Wells Fargo Contact Center Transformation Strategy 

United States, North Carolina, Charlotte 

931711860

In this role, you will:

• Lead complex initiatives with broad impact and act as key participant in large scale planning

• Provide principal level strategic consulting services to client organizations

• Represent Wells Fargo on Industry boards and committees

• Review and analyze complex larger-scale or longer-term challenges that require in-depth evaluation of multiple factors including intangibles or unprecedented factors

• Identify strategic business investments and alliance opportunities

• Make decisions in complex situations that influence and lead the broader work team to meet deliverables and drive new initiatives

• Provide guidance to less experienced staff

• Evaluate and approve process of identified opportunities

• Collaborate strategically and consult with all levels to resolve issues and achieve goals

• Partner with executive management across Wells Fargo to define the business strategy and create then execute corresponding business plans and initiative

• Communicative strategy and related business plans to management

Required Qualifications:

• 5+ years of Strategy and Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 6+ years of experience leading or supporting large scale business and technology transformation programs in a banking environment

• 3+ years’ experience of supporting contact center and contact center operations

• An effective senior leader with experience in corporate strategy, and/or management consulting at established firms in related practice areas is desired

• Strong storytelling and communication skills to evangelize their vision at all levels. Proven ability to communicate complex, technical information in easily understood manner

• Customer-Centric: You are passionate about baking customer service into how you think and operate

• Intellectually curious with strong analytical skills, including demonstrated ability to draw actionable insights and building strategies against the analysis

• Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and 'no surprises' approach in communication and with ability to reach consensus with diverse stakeholders

• Matrix leadership skills with the ability to influence and inspire without authority

• Strong business acumen with the ability to piece together disparate functions and lines of businesses

• Proven change leader with the ability to drive multiple work streams at once as an “influencer”, and drive for results; contact center and or operational experience a plus

• Effectivedecision-making/criticalthinking/problem solving skill that is execution-focused and results oriented

• Strong relationship management and proven leadership skills, with solid conflict management, negotiation, and organizational effectiveness techniques with senior business leaders to foster and manage ongoing relationships and gain commitment to accomplish business goals

• Inherent bias for action and understand the need for speed and urgency

• Self-directed, results driven, and comfortable with ambiguity; i.e.; comfortable taking a vague initiative and creating a definitive plan

• A BS/BA degree or higher

Job Expectations:

• Ability to travel up to 10% of the time

Charlotte, NC

20 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.