About this role
Wells Fargo is seeking a
Lead Business Execution Consultant
This consultant will play a key role in Performance Management Transformation efforts and be responsible for assisting in the design, development, deployment, and ongoing improvement of the Performance Management program.
This role will work in conjunction with Business Performance Management Leaders and the CCaaS (Contact Center as a Service) program to develop and deploy the target state tools, processes, routines, and reporting as part of the Quality & Performance Management team in Global Operations. This role will work to help define and deploy the capabilities required to deliver a best-in-class Performance Management Program across all Wells Fargo Contact Centers. This includes areas such as governance, execution, analytics, ongoing improvement, and automation opportunities across the Performance Management landscape.
In this role, you will
- Collaborate with various operations teams to understand data and reporting requirements to streamline processes
- Perform assessments through fact finding and analysis of data to offer insight to complex issues, and develop appropriate solutions or recommendations
- Collaborate and consult with members of the Technology Business and CCaaS performance teams and team leaders to drive strategic initiatives for data, analytics and reporting across performance management.
- Assist in the creation and monitoring of performance management metrics and reporting.
- Create & Leverage data to assist in analysis for identification of key opportunities to pursue
- Support the development and implementation of new automated reviews that use system of record data to determine in whole or part the evidence of compliance for a target population of records.
- Collaborate and consult with leaders, business partners and project teams to understand business needs and opportunities.
- Develop custom presentations and/or reporting to share with senior leaders
Required Qualifications
- 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following work experience, training, military experience, education
Desired Qualifications
- Ability to translate and summarize complex data into understandable, actionable information and recommendations
- Ability to negotiate, influence, and collaborate to build successful relationships
- Ability to grasp complex business issues quickly, recommend solutions, and drive for resolutions
- Understanding of enterprise contact center data, enterprise data lake, use case development with business and technology partners, data strategy background, experience, performance system of record and data stores for transactional business processes.
- Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
- Excellent verbal, written, and interpersonal communication skills
- Ability to be flexible and adjust plans quickly to meet changing business needs
- Experience in contact center operations
- Performance management experience
- Reporting and analytics experience
- Process design, process improvement experience
- Experience working with process automation
- Tolerance of ambiguity / self-starter / takes initiative
- Experience in financial services operations
- Experience with various contact center solutions, preferably Verint, Alvaria, Five9, and Intradiem
Job Expectations
- This position is not eligible for Visa sponsorship.
- This position offers a hybrid work schedule.
- Willingness to work on-site at stated location on the job opening.
Posting Location
- Charlotte, North Carolina
Posting End Date
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in USAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Candidates applying to job openings posted in Canada Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
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Disability Inclusion at Wells Fargo
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