Operations Manager 5Wells Fargo

The Enterprise Complaints Executive Office is accountable for driving execution of the Wells Fargo Complaints Management Policy through available customer channels. Escalated Complaint Executive Offices work in tandem with the LOB Executive Complaints offices to assure consistency and continuous alignment on policy and procedure requirements, as well as, change management and quality/risk reviews. They collaborate on relevant complaint metrics and identify ways to deliver continuous improvement opportunities. They lead and advise business leaders on capacity and risk matters, specifically those designed to control high risk complaints at both the line of business and enterprise level.
The Operations Manager 5 will be responsible for:
Managing complex department/functions, typically through other managers, who are responsible for responding to executive resolution inquiries, maintenance, or complaints regarding products and services requiring special handling.
Duties may include: developing and monitoring service standards and goals; performing service and product analyses; improving group performance; providing information and consultation to management; coordinating staff, budget, and resources to provide quality service; resolving complex issues or inquiries; ensuring unit meets government regulations and company policies; hiring, training, developing, and retaining a diverse workforce.
Leading and developing high performing employees to meet or exceed business goals and/or objectives, while fostering a team atmosphere. May also have a limited number of specialized individual contributor direct reports.
Acting as an advisor to staff to meet schedules or resolve technical or operational problems.
Frequent contact with equivalent level managers and represents department to senior management both onshore and at India & Philippines
Developing and administering budgets, schedules, and performance standards for the group.
Managing a diverse team who support multiple types of executive resolution transactions and case reviews within multiple inventory types in a functional area.
Providing direction ensuring that quality standards are maintained and identifying solutions to correct problems.
Becoming actively involved in daily operations only when required to meet commitments or to resolve complex problems.
Advising subordinates on complex issues and problems regarding their reviews, documents and processes.
Representing department to mid-level management.
Conducting independent and objective supervision within the quality group, ensuring strong and appropriate service, compliance and operational behaviors, activities and practices are followed while providing guidance, consultation and advice on performance trends, triggers and results, including direction, leadership and guidance to ensure successful implementation and execution of ECMO initiatives/ practices relating to controls and efficiencies.
Leading a team of professionals and subject matter experts in executing key operational objectives throughout the group and develop resource plans to determine required budget and staffing to fulfill the group's responsibility.
Understanding the risks that are present in their area of responsibility and evaluate the effectiveness of managing those risks.
Market Skills and Certifications
Job Family
Operations
Region
APAC
We Value Diversity
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
Leadership Expectations at Wells Fargo
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.
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Wells Fargo

Metro Manila
Permanent
Full-time