes related to customer experience, operation risk identification and identifying strategic solutions.
  • Promote and maintain a risk culture that encourages an informed, measured, disciplined, and balanced approach to understanding and managing risk.
  • Providing insights, developing strategies, performing analytical support and/or solutions regarding a wide array of business initiatives.
  • Establish relationships across the Enterprise Complaints Management Office.
  • Partner across functions, roles and sites as needed.
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.
**Preferred locations are as posted, other locations may be considered**

Required Qualifications
  • 6+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning
  • 3+ years of management experience

Desired Qualifications
  • Ability to synthesize complex analytical findings into executive level communications
  • Strong organizational, multi-tasking, and prioritizing skills
  • Ability to research, compile, and perform complex analysis on critical operational data
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
  • Ability to present complex material in a digestible, consumable manner to all levels of management
  • Ability to identify risk exposures and propose solutions
  • Strong risk management leadership skills
  • Strong analytical skills with ability to draw conclusions and translate findings
  • Excellent verbal, written, and interpersonal communication skills
  • Strong strategic and conceptual thinking skills

Other Desired Qualifications
  • 6+ years of experience with data analysis and documentation
  • Proven success in developing infrastructure, specifically to manage case research or a similar business process/function
  • Experience in developing or managing template design, workflow management platforms, the build out of reporting tools, BI tools or other dashboards
  • Ability to deliver results with speed and agility
  • Must be a self-starter with the ability to acquire new concepts and skills quickly
  • Experience establishing processes and procedures for operational risk efforts.
  • Demonstrated proficiency in identifying business improvement opportunities and driving completion of tasks, projects, and initiatives
  • Prior analytics experience or analytical skills with attention to detail and accuracy
  • Customer complaints management process experience

Job Expectations
  • Ability to travel up to 25% 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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