Nov 19, 2019
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 prior to 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. Enterprise Complaints Management Office The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction. The Role The Enterprise Complaints Management Office is actively searching for qualified candidates to join an exciting new leadership team. This position, ECMO Portfolio & Product Design & Development Leader will lead a team responsible for end to end portfolio and product management in a Scaled Agile Framework and will report to the Head of ECMO Change Delivery under the ECMO Shared Services. He/She will be responsible for Demand Management, Multiple Programs/Program Managers and Release Trains, all ECMO business cases and IO processes. The leader will also be responsible Voice of the Customer, Voice of the Team Member, and supporting the ECMO in new product development. The teams managed will be responsible for direct and indirect product owners, and design thinking as well as user interface design. This leader will partner and collaborate with other leaders across the ECMO and lines of business to ensure the business best serves customers and our line of business partners. The leader will leverage voice of the customer and team member feedback to help drive results and priorities. Responsibilities Include: • Portfolio Operations & Demand Management o Lead the Agile maturity transformation and manage it to Scaled Agile Framework (SAFe) o Manage and supply the Agile Coaches to the teams o Develop and drive the guiding principles, practices, and roles needed to initiate and govern value streams and the programs that support them. o Coordinate portfolio level epic priorities through iteration and completion o Accountability for the collaboration and process for continuous strategic and investment alignments. o Maintains the portfolio canvas board inclusive of vision, solutions, people, inputs and outputs o Maintain and mature the demand management process from ideation to completion including communication, JIRA scoring, IO/Eco/GPMO steps, and assignment to teams o Coordinating the collaboration of value streams, supporting program(s) execution, and driver operating excellence o Creation and maturation of Agile-style dashboards that measures performance, forecasting of team/program burn-downs as well as Agile ceremonies for the ECMO • Program and Release Train Management o Create consistency across each ECMO program (PEGA, Compass, Advanced Listening, Future programs, and other project support needed to operate the ECMO o o Identify scope and schedule for technology and non-technology programs and projects for the ECMO o Manage the Agile Release Trains & Engineers who facilitate program-level execution, impediment removal, risk and dependency management as well as areas for continuous improvement (scrum or scrums) o Create and manage consistent sprint cadence for each team in a release train so that they stay in synch for integration and demos and limit latent issues or dependencies o Maintain the portfolio, programs, and scrum teams health o Consults with communications teams on newsletters, operating reviews, release announcements or other portfolio level coordination • Human-centered Design o Primary driver for ensuring customer and team member feedback is incorporated into strategic plans for investment to improve customer and team member experience and operational efficiencies o Accountable for supporting and driving ideation from Net Promoter System (NPS) across various business units that proactively identify potential systemic issues o Accountable for supporting and consulting with Customer Data, Analytics, & Reporting (CDAR) on quantitative and qualitative feedback from surveys, advanced listening or other channels for both customers and team members o Develop and maintain artifact governance for a Customer Engagement Model for the ECMO that connects to the Target Operating Model and Complaints Oversight and our capabilities o Design improved User Interfaces for Team Member workflow applications o Manage Listening Labs for ideation or workflow solutions o Facilitate and compile output from Design Thinking workshops of all types when needed at portfolio, programs, and scrum team levels. o Support EO Business Liaisons and Shared Service Account managers for developing improvement plans • Product Development o Provide support and direction for all product owners and teams (Scrum or Kanban) o Manage product owners for some programs and develop their agile maturity o Accountable for pressure testing work priority and breaking down Epics to Features and assigned to the right product teams o Responsible for what gets built in collaboration with the ECMP Product Team o Maintain transparency and clarity of team and program backlogs o Represent the customer and team member in strategic planning o Conduct and facilitate the routine Agile ceremonies The Candidate A mature leader with proven critical thinking skills and demonstrated operational credibility will be determining factors in selection. A 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. The candidate will have strong relationship management, influencing, vision, operational and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The candidate operates with a bias with a sense of urgency, passion for results, human-centered, and personal accountability for driving results. Specifically, we seek: • Leadership: Proven ability to establish and gain buy-in for an idea or vision, define stretch goals that are attainable and directly support business goals, and garner enthusiastic support across the organization to accomplish the goals. Proven they demonstrate critical, board thinking skills. • Problem Solving: Ability to visualize, articulate, and solve problems. Accurately analyzes complex issues, ensuring identification of underlying root causes. Demonstrates the ability to solve problems under conditions of uncertainty and ambiguity. Generates alternative solutions and expertly handles obstacles. • Professional Skills: Capable prolific communicator that is comfortable working with a wide variety of corporate executives, sales, marketing, engineering, operations, customers and business partners. Proven teamwork skills; excellent interpersonal, written and oral communication skills. • Creativity and Innovation: Able to think creatively and critically to identify opportunities to uniquely and effectively meet customer needs. Strong ability to assess market and competitive conditions and to develop creative, break-through approaches supporting improved customer experiences and operational efficiencies. • Analytical Thinking: Obtains and uses data necessary to identify opportunities or understand problems; uses quantitative techniques to make it actionable. 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 8+ years of product development and product management experience 8+ years of management experience Other Desired Qualifications Proven experience as a strategic platform leader - including the operational day to day requirements Deep experience or certification in SAFe Agile portfolio management processes Deep experience and certification in human-centered design and/or BIZBOK/business architecture Experience leading teams across multiple locations including managing managers, while exhibiting proven skills in teaching, coaching, mentoring and development of strong teams. Demonstrated success managing a team through organizational, transformational and cultural change with experience articulating examples of how they have effectively driven and lead organizational change through to successful execution. This leader can "connect the dots" across multiple business requirements. Strong partnership and collaboration skills across Wells Fargo - with proven ability to manage effectively in a matrixed organization, developing partnerships with many business and functional areas and identifying trends, which may present opportunities or reflect gaps in the business. Displays business process and technology leadership skills and experience associated with complex change initiatives. Proven success using quantitative techniques to turn data into actionable imperatives. Advanced knowledge of organizational procedures, operations and applicable compliance rules and regulations. Ability to exercise independent judgment and creative problem solving techniques and possess critical thinking skills. Job Expectations Ability to travel up to 25% of the time Disclaimer 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.
Charlotte, NC, USA