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Operations Manager 3 - Customer Service

Wells Fargo
10-13 years
Not Specified

Job Description

Job Description :
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. 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.
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.
Market Job Description
Manages small to medium units of nonexempt and/or exempt staff, typically through other managers or supervisors. Works independently with considerable latitude, managing various production initiatives and projects requiring coordination of resources, budgets and deadlines. Participates in review, recommendation and implementations of units operational systems and processes. Accountable for business unit financial performance.

  • Lead operations for a Voice Customer Service line of business. Desired candidate should have strong experience of running operations for a financial customer service. This includes management of bilingual team/s (Spanish Queue
    • Strong familiarity with Customer Service metrics (AHT, NPS, Resolution %, etc.
    • Responsible for creating and monitoring business goals for team that align to I&P goals and LOB expectations
  • Interact and/or negotiate with senior level business partners in WF US and I&P
  • Lead a team of managers
  • Foster strong relationship with LOB leaders through regular & open communication
  • May lead complex cross-enterprise projects resulting in enterprise wide implementation
  • Ensure I&P 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
  • Good understanding of Six Sigma, Lean, etc. and a track record of continuous improvement through usage of the quality tools
Required Qualifications:
  • 10+ yrs of management experience
  • 6+ years in a financial services and/or call center operations experience essential
  • Preferable with College Degree. Masters or Post Graduate Degree an advantage

Desired Qualification
  • 12+ years of operations experience
  • Ability to research, compile, and perform complex analysis on critical operational data
  • Advanced knowledge and understanding of operations policies and procedures
  • Ability to partner and coordinate with other functions on projects
  • Excellent verbal, written, and interpersonal communication skills
  • Drive initiatives and innovative projects

Market Skills and Certifications
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. 66337

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