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Operational Risk Manager 3 - Research and Diagnostics Team

Company: Wells Fargo
Location: Sioux Falls
Posted on: February 15, 2020

Job Description:

Job DescriptionImportant Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll 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 Enterprise Customer Excellence Group brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.The Complaints Data Analytics and Reporting (CDAR) organization falls under theEnterprise Complaints Management--Office--(ECMO) and is accountable for Data, Analytics, and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning, and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant, advanced analytical and technological capabilities to understand, predict, manage, resolve, and report customer dissatisfaction across the company.The Research and Diagnostics team (RAD) within CDAR is responsible for defining identification criteria and researching customer complaints that have the greatest potential for systemic customer issues, and for reviewing for potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, identifies the root cause, and presents their findings to LOB leaders, control orgs, and committees.The Operational Risk Manager 3 will manage the team responsible for consolidating across multiple lines of business and performing additional research on customer experience.--The additional research will be a critical component to recommendations, governance, and influencing overall strategy for the research teams. The role will present overall findings and facilitate discussion with governance routines as well as Senior Leadership.Responsibilities include but are not limited to: Manage complaints-related issues captured across all businesses, product types, risk types, geographic locations, regulators, and the three lines of defense, and must follow a standardized issue management life-cycle policy. Provide reasonable challenge for corrective action development, development of interim controls, corrective action approval, and sustainability monitoring. Challenge issue status updates, corrective action due date extensions, "at risk" determinations, interim control development for new due dates, and approval of issue due date extensions. Synthesize data into a compelling story and influence Senior Leadership with recommendations to improve the customer experience. Perform highly complex activities related to customer experience, operation risk identification, and identifying strategic solutions. Establish processes and procedures for operational risk efforts. Promote and maintain a risk culture that encourages an informed, measured, disciplined, and balanced approach to understanding and managing risk. Provide insights, develop strategies, perform analytical support and/or solutions regarding a wide array of business initiatives. Establish relationships across the Enterprise Complaints Management Office. Partner across functions, roles, and sites as needed.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.**Location: Preferred locations are as posted, other locations may be considered**Required Qualifications8+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 8+ years of IT systems security, business process management or financial services industry experience, of which 4+ years must include direct experience in compliance, operational risk management, or a combination of both3+ years of management experienceDesired QualificationsAdvanced Microsoft Office skillsExcellent verbal, written, and interpersonal communication skillsStrong analytical skills with high attention to detail and accuracyAbility to articulate complex concepts in a clear mannerAbility to synthesize complex analytical findings into executive level communicationsStrong organizational, multi-tasking, and prioritizing skillsAbility to research, compile, and perform complex analysis on critical operational dataAbility to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are importantAbility to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team membersAbility to present complex material in a digestible, consumable manner to all levels of managementOther Desired Qualifications Ability to deliver results with speed and agility Self-starter with the ability to acquire new concepts and skills quickly Demonstrated initiative to identify business improvement opportunities and drive completion of tasks, projects, and initiatives Prior analytics experience or analytical skills with attention to detail and accuracy Customer complaints management process experienceJob ExpectationsAbility to travel up to 10% of the timeDisclaimerAll 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, Sioux Falls , Operational Risk Manager 3 - Research and Diagnostics Team, Executive , Sioux Falls, South Dakota

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