Operations Manager
Wells Fargo
Manila, Philippines
3d ago

About the Role

Internally known as Operations Manager 1. Supervises day to day operations for an operational unit and / or staff. Under management guidance, supervises nonexempt staff to ensure effective delivery of services.

Provides training, performance evaluation and coaching. Implements processes to maximize efficiency of operations.

Job Responsibilities :

Primary (80% of the time)

  • Directly manage / supervise / mentor teams
  • Foster team work. Maintain & improve team morale and motivation
  • Support in process expansion, staffing and new hire training
  • Take a lead role in developing and implementing best practices
  • Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures
  • Develop metrics to measure growth and performance of the department
  • To analyze and interpret complex data and create Business Mis
  • Ability to communicate well with US counterparts in virtual environment and build relationship with business partners (internal & external stakeholders)
  • Conduct business / performance reviews
  • Assistance on any transitions
  • Develop team members for next roles in the hierarchy
  • Flexibility to work in shifts, business travel (if required)
  • Open for lateral opportunities as per the business requirements
  • Delegate tasks, continuously learn from the environment and support peers / TMs
  • Ability to manage multiple tasks under pressure
  • Secondary (20% of the time)

  • Is able to see visible / not-so-visible patterns and connections in data / scenarios for the processes related to one’s environment
  • Utilizes simple improvement tools, draws on past experience and looks at system level changes
  • Seeks intense learning experiences through formal means
  • Ability to connect with LOB partners on conference calls / understand updates etc.
  • Ability to initiate production / quality projects (six sigma / kaizen) for improving performance of the section
  • Training, auditing, MIS reporting, generate process improvement / IDEA / Best Practice for self and team
  • Market Skills and Certifications


  • B.A. / B.S. College Degree (4 years)
  • 3-5 years BPO / KPO experience with min 2 year people management experience
  • 3+ years of financial services industry experience
  • Process based certification will be applicable post the process training
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Leadership experience including; coaching, training, and mentoring
  • Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change
  • Ability to exercise independent judgment to identify and resolve problems
  • Ability to interact with all levels of branch associates and business units
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Excellent verbal, written, and interpersonal communication skills
  • Outstanding negotiating, conflict management, and decision making skills
  • Intermediate Microsoft Office skills
  • Strong attention to detail and accuracy skills
  • Leadership skills
  • 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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