Operations Supervisor
Wells Fargo
Manila, National Capital Region, Philippines
9h ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best.

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. Learn more at our International Careers website .

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.

About the Role

Internally known as Loan Administration Supervisor, the Operations Supervisor is responsible for supervising staff, providing resolution and customer service for both internal and external customers.

May manage research and escalation function and / or a larger, more complex group. Duties may include supervising workflow and quality of representatives, overseeing resolution to complex calls, working with management team to identify problems and improve customer service levels, interfacing with other Bank departments / vendors to resolve problems, communicating company policy, procedures and practices, making employment decisions and setting performance standards, training and coaching staff, conducting performance evaluations, performing financial, product and / or business case analysis and completing projects as assigned

Responsibilities

Leads and Manages a team of LSSs (Loan Servicing Specialists) in the execution of operational activities (i.e. taking calls, addressing customer issues / queries and others)

Provides necessary action items, coaching, mentoring, monitoring and assistance to ensure that all financial metrics are met and or exceeded by the team members.

Provide positive and constructive feedback on what individual team members need to do in order to attain their daily targets.

Handles escalation from LSSs as exercising discernment on whether or not the individuals are capable of handling complex customer calls.

Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.

Prepares reports on team level performance and cross checks this with their overall metrics for the account / program.

Motivates and inspires agent to perform better by formulating and implementing regular team activities.

Increase effectiveness of TMs and tools by recognizing opportunities for development and proactively creating process improvement strategies and structures

Coordinating the pre-screen and interview process during the hiring, as needed.

Market Skills and Certifications

College graduate / Bachelor's degree, any field

At least 3 to 5 years of relevant experience as a supervisor, coaching / managing a team.

Loan administration experience is an advantage. Experience in home mortgage is preferred.

Good team management skills, problem solving skills, time management skills.

Must be able to adapt to assignments quickly. Ability to manage multiple tasks under pressure. Ability to manage time and meet or exceed all deadlines.

Working knowledge of MS Excel, MS Word; Microsoft Access is preferred

Experience with MSP, Imaging and Content Management Platform (ICMP) and other mortgage related applications is preferred.

Previous Risk and / or Analytical experience is an advantage.

Demonstrate strong negotiation, communication & presentation skills

Amenable to work on the night shift, shifting schedules, and holidays.

Amenable to work in Mckinley Hill, Taguig City

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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