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Business Systems Consultant Manager 4 - Dialer and Inbound COE Leader

Company: Wells Fargo
Location: West Des Moines
Posted on: August 10, 2019

Job Description:

Job DescriptionAt Wells Fargo, we want to satisfy our customers financial needs and help them succeed financially. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll 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 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. Our guiding principles are to start with the customer, move faster, and partner effectively.

The Business Systems Consultant Manager will lead a highly skilled team that is responsible for delivering outbound call center operations and customer engagement capabilities, analyses, insights, and decision strategies for our Customer Contact & Collections groups within the PVSI Organization. This leader will oversee a team of 4 direct reports and 30 total team members. The team supports Wells Fargo branded Credit Card operations, non-Wells Fargo branded Retail Co-brand and Private Label Card businesses, as well as, Personal Lines and Loan, Student lending and our Deposit overdraft businesses. The team is highly matrixed serving a large and diverse stakeholder group.

The Candidate:

The successful candidate for this role will demonstrate effectiveness in building high performing teams focused on driving business results through leadership effectiveness and team member engagement; contributing to the broad Customer Contact & Collections 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. The role demands a persuasive, effective communicator. It requires a leader with a strong background in industry leading dialer related technology, knowledge of various systems of record and technology process flows with strong relationship management, influencing, vision and execution skills. The leader needs to have strong communication/influencing skills (both verbal and written). Demonstrated expertise with understanding TCPA and other related regulations and developing strategies for proactively managing the risks and challenges. 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.

Specifically this leader will:


  • Lead a team that will design and deliver a myriad of Customer Contact & Collections customer engagement solutions, with key areas of responsibility in managing Dialer and Inbound Operations
  • Collaborate, build relationships and partner with a wide group of business and support leaders to ensure execution success across Cards & Retail Services ,Personal Lending Group and Overdraft Collections
  • Represent and own opportunities and corrective operating designs resulting from Compliance and Audit exams on behalf of the many client product groups served
  • Serve as the representative and subject matter expert for all supported lines of business for compliance and audit engagements in applicable disciplines
  • Act as the Subject-Matter-Expert in depositions and inquiries related to customer contact design and delivery
  • Advocate for mutually beneficial use of existing and emerging technology that results in customer engagement through responsible protocols by participating in industry forums and engaging regulating entities as needed
  • Ensure that customer engagement solutions are compliant with local, state and federal statute so Proven experience with outbound dialing technologies, successful system conversions, as well as knowledge of current and upcoming regulatory and state compliance rules

    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


      • 12+ years of information technology experience
      • 5+ years of management experience in a technology environment




        Desired Qualifications


        • Excellent verbal, written, and interpersonal communication skills
        • Ability to interact with all levels of an organization




          Other Desired Qualifications


          • 5+ years of Collections Management in a Contact Center environment
          • Experience using dialer technology as a workflow tool and integrated Outbound and Inbound VRUs
          • Demonstrated experience in working with and analyzing data between systems of record and various collections systems as well as being a champion of new ideas in the contact technology space
          • Experience in developing and integrating insights to Customer Contact & Collections activities to achieve performance optimization in Collections
          • Previous Strategic leadership creating and achieving a desired future state vision through influence on individual and group goals, reinforcements and systems
          • A strong and effective manager and leader, capable of attracting, mentoring, retaining and promoting talented and productive staff
          • Proven ability to collaborate with others, initiate action plans, manage change, make high impact decisions and complete challenging assignments
          • Possess strong oral and written communication skills with the ability to translate complex insights into relevant business discussions with diverse groups of leaders and organizations
          • Proven ability to develop and implement a strategic plan within a business and lead it to completion
          • A seasoned leader with progressive experience leading driving change and improving collections via a strong understanding of dialer technology & methods
          • A seasoned leader who embodies core vision and values
          • Experience managing and leading in a highly complex and matrixed organization
          • Excellent problem solving and analytic capabilities utilized to identify root cause issues/improvement opportunities, and designing approaches/programs to address those issues


            Job Expectations


            • Ability to travel up to 20% of the time




              Street AddressIA-West Des Moines: 7000 Vista Drive - West Des Moines, IA

              OR-Hillsboro: 10500 NE Walker Road - Hillsboro, ORDisclaimerAll 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 , Business Systems Consultant Manager 4 - Dialer and Inbound COE Leader, Professions , West Des Moines, Iowa

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