Oct 18, 2019
Job Description About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,600 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 263,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune's 2019 rankings of America's largest corporations. Wells Fargo Payments, Virtual Solutions & Innovation (PVSI) The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively. Cards & Retail Services The Cards & Retail Services team helps customers achieve their financial dreams by providing a variety of products across the credit spectrum. We deliver industry-leading rewards, offers and benefits that recognize and celebrate our customers' relationship with Wells Fargo Our customers all have unique goals and dreams - whether preparing for a home improvement project, shopping for a new sofa or kitchen table or meeting healthcare and dental needs. Others just want a financial tool that allows them to make everyday purchases while earning rewards. Our team works together with groups across the company, including the bankers in our 6,200 banking branches, to provide financing in the form of general-purpose cards, co-branded cards and private-label and industry cards. Our team is over 4,000 strong, working in communities across the nation, and focused on doing our very best to help our customers succeed financially. The Role This senior level executive position reports directly to the head of Consumer Collections and Servicing and will be responsible for all non-customer facing servicing functions including but not limited to: account maintenance (monetary), account maintenance (non-monetary), records management, document management, credit bureau disputes/furnishing and debt validation. This leader will be responsible for leading and transforming the CCS team into a 'next-generation' operating model and performance culture. The leader will responsible for defining and driving improvements in operations performance to maximize economics, improving efficiency and effectiveness, and risk management while substantially improving Customer and Team Member experience. This leader will have responsibility across Wells Fargo's Card and Retail Services business, as well as Student Loan and Personal Lines and Loans, and Deposits products. S/he will lead a distributed team across multiple operations centers and locations and will have to manage significant complexity across a wide span of differing technologies. This leader will be responsible for: Leading the strategy, management and execution of account maintenance (monetary), account maintenance (non-monetary), records management, document management and debt validation operations within defined risk appetite, working closely with the lines of businesses, credit risk and finance partners. Drive the advancement of strategies to enhance efficiency of the business and improve customer experience through digitization, artificial intelligence, machine learning, data, technology advancements and online capabilities expansion. Capitalize on the combination of people plus technology to differentiate in the industry (e.g. Rapid Process Automation). Focus on simplifying large volume of manual processes to de-risk the business while implementing robust self-assurance processes Partnering to address all governance and control work, including Exam Readiness/ Execution and Quality Monitoring. Provide senior thought leadership and communication on high-profile internal and external exams. Drive process redesign and improvement efforts, for the sake of reducing operational risk, increasing efficiency, and improving the customer experience. Lead insights to create robust, stable, and highly-automated business intelligence platforms and insightful analysis. Creating initiatives/programs to support business goals and objectives; analyzing service standards, market trends, innovations and emerging issues to develop new business strategies; improving group performance; directing other managers as needed to accomplish goals; managing implementation efforts; resolving complex problems or inquiries ensuring overall compliance with government regulations and company policies. Serving as the "thought leader" (internally and externally) surrounding the trends, issues and opportunities associated with assigned functions listed above. Supporting and instilling desired company culture and values including improvement ideas within the CCS team, as well as the broader CRS and Wells Fargo organizations. Build and lead a diverse high performing and experienced management team and workforce supporting a culture focused on the customer where team members are skilled, engaged, empowered and can perform to their highest potential. The successful candidate will also work closely with other Senior Managers across Cards and Retail Services, Consumer Banking, PVSI and the Enterprise in the execution of business strategies and priorities. The Candidate The successful candidate for this role will demonstrate transformational change leader effective in building high performing teams focused on driving business results through leadership effectiveness and team member engagement; contributing to broad risk management strategy with a One Wells Fargo lens by living the vision and values of Wells Fargo. This collaborative leader must be capable of initiating action and managing change. It 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. Required Qualifications 10+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project management 8+ years of management experience Other Desired Qualifications A seasoned executive with at least 10 years of increasing leadership and management responsibility in the consumer credit card industry leading large distributed, multi-site operational teams Extensive experience in collections and back-office servicing Deep understanding of ever-evolving governance processes and regulatory environments with a strong track record and business knowledge in the financial services sector and subject-matter expertise as it pertains to banking laws and consumer protection regulations that apply to consumer lending. Strong interpersonal, influence and communications skills with demonstrated ability effectively operate in a maxtrixed organization and interact with a variety of contacts, to include virtual leadership experience and the ability to effectively manage and build relationships with leaders and team members in geographically dispersed environments. Proven ability to develop a large, diverse team across all levels of customer-facing supervisory and managerial roles. Must demonstrate ability to connect with, lead and inspire team members at all levels of the organization. Relationship building at senior levels and ability to drive decision making through a consensus building approach Analytic capabilities utilized to identify root cause issues/improvement opportunities, and designing approaches/programs/ products to address customer issues Demonstrated customer service orientation, both with external customers as well as internal company clients Demonstrated ability to effectively drive and lead organizational change Advanced knowledge of organizational procedures, operations and applicable compliance rules and regulations Excellent problem solving and analytical skills Excellent verbal and written communication and presentation skills Superior facilitation and presentation skills Personal Attributes: Beyond experience, the right personal style and attitude are critical to success in this role. Strategic Leadership - Creating and achieving a desired future state vision through influence on individual and group goals, reinforcements and systems. Results oriented with outstanding ability to motivate teams and mobilize the resources to accomplish objectives. A true team player and collaborator, translating prior knowledge and experience into strong and productive relationships internally and externally. Organizational Awareness - Having and using knowledge of systems, situations, pressures, and culture within the company to identify potential organizational problems and opportunities; perceiving the impact and the implications of decisions on other components of the company as well as the impact on investors, customers, and clients. 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, detail orientation and business acumen. A self-starter with a working knowledge of risk management fundamentals and policy creation. Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic. Able to effectively and constructively lead change in an organization. Locations: Beaverton, OR; Des Moines, IA; Sioux Falls, SD; Salt Lake City, UT; Roanoke, VA; Other Wells Fargo hub locations will be considered 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.
Sioux Falls, SD, USA