Operations Manager - customer serviceWells Fargo International

65527BR
Operations Manager - Customer Service
Operations
Manila
Philippines
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.
Market Job Description
Responsible for the overall operational performance of a large functional or geographical segment of the company. Operations represent moderate financial risk and performance has some impact on the group and possibly the company. Typically manages middle managers.
Participates in the implementation of long-term strategies, policies and technological advancements. Develops and implements strategies for own segment. May be known as an in-house authority for technical, operational and/or processing functions that impact other groups, areas or activities.
Manage large team of people and accountable for the overall operational performance of one or more lines of business, within the Operational segments of Wells Fargo India & the Philippines (I&P) with a span of control of 7-10 FLMs and 350-700 indirect team members.
Roles/Responsibilities
Leading Operations for the Voice Customer Service line of business. Desired candidate should have strong experience of running operations for a financial customer service. This includes management of bilingual team/s (Spanish Queue)
• Responsible for creating and monitoring business goals for team that align to I&P goals and LOB expectations
• Interact and/or negotiate with senior level business partners in WF US and I&P
• Leads a team of managers
• Foster strong relationship with LOB leaders through regular & open communication
• May lead complex cross-enterprise projects resulting in enterprise wide implementation
• Ensure I&P people strategy is implemented with focus on growth and development needs of team members
• Ensure process is compliant with regulations of host country at all times
• Plan, Execute and Responsible for People, Process, Risk, Operational Excellence and other business goals
• Manage budgets at appropriate level
• Manage senior Internal stakeholders including support groups
• Good understanding of Six Sigma, Lean, etc. and a track record of continuous improvement through usage of the quality tools
Market Skills and Certifications
Required Qualifications:
15+ yrs of management experience
10+ years in a financial services and/or call center operations experience essential
Preferable with College Degree.
Masters or Post Graduate Degree an advantage.
Desired Qualification/s:
15+ years of operations experience
Strong background in handling Customer Service Account (experience in handling back office support is an advantage but not required)
Ability to research, compile, and perform complex analysis on critical operational data
Advanced knowledge and understanding of operations policies and procedures
Ability to partner and coordinate with other functions on projects
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.
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.
Region
APAC
Location
Metro Manila, National Capital Region