Business Initiatives Manager

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: February 15, 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 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. The Enterprise Customer Excellence Group (ECEG) 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) within the Enterprise Complaints Management Office (ECMO) 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 Systemic Complaint Issues Review Group is comprised of leaders from the Enterprise Complaints Management Office, Business Groups, and control executive teams. They are responsible for reviewing findings and observations of the Research and Diagnosis Working team and evaluates potential issues, per the Issue Management Policy, to decide whether they should be referred to the issue management process for further review. Referred issues are logged in the issue management system of record with an accountable owner. Once the issue has been referred to the applicable issue owner, the Issue Management Policy prescribes how to evaluate and address the issue, including any customer impact. The Business Initiatives Manager (BIM) will lead a team who supports the Systemic Complaint Issues Review Groups as they review and decision appropriate issue management capture, accountability, and appropriate escalation of complaint customer harm analysis. Responsibilities include but are not limited to: Attending monthly calls consisting of various business partners and leaders across PVSI, Consumer Banking, Wholesale and WIM. Presents to executive management on findings and recommends strategies to implement changes and improvements. Utilizes thorough knowledge of the LOB's or business groups functional area or products to support and drive strategic initiatives for the business Establishes priorities and drives accountability for assigned initiatives, assisting to ensure solutions are designed, integrated and controlled to improve effectiveness, limit risk exposure and create efficiencies, as appropriate. Negotiation across multiple LOB's for SLA's and reporting Will oversee operation risk identification and identifying strategic solutions. Leadership of cross functional/virtual teams to strategize, plan and execute a variety of programs, services and initiatives that are significant in scope, complexity and risk. Provides leadership in the management of relationships and integration /implementation of programs/services/initiatives with cross functional business partners, recognizing the significance of competing priorities and strategies, and adjusting as necessary. Works with various business partners to obtain resources, influence outcomes, address conflict and ensure alignment with WF strategy /policies and business line objectives. Develops metrics and tracks/evaluates performance of programs, services and initiatives. Ensures plans/programs adhere to appropriate policies and regulations. 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 experience in one or a combination of the following: project management, implementation, or strategic planning 3+ years of leadership experience Desired Qualifications Ability to articulate complex concepts in a clear manner Ability to identify inefficiencies, opportunities to streamline business processes, and implement change Ability to manage complex initiatives Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment Ability to take on a high level of responsibility, initiative, and accountability Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, Access, and Project) skills Excellent verbal, written, and interpersonal communication skills Knowledge and understanding of complex regulatory/compliance issues and potential solutions Outstanding problem solving and decision making skills Strong analytical skills with high attention to detail and accuracy Strong time management skills and ability to meet deadlines Knowledge and understanding of Shared Risk Platform (SHRP) such as reporting and issue management Knowledge and understanding of Wells Fargo Enterprise Complaints Policy Ability to lead during times of ambiguity and change Job Expectations Ability to travel up to 20% 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.

Keywords: Wells Fargo Bank, West Des Moines , Business Initiatives Manager, Executive , West Des Moines, Iowa