Wells Fargo Client Support Senior Manager 

Philippines, Caloocan 

603051525

In this role, you will:

• Manage and develop teams of Customer Service Representatives or Managers for multiple sections or departments
• Engage and influence key stakeholders and business partners associated with customer service
• Identify and recommend opportunities for process improvement, growth opportunities, and risk mitigation
• Ensure quality and efficiency as well as compliance with government regulations and company policies
• Determine appropriate strategy and actions of customer service team to meet complex customer inquiries and issues resolution deliverables
• Interpret and develop center level policies and procedures for customer service with moderate complexity within scope of responsibility
• Collaborate with and influence more experienced management, key stakeholders, internal partners, and all levels of professionals
• Interact directly with multiple teams across various sites and external customers
• Manage allocation of people and financial resources for customer service
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 6+ 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
• 3+ years of management experience

Required Qualifications for Europe, Middle East & Africa only:

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

Desired Qualifications:

• Between 9 to 12 total years' experience in a client support and/or back-office manager role preferably in the banking space.
• Stakeholder management experience, leading transition projects, transformation or process improvement initiatives / experience growing new businesses.

Job Expectations:

• Manage professional teams accountable for overall operational performance of one or more lines of business.
• Engage and influence key stakeholders and business partners associated with back office and client support.
• Identify and recommend opportunities for process improvement and risk control development.
• Ensure quality and efficiency as well as compliance with government regulations and company policies.
• Determine appropriate strategy and actions to meet high risk deliverables.
• Develop policies and procedures within the scope of moderate to high complexity and responsibility.
• Collaborate with and influence more experienced management, key stakeholders, internal partners, and all levels of professionals.
• Lead team to achieve objectives.
• Manage allocation of people and financial resources.
• Develop and guide a culture of talent development to meet business objectives and strategy.

21 Feb 2025

Wells Fargo Recruitment and Hiring Requirements:

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