Operations Manager 4
Wells Fargo
Manila, National Capital Region, Philippines
3d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a leading global financial services company headquartered in San Francisco (United States).

Wells Fargo has offices in over 30 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients.

We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace.

Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience.

We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo.

It all begins with outstanding talent. It all begins with you.

Market Job Description

About Wells Fargo Philippines

Wells Fargo Philippines enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Operations, Risk and Compliance, Project Management, Finance & Accounting and Data Analytics.

We operate in Taguig City, Metro Manila.

Department Overview

Wealth & Investment Management (WIM) is one of the nation's leading providers of financial and investment services in the United States.

We offer a full range of products and services to meet clients' unique needs and help them achieve financial goals. Services include Brokerage, Comprehensive planning and advice, Estate planning strategies, Insurance, Investment management, Private banking, Retirement and Trust.

About the Role

Internally known as Operations Manager 4. Provide leadership, expertise guidance and operational oversight of a large operation.

Manages subordinate managers or teams. Has accountability for financial and operational performance. Develops and leads the center to exceed strategic initiatives and goals that could impact functions or activities outside the group.

Provide exceptional service and education to customers resulting in on-going customer loyalty and retention. The Operation Manager 4 will be a site manager of our Manila Retirement Service Center.

He / She will lead over 140 team members supporting our retirement participants with a focus on coaching, development, execution, time management and leadership and will have a measurable impact on business results through their leadership team and front-line team members.

This manager may also provide relationship management including conducting client site tours, responding to new business proposals and building strong relationships with sales, operations and relationship manager partners.

Responsibilities :

Oversee business center operations by establishing standards, directing and allocating resources & monitoring results

Manage team and site performance around service delivery, accuracy, service levels and first call resolution

Develop leaders that encourages ownership, accountability, risk, creativity, decision making & results to meet business strategies.

Create an environment that values others' contributions & inspires trust and respect between leaders and team members.

Provide leadership, guidance, participate in or sponsor projects / workgroups to move business unit initiatives forward w / active involvement based upon project role.

Create business continuity plan, ensure all details are updated timely and lead execution of plan for respective location as necessary.

Disseminate information regarding decisions, plans & initiatives

Establish & maintain effective working relationships w / business partners & staff in order to identify & understand customer & business unit needs & objectives

Work closely w / risk, compliance, audit & legal partners as necessary to achieve satisfactory ratings on all internal / external audits.

Resolve escalated issues of a sensitive or critical nature. Use creativity, problem-solving and in-depth product knowledge to negotiate solutions and act as a liaison w / customers as needed

Monitor advances in the contact center and financial services industry, implementing business processes and / or technology applications that improve our ability to build long term, profitable customer relationships.

This includes technology advances, process improvements & reward / recognition programs.

Performs other duties as deem necessary as delegated by senior leadership

Market Skills and Certifications

Desired Qualifications :

Bachelor's degree or equivalent

8-10 years related work experience

Must be highly knowledgeable of contact center operations, products, legal and regulatory issues affecting contact centers and the financial services industry

Requires excellent analytical, problem solving, verbal and written communication, organizational / management, leadership, interpersonal, and negotiation skill

Must have the ability to handle customer escalated situations appropriately and work with people at all job levels

Travel may be required.

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.

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law.

We comply with all applicable laws in every jurisdiction in which we operate.

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