Business Procedure Writer 2
Wells Fargo
Manila Philippines
5d ago

About Wells Fargo

Wells Fargo & Company (NYSE : WFC) is a diversified, community-based financial services company with $2.0 trillion in assets.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.

com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy.

With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No.

25 on Fortune’s 2017 rankings of America’s largest corporations. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.

News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Operations, Risk Services and Knowledge Services.

EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website.

Department Overview

The Business Services team across locations provides processing and voice support and to enable a follow-the-sun delivery model for Wells Fargo that would help us service our customers faster.

Business Services teams perform bank operation processes across divisions of WF Home Lending, Wholesale Ops, Wealth & Investment Management (WIM), PVSI & Community banking.

About the Role

Partners with LOB subject matter experts to understand business needs as it relates to procedures. Drafts and / or updates moderate to highly complex business procedures.

Ensures procedures are compliant with Wells Fargo branding. Responsible for obtaining appropriate approvals from management and governance teams (ORM, RECOR, Legal) and may include facilitating certification process.

Reviews changes to business operations for potential impact to other operations / procedures. Follows established guidelines for organization and design of work.

Reviews regulatory changes or partners with regulatory change agents to proactively identify required updates. May maintain document library / manual / repository.

May update tables in appropriate systems and / or create basic process maps. May participate in establishing documentation guidelines.

May participate in procedure audits. Manages procedure timeline and pipeline. Provides guidance to less experienced procedure writers.


The business writer is responsible for creating, publishing, and maintaining one or more of the following documents :

  • Business procedures and / or processes,
  • Knowledge repository content
  • Training manuals
  • The specific and technical content of the said documents does not need to come from the business writer, but he is responsible for discovering them by observing and collaborating with various staff and management team members as well as researching existing documents, materials and other resources.

    Once procedure documentations he created are reviewed and signed-off, the business writer may also be asked to conduct procedure audits to ensure that they are being followed.

    The business writer may also be asked to help establish a formal documentation guideline to be used for subsequent documentation activities.

    Additionally, the business writer may also be asked to help supervise a team of speech analysts.

    Market Skills and Certifications

  • Bachelor’s degree in Journalism, English, Communications, or related field and at least four years of experience in technical writing, editing and / or training or any combination of equivalent experience and education will be considered.
  • Track record of analytical and problem skills.
  • Possess strong communication skills.
  • Proven ability to foster a collaborative work environment general understanding of policies and procedures.
  • Proficient skills with Microsoft Office Suite.
  • Expert in MS Word and PowerPoint
  • Ability to convey new information in a meaningful way in order for others to comprehend and perform their required job responsibilities.
  • Ability to comprehend program goals, objectives, and operations and to relate these to content analysis.
  • Ability to manage time effectively and ability to organize / prioritize.
  • Ability to promote excellent customer service.
  • Proven attention to detail and active listening skills.
  • Ability to work effectively in an individual and / or team environment.
  • Ability to prioritize assignments and work independently, with limited supervision.
  • APAC

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