Control Director Electronic & Voice Communications Surveillance jobs at Wells Fargo in Philippines, Maypajo

In this role, you will:

• Support customers and ways to improve inquiries or issues from customers with empathy regarding financial products and services through a variety of channels such as phone, text, chat, video chat and other lines of communication in a fast-paced, high-volume environment
• Interact with customer service team and perform moderately complex customer support tasks
• Manage risk by following all policies and procedures and staying abreast of changes to them
• Advocate for digital services such as online delivery of statements and other documents, eSign paperwork, and any other digital opportunities, as needed
• Receive direction from customer service supervisor and escalate non-routine questions

Required Qualifications:

• 2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Must have at least 2 years of College (no back subject) or its equivalent.

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Manage and develop multiple specialized teams of less experienced managers and professional individual contributors with focus on delivering highly complex tasks and risk services for cross functional stakeholders, internal partners associated with the function or affected by its outcome

• Work with senior management to develop and execute business plans

• Integrate efforts of cross department initiatives with core business objectives

• Identify opportunities and strategies for process improvement and risk control development within the Operations management functional area

• Provide expertise on managing the most highly complex technical and operational processes with cross-group impact

• Lead Operations management team by making strategic decisions to resolve highly complex issues to meet higher risk deliverables

• Interpret and develop range of policies and procedures relating to Operational management area

• Collaborate with and influence functional team on the operational processes and initiatives

• Provide training and guidance to less experienced staff

• Manage allocation of people and financial resources for Operations

• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 4+ years of management or leadership experience

Desired Qualifications:

• Candidate must be a graduate of a bachelor’s degree or higher (MBA is an advantage)

• Candidate must have 8+ years of lending experience with years of managing US residential mortgage -credit underwriting, processing, closing functions at scale

• Candidate must have 4+ years of management experience in an executive function / position

• Must have an in-depth understanding of Home Lending processes - Mortgage production: origination, applications, processing, underwriting, closing, funding

• Candidate having underwriter credit authority in the past is preferred

• NMLS Safe Act Mortgage Loan Originator (MLO) License

• Candidate must be willing to work within US hours at Taguig City

Job Expectations:

• In this role, you will serve as one of the most senior leaders for Home Lending in the Philippines, fostering a world-class culture, attracting top talent, shaping strategic direction, and driving execution across multiple operational functions to deliver best-in-class customer service.

• As a transformational leader, you must demonstrate strongrelationship-buildingand negotiation skills with senior global business partners to champion premier customer experiences.

• Senior-level experience or exposure to global Change Management, Program Management, or Solutioning is preferred to support and advance our operational strategy.

• Exceptional communication, planning, and organizational skills are essential to thrive in a fast-paced, dynamic environment.

• Outstanding verbal, written, and interpersonal communication abilities are required to develop and elevate talent across the location.

• Proven experience in building and scaling high-performing teams, designing workflows, and optimizing operational models.

• Ability to champion excellence in Customer Experience, Controls, and Profitability, with a focus on delivering measurable impact.

• Manage and develop multiple US residential underwriting, processing, and closing teams of less experienced managers and professional individual contributors with a focus on delivering highly complex tasks and risk services for cross-functional stakeholders, internal partners associated with the function or affected by its outcome

• Engage LOB partners at a strategic level for HLO Retail

• Work with senior management to develop and execute business plans

• Identify opportunities and strategies for process improvement and risk control development for the functional area

• Operations management functional area

• Provide expertise in managing the most highly complex, technical, and operational processes with cross-group impact

• Lead Operations management team by making strategic decisions to resolve highly complex issues to meet higher risk deliverables

• Conceptualize, agree and drive strategies to add value to the business

• Provides leadership in theintegration/implementationofprograms/services/initiativeswith cross functional business partners, recognizing the significance of competing priorities and strategies and adjusting as necessary

• Interacts with leadership and stakeholders in India and Stateside to establish strategic plans and objectives for Home Lending Operations

• Interpret and develop a range of policies and procedures relating to Operational management area

• Provide training and guidance for less experienced staff

• Manage allocation of people and financial resources for Operations

• Develop and guide a culture of talent development to meet business objectives and strategy

• Excellent Spoken and written communication skills

• Proactively engage with internal bank stakeholders, third parties, settlement agents via telephone to gather necessary information, documentation, clarify information & resolve underwriting conditions

• Ability to conduct clear and customer centric telephone conversations to explain underwriting decisions, documentation requirements and next steps in the mortgage process

• Effectively handle both inbound and outbound calls maintaining high levels of responsiveness and timely follow ups

• Demonstrate active listening skills to accurately capture information and address concerns.

