About this role:

Wells Fargo is seeking a...

In this role, you will:

• Provide vision and set direction for strategic cross-border and international multi-business line initiatives
• Drive growth in revenue and the international footprint through the identification of synergies with Business Execution companywide
• Provide thought leadership to develop and implement strategic solutions to highly complex and potentially companywide business challenges through optimization of resources
• Analyze and develop business execution solutions to address complex international business challenges
• Lead a team of managers to develop long-term strategies, policies, and process advancements for the purpose of operational excellence and process efficiency in order to achieve business objectives
• Collaborate with and influence management regarding significant trends and issues, and recommend appropriate strategies or actions
• Drive, manage, and support internal communications and forums to encourage and enable collaboration and cultural evolution initiatives, as required or directed by the Chief Executive Officer and Chief Operating Officer
• Manage allocation of people and financial resources for Business Execution
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management experience

Desired Qualifications:

• A seasoned senior leader demonstrating progressive responsibility in leadership positions with strong product development skills with customer & digital leadership experience, including contact centers
• Experience leading large-scale business and technology transformation programs in a banking environment
• Ability to understand operational impacts of technical decisions; able to translate to both technical and non-technical teams
• Functional understanding of key areas of contact center operations and key technologies
• Proven change leader with the ability to drive multiple work streams at once as an “influencer”, and drive for results; contact center and or operational experience a plus
• A background and passion for talent development and models the value of an inclusive workplace
• Demonstrated understanding of contact centers/call center operating environment.
• An effective senior leader with experience in corporate strategy, and/or management consulting at established firms in related practice areas is desired.
• “Roll up your sleeves hands- on” leadership style with strong bias for action.
• Demonstrated experience in customer-centric design/ journey mapping & current technology practices (Agile, Cloud Computing/SaaS, Analytics & Data Management, etc.) is desired.
• Effective decision-making/critical thinking/problem solving skill that is execution-focused and results oriented.
• Strong relationship management and proven leadership skills, with solid conflict management, negotiation and organizational effectiveness techniques with senior business leaders.
• Strong written and oral communication skills to support compelling business cases and the case for change across all levels of the organization.
• Self-directed, results driven, and comfortable with ambiguity; i.e.; comfortable taking a vague initiative and creating a definitive plan.
• Strong influencing skills within a complex, matrixed environment; able to gain support and cooperation and build effective business partnerships with all levels of team members to achieve results without direct organizational control.

Job Expectations:

• Travel as needed

The Role

The Contact Center Modernization Leader will be responsible for leading the enterprise-wide modernization program designed to move Wells Fargo to an industry leading Customer service model. The Contact Center modernization program is a multi- year initiative spanning across the enterprise including, Consumer & Small Business Banking (CSBB), Credit Card and Merchant Services (CRMS) Wealth and Investment Management (WIM), Auto and Home lending and other enterprise functions with a focus on modernizing technology infrastructure and enabling consistency to drive improvements in customer experience and operational effectiveness.

This leadership role will be a highly visible position responsible for partnering with senior leadership and 3rd party vendors to build a servicing model that drives continuous simplification and improvement of the customer experience. The candidate must be proficient in building a product centric organization that delivers business value. This leader will work closely with the operational, technology, and business leaders across Wells Fargo to deliver on that vision.

The Contact Center Modernization Program Leader will lead teams including but not limited to:

• Legacy IVR, Call Routing & Telephony product teams responsible for the delivery of features in the legacy platform.
• Contact Center Modernization Program Team responsible for migration of legacy solutions to cloud-enabled contact center as service (CCaaS) solutions for consumer facing and internal contact centers.
• Performance Management: Responsible for partnering with the Quality Assurance teams to ensure necessary tools and processes are in place for effective employee coaching/documentation and to enable immediate and ongoing training and development.
• Workforce Management & Optimization: Will partner with resource planning teams and HR to ensure proper call center planning tools and processes are in place to efficiently and effectively staff internal contact centers.
• Data Analytics & Reporting: Responsible for contact center data, reporting and analytics transformation, call routing implementation and execution.
• Quality Control and Assurance: Will work alongside key partners to evolve the current approach to QA and QC to ensure adequate risk management processes are in-place to support the overall CcaaS program.

In this role, you will:

• Assume full oversight responsibility for the CCaaS modernization program, including day to day execution management across product teams and the Project Management Office (PMO) team, which includes:
  • Partnering with contact center and functional leaders to shape objectives and approach to overall program and individual projects.
  • Managing relationships and expectations of all organizational stakeholders – bank executive leadership, Line of Business (LOB) contact center leadership, Wells Fargo technology teams and Program staff.
  • Working with critical internal teams, including Risk, Regulatory, Finance, Group Portfolio Delivery, Enterprise Change Management, Controls and Compliance.
  • Identifying cross-functional dependencies and interactions between projects, product teams, and partner across groups to in support sequencing and prioritization.
  • Framing complex business decisions, program interdependencies, and business/technology tradeoffs.
  • Developing a measurement system to enable performance evaluation of the program and its related initiatives.
  • Ensuring program issues and risks are managed in an effective and efficient manner.
  • Overseeing dotted line or matrixed teams to deliver on program objectives and goals.
  • Managing program business case, budget and reporting partnering with finance team.
• Define and execute an effective operational readiness and change management plan to ensure successful migration of operational contact centers teams to new solution minimizing disruption to business, agents, and end-customers.
• Partnering with Transformation and Operations leaders and Operational across the enterprise to understand the current operating models, identify opportunities to streamline and improve both for short-term and long-term opportunities.

Pay Range

$173,300.00 - $359,900.00

Posting End Date:

14 Jun 2024

*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.