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Operational Risk Consultant 4/Enterprise Complaints Management Office (ECMO)

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: February 16, 2020

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 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, Operational Risk, 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 ECMO has an excellent opportunity for an Operational Risk Consultant 4 to partner with many business functions such as Operations, Shared Services, Legal, Compliance, Audit and Operational Risk teams.This opening is for an Operational Risk Consultant 4 responsible for issue management activities spanning the Enterprise Complaints Management Office and operations, including:

  • Consumer Products and Services
  • Consumer Lending
  • Business to Business/Wholesale and Wealth and Investment Management
  • Third Party Service Provider/Escalated Customer Centralized Intake
  • Enterprise Complaints Management Office and Line of business complaint operationsThe person selected for this role will be responsible for the following areas of Issue Management within the Executive Complaints Management Office:
    • Primary focus is providing issue management support and oversight on issues originated from Independent Risk Management, Audit, WFAS and Regulatory driven issues
    • Managing, monitoring, and overseeing adherence to the Issue Management policy and procedures
    • Managing engagement and interactions with Wells Fargo Regulatory Relations, Group Regulatory Relations, WFAS and the Enterprise Testing group.
    • Position will provide oversight and work with assigned ECMO business units to provide operational risk expertise, consultation and support for issue management process with moderate to high risk assigned issues.Primary Responsibilities will include, but are not limited to:
      • Developing, implementing and monitoring risk-based programs to identify, assess and mitigate any operational risk that arises from inadequate or failed internal processes, people, systems or external events, while maintaining a balance between risk mitigation and operational efficiency.
      • Provide oversight to an operational risk program.
      • Work with complex business units and provides operational risk expertise and consulting for projects and initiatives with high risk.
      • May provide systems security consulting on complex issues.
      • Dsigns and develops testing strategies, methodologies and analyses; evaluates the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; analyzes business and/or system changes to determine impact, identifies and assesses operational risk issues and assigns risk ratings consistent with established policy standards. ? Consults with business to develop corrective action plans and effectively manages change.?
      • Reports findings and develops business cases to influence senior management on the need for controls to mitigate risk.
      • Manages and/or coordinates production of periodic operational risk performance reports for senior management, including trend analysis and recommended strategies.
      • May provide guidance to less experienced consultants.Locations: 1525 West W T Harris Blvd, Charlotte, NC or 800 South Jordan Creek Parkway, West Des Moines, IA.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.
        • Depending on the volume of applications received, this job posting may be removed prior to the indicated close date.?? If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo Bank.

          Required Qualifications
          • 6+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 6+ years of IT systems security, business process management or financial services industry experience, of which 3+ years must include direct experience in compliance, operational risk management, or a combination of both

            Desired Qualifications
            • Advanced Microsoft Office skills
            • Excellent verbal, written, and interpersonal communication skills
            • Strong analytical skills with high attention to detail and accuracy
            • Ability to interact with all levels of an organization
            • Ability to articulate complex concepts in a clear manner

              Other Desired Qualifications
              • Experience and interaction with regulators and internal audit functions
              • Proven communication and collaboration skills across various levels of senior management and others at the executive level, dealing with complex ideas and solutions
              • Excellent organizational and time management skills with the ability to process multiple tasks simultaneously
              • Experience in one or more of the following areas: Complaints management, Consumer Products and Services, Business to Business/Wholesale, Wealth and Investment Management, or Third Party Service Provider Management
              • Meaningful knowledge across the enterprise risk management framework, including: risk identification, risk appetite and strategy, risk-related decisions, processes and controls, risk analytics and governance
              • Ability to collaborate, influence and consult strategically across a large organization and with various levels of leadership/stakeholders
              • Capability of working in a rapidly changing, highly complex matrixed environment
              • Strong knowledge of the financial services industry, products, and regulatory environment
              • Proven leadership with the ability to drive successful execution of business initiatives
              • Experience with SHRP, the Issue Management Policy, and Corrective Action management
              • Strong knowledge of the Wells Fargo risk framework highly desired



                Salary Information
                The salary range displayed below is based on a Full-time 40 hour a week schedule.

                NC-Charlotte: Min: $80,500 Mid: $115,000
                IA-West Des Moines: Min: $80,500 Mid: $115,000


                Street Address
                NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
                IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA


                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.

Keywords: Wells Fargo Bank, West Des Moines , Operational Risk Consultant 4/Enterprise Complaints Management Office (ECMO), Administration, Clerical , West Des Moines, Iowa

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