• Maintain accurate call logs, documenting key points and outcomes of the telephonic conversations for audit purposes

• Collaborate cross functionally with Underwriting, Processing, closing & Sales teams for seamless communication and customer satisfaction

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Manage and develop teams of individual contributors and managers in roles with moderate work complexity and risk in the Operations functional area
• Work with more experienced management to develop and execute business strategies
• Identify and recommend opportunities for process improvement and risk control development within the Operations functional area
• Develop and implement business unit strategies
• Provide expertise for technical, operational and processing functions related to business unit
• Determine appropriate strategy and actions of Operation management functional team to meet moderate to high risk deliverables
• Interpret and develop policies and procedures for functions with moderate complexity within scope of responsibility across business lines or functional areas
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Engage and influence stakeholders, internal partners and peers associated with the function or affected by its outcomes
• Manage allocation of people and financial resources for Operations
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 6+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• 6+ years of Lending experience with 5+ years of managing Credit Underwriting function at scale
• 3+ years of people management experience
• In depth understanding of Home Lending processes, Mortgage production: Origination, Applications, Processing, Underwriting, Closing and Funding
• Candidate having underwriter credit authority in the past is preferred
• College graduate
• Amenable to work on US shift or night shift

Job Expectations:

• Manage and develop a team of multiple US Residential Underwriting, Processing, Closing teams while ensuring successful planning, integration, impasse resolution, and measurement of operations with moderate to high complexity and visibility
• Engage functional leaders to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo's policies and business line objectives
• Identify potential risks when implementing change along with developing mitigation strategies and plans
• Interpret procedures and processes, and provide leadership to strategize and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk
• Collaborate with and influence functional business partners, leaders, and executive management to provide support and drive strategic initiatives for the business
• Develop and guide a culture of talent development to meet business objectives and strategy
• Lead initiatives for HLO Retail Production team
• Engage LOB partners at a strategic level for Underwriting and HLO Retail
• Manage on-going account relationships
• Conceptualize, agree and drive strategies to add value to the business
• Provides leadership in the integration / implementation of programs / services / initiatives with cross functional business partners, recognizing the significance of competing priorities and strategies and adjusting as necessary
• Interacts with leadership and stakeholders in India and Stateside to establish strategic plans and objectives for program management
• To build and structure a comprehensive organizational design
• Handle critical and complex manufacturing tasks as part of the fulfillment transformation model
• Provide insights and assist leaders in building effective process metrics
• Manage Business Initiatives and series of programs associated with business strategies to obtain benefits and controls
• Responsible for leading project teams and managing all activities in project life cycle across multiple departments within Retail Line of Business
• Works with users to understand complex problems and focuses on bringing issues to resolution, escalating as necessary to meet timelines
• Develops metrics and evaluates performance of processes, programs, and initiatives
• Make decisions and resolve issues related to business operations under direction of the Underwriting management
• Ability to understand data, identify gaps and generate timely alerts to reduce / eliminate gaps / risks
• Proactively engage with internal bank stakeholders, third parties, settlement agents via telephone to gather necessary information, documentation, clarify information & resolve underwriting conditions
• Ability to conduct clear and customer centric telephone conversations to explain underwriting decisions, documentation requirements and next steps in the mortgage process
• Collaborate cross functionally with Underwriting, Processing, Closing & Sales teams for seamless communication and customer satisfaction

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Manage and develop a team of managers, experienced officers, and officers in roles with moderate complexity and risk in accomplishing goals and priorities associated with the functional area
• Engage and influence corporate heads, business heads, legal, audit, regulators, and industry partners associated with the function, or who are affected by its outcomes
• Identify and recommend Business Controls opportunities for process improvement and risk control development by managing and directing teams on strategy and execution of activities
• Determine appropriate strategies and actions of Business Controls functional area to meet moderate to high risk deliverables by ensuring that all business risk issues are proactively identified and addressed appropriately
• Interpret and develop policies and procedures for functions with moderate complexity within defined scope of responsibility
• Collaborate with and influence key stakeholders including managers
• Interact directly with relevant business groups
• Manage allocation of people and financial resources to ensure commitments are met and aligned with strategic objectives in Business Controls functional area
• Develop and guide a culture of Business Controls talent development to meet business objectives and strategies

