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Operational Risk Manager 2 - W. Des Moines, IA

Company: Wells Fargo
Location: West Des Moines
Posted on: June 13, 2019

Job Description:

Job Description
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.Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.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 Ops Risk Manager 2 will be responsible for managing the development, implementation and monitoring of a risk-based program for a business or large functional area with moderate to high risk to identify, assess and mitigate operational risk that arises from inadequate or failed internal processes, people, systems or external events. May provide oversight to a comparable area. Maintains a balance between risk mitigation and operational efficiency. Works with and influences operational risk and business management to identify, formulate and implement operational risk policies, procedures and controls for the respective business and/or functional area. Provides operational risk expertise to business projects and initiatives and participates in the development of risk rating systems. Ensures coordination and communication within the business, with other business units, the Law Department, Internal Audit and external agencies as necessary. Works with business line and/ or functional management to resolve issues and address deficiencies to mitigate risk. Oversees preparation or prepares responses to customer inquiries/complaints. Prepares management reporting. Manages budgets and a team of consultants/ specialists.Duties also include:

  • Monitoring pre/post operationaI risk reviews on complaints to ensure adherence to service IeveIs and quality standards.
  • Reviews include assessing appropriateness of research and documentation performed by the Executive Office team member, to assess appropriateness of written response or verbal response. Review may include quality control reviews of complaint taxonomy elements.
  • The reviews also include assessing regulations on a case based on the voice of the customer. In addition, review includes assessing the potential for remediation and regulatory impact after research is concluded.
  • Process may also assist the Executive Office with various escalation questions and reviews outside of the high risk process and post review process.
  • Identifying risks and/or gaps through trending analysis and report results to stakeholders.
  • Create and maintain executive level monthly reporting to demonstrate status, results, trends and areas of focus.
  • Build and sustain relationships with peers, Executive Office and business partners.
  • Provide project support and consultation as needed.
  • Manage a team of Operational Risk Consultants and be responsible for the overall management (hiring, training, development, coaching, engagement, feedback & corrective action).
  • Manage budget and capacity planning to ensure appropriate staffing based on forecasted complaint volumes.
  • Provide subject matter expertise when developing procedure and job aid updates as the process continues to evolve and the complaint system continues to be enhanced.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.The positions will be located in W. Des Moines, IA.Please note: job posting may close early based on volume of applicants.

      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 4+ years must include direct experience in compliance, operational risk management, or a combination of both
      • 2+ years of management experience, or 3+ years of leadership experience

        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 articulate complex concepts in a clear manner
        • Highly refined and professional verbal and written communications
        • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
        • Experience building partnerships and consulting effectively with leadership

          Other Desired Qualifications
          • Experience in working with or in a complaints department
          • Previous experience in servicing and operation teams
          • Beyond experience, the right personal style and attitude are critical to the success in this role
          • Strong analytical and critical thinking skills to determine root cause and make recommendations to prevent further issues
          • Knowledge of company policies, procedures, legal and relative federal regulatory requirements
          • Demonstrated ability to prioritize and deliver quality work under tight time lines

            Street Address
            IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA


            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, West Des Moines , Operational Risk Manager 2 - W. Des Moines, IA, Executive , West Des Moines, Iowa

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