About this role:

Wells Fargo is seeking a Customer Service Director of Small and Business Banking Operations within Consumer and Small and Business Banking Operations. This leader will be responsible for leading a team of roughly 700 associates across multiple US sites and Manila.

In this role, you will:

• Lead/manage a team of contact center teams that support the Small and Business Banking Line of Business; which is part of Consumer and Small and Business Banking.

• Drive employee and leader engagement through virtual and onsite activities. Respond annually to the feedback from the Global Employee Survey

• Lead teams to deliver the highest level of customer service through tracking and managing a number of customer specific metrics including: Net Promoter Score, Service Levels, Issue Resolution and others as appropriate

• Manage a team of support associates who conduct research on account opening, customer advocacy and other critical client activities.

• Ensure consistent adherence to appropriate policies, procedures, and regulatory commitments.

• Partner with Enterprise Finance to handle financial accruals, budgets, and reporting

• Build and maintain relationships with key stakeholders across Wells Fargo, including with the Line of Business, Operations, Legal, Risk, Controls and Compliance.

• Identify opportunities and strategies for increasing customer service and satisfaction, profitability and efficiency of operations

• Lead and/or partner on a number of strategic programs in support of the evolving growth of Small and Business Banking; including digital strategies, client segmentation, the implementation of a new service platform and others

• Interpret and develop range of strategic direction, policies, and guidelines for customer service

• Collaborate with and influence more experienced management, key stakeholders, internal partners, managers, and all levels of professionals

• Manage allocation of people and financial resources for customer service

• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ years of Customer Service, Financial Services or Contact Center 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:

• 8+ years of Customer Service Contact Center experience

• 6+ years of experience in Small Business or Business Banking

• Superior strategic program management skills and experience and the ability to drive significant change in a high paced and dynamic environment

• Financial services experience

• Ability to manage in a matrixed organization environment

• Excellent verbal, written, and interpersonal communication skills

• Strong relevant audit, independent testing & validation, and/or controls experience

• Ability to leverage data to make effective business decisions

• Success in developing a vision, purpose and direction for a team and demonstrated success in carrying it forward as a visible leader

• Experience consulting with senior management and enterprise programs

Job Expectations:

Ability to Travel up to 30% of the time

Locations:

Charlotte, NC, Pheonix, AZ, San Antonio, TX, West Lake, TX

Posting End Date:

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.