Required Qualifications:

• 6+ years of Risk Management or Business Controls experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• Strong Stakeholder management experience
• Good business acumen and executive presence
• Strong knowledge, experience on BCM, Issue Management, RCSA, Audit
• Leadership Background - leading global teams

Job Expectations:

• Mid Shift (5/6pm start of shift)
• Weekends Off
• Follows PH Holidays

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Lead complex initiatives designed to mitigate current and emerging risks with broad impact
• Act as key participant in monitoring, evaluating, and measuring the impact of decisions practiced in Control Management functional area
• Monitor moderately complex business specific programs, and provide risk management consulting to support the business in designing and implementing risk-mitigation strategies
• Monitor, measure, evaluate, and report on the impact of decisions and controls to the relevant business group or functional area
• Develop and implement risk monitoring and risk reporting processes and controls
• Collaborate with relevant business group to identify current and emerging risks associated with business activities and operations, and provide guidance in developing and implementing risk-mitigating strategies
• Lead Control Management project or virtual teams

Required Qualifications:

• 5+ years of Risk Management or Control Management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Strong analytical and technical skills
• Experience in problem analysis, solution implementation, and change management
• Experience in working with matrix organizations
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Detail-oriented with strong organizational, analytical, and communication skills
• Strong verbal and written communication skills and project management skills
• Knowledge and understanding of operational risk management in the financial services industry
• Proven leadership and project management skills to drive alignment across stakeholder groups to develop and deliver repeatable end-to-end risk management solutions and controls aligned with group’s processes
• Ability to evaluate changes to laws, processes, etc. to assess impacts and to develop implementation plan to close gaps
• Comprehensive understanding of operational risk management and or operations process management
• Knowledge and understanding of financial services: regulations, compliance, policies, process, and procedures
• Ability to consult, build, and maintain solid working relationships in and outside of immediate department
• Experience working in a matrixed environment and the ability to effectively manage and build relationships
• Ethical integrity and demonstrated ability to identify risks and confidently raise issues, escalate early and engage in constructive challenge, doing so independently
• Ability to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goals

Job Expectations:

• Support Philippine Site functions horizontally to meet control coverage requirements. The job involves interacting with different stakeholders to understand and analyze the processes, identify risks and controls in the processes, evaluate the controls, End to End Issue Management support Business and publish various reports to stakeholders.
• Should have sound understanding of risk management principles and will be responsible for ensuring appropriate control coverage, to identify risk, control gaps and help to remediate any issues.
• Timely update, reporting and escalation of issues to identify, assess and mitigate deficient controls / control gaps or risks identified in the processes
• Experience in evaluating the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; additional experience analyzing business and/or systems changes to determine impact.
• Assist for control forums and provide necessary reporting for the assigned business group which includes report & escalate issues, key risks, control gaps, corrective actions and OREs impacting Philippines.
• Define and monitor risk and control metrics for the Philippines Site, and ensure that there are metrics that talk back to all components of the Philippines Site Legal Entity’s risk profile
• Mid Shift (1-3pm start of shift)
• Follows PH Holidays
• Weekends Off
• Currently on Hybrid Work Set Up (3/week onsite); with high likelihood of coming back onsite full time in the near future.

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

In this role, you will:

• Lead complex initiatives designed to mitigate current and emerging risks with broad impact
• Act as key participant in monitoring, evaluating, and measuring the impact of decisions practiced in Control Management functional area
• Monitor moderately complex business specific programs, and provide risk management consulting to support the business in designing and implementing risk-mitigation strategies
• Monitor, measure, evaluate, and report on the impact of decisions and controls to the relevant business group or functional area
• Develop and implement risk monitoring and risk reporting processes and controls
• Collaborate with relevant business group to identify current and emerging risks associated with business activities and operations, and provide guidance in developing and implementing risk-mitigating strategies
• Lead Control Management project or virtual teams

Required Qualifications:

• 5+ years of experience in Risk Management, Control Management, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Candidate must be graduate of any Bachelor's Degree
• Preferably at least 10+ years of relevant experience in Risk Management, Controls Testing in the same industry
• Experience working in or closely with Wealth and Investment Management lines of business (or external equivalents) sufficient to demonstrate a working knowledge of their products/services, key processes/systems, and organizational structure
• Direct and proven experience developing and implementing solutions to ensure RCSA, ICP and SAA success
• Demonstrated ability to develop partnerships and collaborate with other business and functional areas

