Operations Manager 4
Wells Fargo
Manila, Philippines
4d ago

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.
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