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Head of Payments Monitoring and Support

Wells Fargo

Wells Fargo

Customer Service
Charlotte, NC, USA
Posted on Thursday, July 4, 2024

The Role

The Payment Services Operations Head of Payments Monitoring and Support will lead, operate, and optimize the Payments Monitoring, Payments Production Support and Liquidity Operations functions. Responsibilities include but are not limited to:

  • Proactive Monitoring of Payments to ensure every transaction is flowing through the end-to-end payment’s ecosystem, on time for our clients. Assessment of current capabilities and roadmaps and development of requirements, enhancements (and overall roadmap) to processes and procedures to improve these capabilities. Includes leading (including the identification of resources/SMEs from partner teams) the end to end current state data flow documentation.
  • Execute Incident Management to quickly assess impacts to clients, communicate to all key stakeholders and manage the incident to closure as quickly as possible. Assess current people, processes and procedures, interactions with partner team and then build roadmap to improve based on VOC from all key stakeholders and lessons learned
  • Plan and improve Platform Resiliency through the development of roadmaps that mitigate risk, improve up time and minimize impacts to clients.
  • Execute Production Support to operationally manage key payment platform processes . Assess and optimize current people, process and technology that are needed to execute this function. Assess synergies with other team that perform this function across Enterprise, develop TOM.
  • Execute Liquidity Operations in support of the Corp Treasury team, ensuing key CHIPS, Fed accounts are monitored and maintained. Assess synergies with other team that perform this function across Enterprise, develop TOM.
  • Additional Responsibilities include:
    • Define and automation key operational measures that reflect the value to our clients, employees and shareholders and align to the risk and control operational risk key risk indicators.
    • Identification and solutions for gaps in target state and roadmaps by individual functions/values streams. Creation, alignment and execution of a multi-year year roadmap to achieve the target state
    • Ensure there are consistent operational, end to end, top down operational run books that demonstrate strong and complete command the people, process, technology and data ecosystem for each function

This leader will have strong Executive presence, leadership skills, the ability to approach business problems with creativity, and who works in an inclusive and influential manner to empower the broader team. The leader will have the ability to quickly assess complex problems, identify the key decision makers that have to be involved, distill and document the problem and action in easy-to-understand terms (executive summary) actions that need to be taken and risks involved. In addition the leader will need to identify, engage and develop relationships with senior stakeholders across WF, prioritize topics that need to be reviewed and agreed upon with the right stakeholders to constantly improve WF’s ability to proactively monitor payments and quickly recover from incidents.

This person will be delivery focused and will partner with our team of high-performing professionals to enhance efficiency, productivity, and effectiveness. They will translate strategy into actionable steps for execution and take a hands-on approach, working with key partners to ensure execution risks are identified and addressed. They will need to develop and manage a streamlined set of routines to create, document and maintain the intellectual capital.

Required Qualifications:

  • 15+ 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
  • 5+ years of management experience
  • BS in Finance, Computer / Data Science or other analytical discipline


Desired Qualifications:

  • MBA
  • 15+ year experience in large financial services organization
  • Experience in transforming while operating a critical function.
  • 10+ years experience with Payment functions
  • 5+ years experience with large scale Technology platforms
  • 10+ years experience in operational excellence (DMAIC approach to problem solving and implementing continuous improvement for the Customer)
  • 10+ Years experience in engaging and communicating with senior leader
  • 5+ year experience in driving change at large organizations Top tier Strategy and/or Management Consulting experience
  • Prior Experience as a Transformation leader driving change across an organization
  • Extensive experience within financial services industry, and preferably will have worked in a similar role.
  • Strong organizational and administrative skills, with a focus on delivery management.
  • Strong multi-tasking capabilities.
  • A clear and concise communication style that can simplify the complex and ensure a common understanding can be quickly reached.
  • Confidence to meet with the most senior leaders of Wells Fargo and represent Wholesale Operations.
  • Strong analysis skills to get to the core of issues.
  • High EQ to help influence a broad constituency of stakeholders.

Posting End Date:

13 Jul 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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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.