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Business Liaison Consultant 2 - Complaints Shared Services

Company: Wells Fargo Bank
Location: West Des Moines
Posted on: March 20, 2020

Job Description:

Job DescriptionImportant 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. We value and promote diversity and inclusion in all aspects of business and at all levels. Success comes from inviting and incorporating diverse perspectives.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 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 Roles:The Enterprise Complaints Management Office is actively searching for qualified candidates for exciting individual contributor roles that will be a part of the Complaints Shared Services team within the EMCO. The roles will be critical to the implementation of the EMC Program and the on-going change management and governance within the ECM Office. These are highly visible roles that play a huge part in helping us build a better Wells Fargo. The opportunities exist in the following areas:ECMO Skills-Progression/Career Pathing Program (SKY Program) Support development of strategy/approach Develop implementation approach and timeline Provide oversight and tracking of program adherence (governance) Conduct change management activities Identify impacts to existing training & learning opportunitiesECMO Projects Represent Shared Services Operation Support on various projects Analyze impacts Engage the appropriate SSOS leaders & team members for input/resolutionDrive the SSOS Intake Process including prioritization of work In general, the Business Liaison Consultant 2 is a senior level professional who can lead major cross functional initiatives with little management intervention. Partners with implementation consultants, analytics consultants, project managers and operations analysts in the successful implementation of project planning, solution preparation, and measurement of initiatives that are highly complex and strategic in nature. Liaises with key business partners, providing subject matter expertise on a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives. Provides thought leadership bringing concepts and ideas to fruition. Ensures all initiatives are in alignment with WF goals, strategies and policies. Provides requirements, tools, direction and oversight to project/initiative team members to ensure standards are met. Manages competing priorities and strategies by adjusting and negotiating with leadership. Leads strategy and process development initiatives. Establishes framework for assigned business operational reviews and suggests oversight strategies. Has the ability to influence outcomes and manage conflict. Will track and evaluate the performance of initiatives that have been implemented.Required Qualifications5+ years of experience in one or a combination of the following: business operations, implementation, or strategic planning; or 2+ years of legal experience which includes the review, evaluation and response to agency, law firm, or regulatory inquiriesDesired QualificationsExperience leading enterprise wide implementationsAbility to work across multiple lines of business leading large scale initiativesAbility to think strategically, implement, and deliver business objectivesStrategic planning experience in translating leadership vision into executable strategies and initiativesAbility to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goalsAbility to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team membersKnowledge and understanding of Wells Fargo Enterprise Complaints PolicyKnowledge and understanding of the banking industryStrong relationship management skillsStrong attention to detail and accuracy skillsExcellent verbal, written, and interpersonal communication skillsOther Desired Qualifications Ability to ?connect the dots? across multiple business requirements. Strong partnership and collaboration skills with proven ability to manage effectively in a matrixed organization, developing partnerships with many business and functional areas and identifying trends, opportunities and gaps in the business. Ability to exercise independent judgment and creative problem solving techniques and possess critical thinking skillsJob ExpectationsAbility to travel up to 20% of the timeStreet AddressIA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IANC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NCMN-Saint Louis Park: 435 Ford Rd - Saint Louis Park, MNDisclaimerAll 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 Liaison Consultant 2 - Complaints Shared Services, Professions , West Des Moines, Iowa

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