Operations Manager 4 (Recovery Collections)
Wells Fargo
24d 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 the Role

Responsible for directing and developing programs and policies for a line of business collections functions. Manages multiple regions within the collection area.

  • Participates with other senior managers to establish strategic plans and objectives. Creating initiatives / programs to support business goals and collections objectives;
  • analyzing service standards, market trends, and emerging issues to develop new business strategies; improving group performance;
  • directing other managers as needed to accomplish goals; managing implementation efforts; resolving complex problems or inquiries;
  • ensuring overall compliance with government regulations and company policies.


  • Manages one or more lines of business processes in the operations area ensuring transitions progress smoothly and process meets its agreed KRAs.
  • Responsible for creating and monitoring business goals for team that align to EGS goals and LOB expectations.
  • Interact and / or negotiate with senior level business partners in WF US and EGS.
  • Leads a team of Operations managers at OM 3 / 2 level.
  • Foster strong relationship with LOB leaders through regular & open communication.
  • May lead complex cross-enterprise projects resulting in enterprise wide implementation.
  • Ensure EGS people strategy is implemented with focus on growth and development needs of team members.
  • Ensure process is compliant with regulations of host country at all times.
  • Plan, Execute and Responsible for People, Process, Risk, Operational Excellence and other business goals.
  • Manage budgets at appropriate level . Manage senior Internal stakeholders including support groups.
  • Market Skills and Certifications

  • College graduate, any field
  • At least 10 years of relevant call center experience, voice process
  • At least 10 years management experience
  • With background in managing consumer credit servicing group from the financial / banking industry
  • Knowledge of collections state laws like FDCPA, Regulatory disclosures, TCPA, etc.
  • Amenable to work on the night shift and holidays.
  • APAC

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