HR Service Delivery Leader – Global Operations
Wells Fargo
Bangalore, Hyderabad, Makati, Manila, India, Philippines
5d ago

Market Job Description

Wells Fargo India and Philippines operates with a combined strength of 25,000+ of direct and vendor resources, providing enabling global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, Analytics and Corporate Functions.

Reporting to the Head of Enterprise Functions and functionally to the Head of HR Global Delivery, this position is responsible for overall management of the portfolio of HR services that WFIP offers to the Bank from across India and the Philippines.

This role will be based either in the Philippines or in Hyderabad, India.

This role requires experience in client / partner relations, HR service delivery (ideally of HR shared services or customer support services), technology enabled service design and process improvement, and people leadership across multiple countries.

Key aspects of managing the operation include, but are not limited

  • Understand the business goals and priorities of the respective stakeholders to deliver the same.
  • Establish effective communication with partners
  • Negotiate and manage deliverables involving diagnostic of the business requirements
  • Partner with stakeholders to identify opportunities for potentially new managed services
  • Continually identify and drive opportunities improvements in effectiveness, efficiency and experience
  • Develop and maintain a flexible and skilled resource base for provision of the service collaborating with colleagues for efficient resource management
  • Develop people and manage talent.Create opportunities for growth, both horizontal and vertical.
  • Design goals for team members in line with goals / objectives of the bank.
  • Manage Performance of team members and deal with poor performers.
  • Use Rewards and Recognition to motivate team members and encourage performance.
  • Improve team member engagement and manage attrition.
  • Market Skills and Certifications

  • Required to have 15-18 years’ experience in business operations, with last 5 7 years in senior roles leading large teams.
  • Experience with in-house centres and in leading HR Services would be a distinct advantage. Strong customer services experience would also be considered.

  • Must have good understanding of global trends and practices in HR Shared services.
  • Must be able to demonstrate true results in impacting business outcomes and must be an innovative leader.
  • Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
  • Takes ownership for responsibilities and for management of risk exposure
  • A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment.
  • Multi-cultural sensitivity a must.

  • Exhibits excellent problem solving and analytical skills
  • Demonstrated expertise in Project Management, Stakeholder Engagement, People Leadership, leveraging Technology and Quality.
  • Exhibits commitment to delivery of quality work products

  • Good understanding of Six Sigma, Lean, etc. and a track record of continuous improvement through usage of the above quality tools.
  • Experienced in process improvement and quality frameworks.

  • Required to have higher level degree in Business or HR (MBA preferred)
  • 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.
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