Job Expectations:

• Lead complex initiatives designed to mitigate current and emerging risks with broad impact specific to programs and processes implanted in response to the consent orders and regulatory matters requiring attention
• Work directly with the WIM leader responsible for the consent order programs and local reporting manager on location specific governance.
• Perform reviews on transitions per Transition Framework, Controlsopinion/acknowledgement,Second-line engagements etc.
• Support functionally to meet the BCM goals and control coverage requirements. The job involves interacting with the business group managers, onshore/offshore partners to understand and analyze the processes, identify risks and controls in the processes, evaluate the controls, End to End Issue Management support Business and publish various reports to stakeholders.
• Should have sound understanding of risk management principles and will be responsible for ensuring appropriate control coverage is provided for the assigned business group, be a strong partner for business group to identify risk, control gaps and help to remediate any issues.
• Timely update, reporting and escalation of issues. Closely work with GDAs to identify, assess and mitigate deficient controls / control gaps or risks identified in the processes
• Partners with BG/EF to facilitate issues partners throughout the issue lifecycle including Root cause identification, Corrective action development and RCSA alignment.
• Experience in evaluating the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; additional experience analyzing business and/or systems changes to determine impact.
• Assist for control forums and provide necessary reporting for the assigned business group which includes report & escalate issues, key risks, control gaps, corrective actions, OREs and align them to the respective onshore Risk and Control Committees.
• Subject matter expert with respect to aligned lines of businesses

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

About this role:

evaluation/ testing methodologieswith an ability to assess the design and operating effectiveness of controls for medium to high complex processes. The role requires engagement with multiple stakeholders, providing credible challenge and an ability to identify and report potential control gaps in the business processes.

In this role, you will:

• Participate in mitigating current and emerging risk exposures associated with the activities and operations of the assigned business group, and identify opportunity for process improvements within the scope of defined business control responsibilities
• Review and analyze basic business challenges that require research, evaluation, and selection of alternatives
• Develop and implement risk monitoring, risk reporting processes, and controls while evaluating and reporting results where necessary
• Present recommendations for resolving complex situations and exercise independent judgment while developing Control Management functional area expertise
• Provide support in the interpretation of policy, guidelines, and governance programs as front line liaison to Independent Risk Management area
• Collaborate and consult with Control Management team and key stakeholders, including internal customers

Required Qualifications:

• 2+ years of Risk Management or Financial Services industry experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Bachelor's degree or higher. Relevant certifications will be an advantage
• Experience in automation / advanced excel / reporting will be an advantage.
• General knowledge of industry standards and best practices around control evaluations / testing, internal audit and risk management processes.
• Experience assessing control design and performance through testing, audit or Risk Control Self-Assessment practices
• Experience assessing processes, procedures and identifying controls
• Experience in assessing risk, reviewing risk ratings, identifying control gaps and determining the appropriate evaluation methodology

• Comprehensive understanding of operational risk management in the financial services (preferred) or other highly regulated industries
• Strong analytical skills with high attention to detail and accuracy.
• Excellent verbal, written, interpersonal communication skills and stakeholder management.
• Demonstrate positive attitude and readiness to work in a challenging and dynamic environment.
• Flexibility to multi task and work across domains and business groups.
• Ability to credibly challenge, conduct tough conversations and effectively communicate with various levels of management
• Ability to synthesize data from a variety of sources and deliver results quickly

Job Expectations:

• Individual contributor role focusing on performing evidence based control evaluations by conducting various evidence gathering activities.
• Design, maintain and execute the control evaluation scripts, identify control deficiencies, document and escalate potential issues to appropriate stakeholders.
• Validate & track action plans, escalate issues as required and document the control test artifacts and findings.
• Perform control evaluations for moderate to complex engagements, challenge status-quo and identify opportunities to add efficiencies or refining the existing processes.
• Engage and work with multiple stakeholders - front line business groups, risk program aligned functions and IRM teams for driving the objectives of risk and control programs.
• Instill and drive proactive risk culture, operational excellence and efficiencies.
• Amenable to mid shift and onsite (Hybrid) Taguig
• Follows Weekends Off & PH Holiday
• Currently on Hybrid work set up

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.