Wells Fargo Lead Operations Processor 

India, Telangana, Hyderabad 

294966959

In this role, you will:

• Support management in the day-to-day supervision of less experienced team providing guidance, and resolution to issues contributing to overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools within Operations group
• Perform or guide others on complex escalated issues that require planning, evaluation, and interpretation
• Prioritize work and provide daily work leadership and mentorship to team
• Provide training and technical guidance to less experienced staff
• Lead or contribute to implementation of new or revised processes and procedures that require coordination among operation teams
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
• Serve as a resource to other departments on transaction structure, documentation, and company policies

• Will be responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers. Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing.

  Duties include: communicating with other departments, managers or vendors to resolve customer issues across locations (US, HK and global representative office);

  Team lead responsibilities including providing assistance to less experienced team members and Level 3s; Act as a Subject Matter Expert, Cascade new processes/handling, mentoring on case handling, providing domain process training to new team members (Designated Trainer), providing training feedback, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing the work of and providing guidance to less experienced team members.

  90% Verification of cases & case allocation; 10% Reports (Daily status reporting, Error marking) and other reports assigned by manager

  Sound knowledge of multiple inquiry types such as: Unable to Apply, Debit Authorization, Amendment & Cancellation, and Return of funds/payments

Required Qualifications:

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

Required Qualifications for Europe, Middle East & Africa only:

• Experience in Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Sound knowledge of multiple inquiry types such as: Unable to Apply, Debit Authorization, Amendment & Cancellation, and Return of funds/payments
• 6 years experience in banking operations (Commercial Banking or CIB)
  Experience in banking operations or any of the following:payments/settlements/fundtransfers, Trade & Securities, Custody related to banking products
  Knowledge on Message types SWIFT, FED WIRE, CHIPS, Telex and IntelliTRACS system an advantage
  

Job Expectations:

• • Good in both verbal and written communication skills
  • Good investigation and problem solving skills
  • Organizational and detail oriented skills
  • Sound risk management mindset and good understanding of compliance - AML/OFAC
  • Ability to handle high volume and short SLA or turn around time
  • Ability to work in changing and fast paced work environment
  • Ability to manage and prioritize work to meet deadlines despite frequent interruptions, able to multi task
  • Able to work independently and provide support on flexible hours/working days
  • Able to perform shift work (incl. Night Shifts) and report on public holidays if fall on Mondays to Fridays
  

Wells Fargo Recruitment and Hiring Requirements:

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