Wells Fargo Escalations Director Complaints Management 

Philippines, Caloocan 

492462673

About this role:

Reporting locally to the Head of I&P Enterprise Complaints and Remediation (ECR) and globally to the Head of Complaints Management within ECR, this position is responsible for overall management of the portfolio of Complaints Management functions delivered across India and the Philippines.

In this role, you will:

• Manage and develop multiple specialized teams of managers and professional individual contributors of a large business group with focus on deliverables of moderate to high complexity, including risk product
• Focus on service for cross functional stakeholders and internal partners associated with the Escalations functional area, or who are affected by its outcomes
• Identify opportunities and strategies within Escalations functional area for process improvement, as well as risk control development for the achievement of customer service goals and objectives
• Manage budget and financial aspects of the business to meet overall goals
• Lead Escalations team by making strategic decisions to efficiently resolve highly complex issues to provide quality risk deliverables
• Interpret and develop range of policies, procedures, product, and service standards for business functions with moderate to high complexity and risk
• Collaborate with and influence all levels of professionals, including more experienced management, on strategy, operations management, and on building organizational effectiveness, as well as performance
• Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in Escalations functional area
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 8+ years of Customer Service, Client Relationship Management, Investor Facing, Disputes, Claims Resolution, or Fraud Resolution experience in the Financial Services or Credit Card Industry, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of Management experience

Desired Qualifications:

• Must have strong Operations management experience
• Candidate must have experience working in the US Banking Consumer space -and with banking regulation knowledge / Consumer practices in the US; good to have for multi geography
• Experience with US Banking regulations, especially in the Consumer banking space will be a distinct advantage.
• Experience with global in-house centres supporting the US preferred. Should have built and managed large teams of 300+

Job Expectations:

• Amenable to observe a night shift schedule, and work onsite (Five NEO, Taguig)

: Head of ECR – India and Philippines

Job Summary

Reporting locally to the Head of I&P Enterprise Complaints and Remediation (ECR) and globally to the Head of Complaints Management within ECR, this position is responsible for overall management of the portfolio of Complaints Management functions delivered across India and the Philippines.

Key aspects of managing the operation include, but are not limited to the following:

Deliver a high level of stakeholder experience in all touchpoints.

Oversee delivery of services, providing local escalation for each of the functional groups operating from I&P. Partner with functional leadership to ensure seamless execution of goals and priorities.

Develop and manage department resources and expense budget.

Drive process improvement and productivity initiatives

Risk Management

Ensure a strong control environment is in place to manage operational, third-party, compliance and reputational risk in all activities.

Work closely with Control partners to ensure frontline risk and control management, including meeting Regulatory needs

Ensure alignment with Corporate Risk and Audit to meet all requirements.

Desired experience profile

• Required to have 15+ years’ experience in Operations or Risk Management, preferably with a multinational corporation, with 8+ years in senior leadership roles
• Experience with US Banking regulations, especially in the Consumer banking space will be a distinct advantage.
• Experience with global in-house centres supporting the US preferred. Should have built and managed large teams of 300+
• Qualifications - Post Graduate preferred.
• Should have managed teams in a matrix environment.
• Must be able to demonstrate true results in impacting business outcomes and must be an innovative leader.
• Ability to handle multiple priorities and work to tight deadlines, coupled with a commitment to the highest quality standards and an eye for detail
• Team player, with the ability to gain confidence and trust at all levels of the organization, leveraging networks and overall strength of the enterprise
• Proven change management experience with solid decision making skills and analytical ability.
• Proven strong relationship management skills and demonstrated success in building partnerships, collaborating and influencing at senior levels across lines of business as well as with corporate partners and external vendors.
• Excellent people management experience including coaching, teaching and mentoring of team members
• Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
• Takes ownership for responsibilities and for management of risk exposure.
• A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment. Multi-cultural sensitivity a must.

29 Aug 2024

Wells Fargo Recruitment and Hiring Requirements:

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