Self Assurance Manager

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI’s focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and support over 5.8 billion customer interactions annually through digital and contact centers.

Wells Fargo Virtual Channels – Contact Center Business Assurance Support Team

The Business Assurance Support Team serves as the Contact Center’s primary point of contact for risk management activities in the business, including supporting Self-Assurance Activities. Self-Assurance Activities are designed to ensure controls are operating as intended. These activities help process owners understand and remediate control issues and risks within their business processes.

The Role

This Business Support Manager 4 will be a hands on role that will both lead the team and contribute to the output produced by the team. The manager will be responsible for the Contact Center’s execution of and compliance to Self Assurance requirements. The team will partner extensively with LOB leadership, process owners, process SME’s, control owners, reporting/analytics/technology partners, and Control functions/Ops Risk/Compliance to ensure all program and policy requirements are met and that effective SAA’s are designed and tested on-going.

The primary responsibilities for this role may include but are not limited to:

• As the teams leader, provide leadership, direction, and guidance to the team. Provide workflow coordination and assignment.
• Promote team member engagement, positive work environment, efficiency, and innovation.
• Maintain an understanding of the full portfolio of SAA’s.
• Establish and maintain relationships with key business partners.
• Provide on-going reporting and monitoring of the holistic operation. Provide insights and track team successes and opportunities.
• Develop and lead strategic efforts to continuously improve the SAA lifecycle and processes. Identify system and process opportunities to enhance the operation.
• Create and deliver presentations to a wide range of audiences; train team members on SAA’s including design and testing.
• Oversee the execution of the end-to-end SAA lifecycle.
• Oversee discussions with control owners and risk partners on how to improve control weaknesses and design based on knowledge gathered from design and tests.
• Oversee lead peer reviews of SAA program, design, and testing execution results.
• Oversee quality reviews of risk and control information to ensure an effective SAA can be designed around the control. Escalate recommendations for quality enhancements when problems are identified.
• Pursue automated and efficient solutions whenever possible and assist in associated design and execution.
• Participate in business process mapping discussions to influence the quality of documentation and structure related to risk and controls to prevent downstream impacts to the SAA lifecycle.

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

• Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
• Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications

• 6+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning
• 3+ years of management experience
• 3+ years of audit, regulatory compliance or risk management experience

Desired Qualifications

• Leadership experience including; coaching, training, and mentoring
• Strong analytical skills with high attention to detail and accuracy
• Strong analytical skills with ability to draw conclusions and translate findings
• Experience determining the root cause of identified issues
• Experience testing policy and procedures/control testing
• Ability to think creatively to find innovative solutions to complex analytical questions
• Ability to articulate complex concepts in a clear manner
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Excellent verbal, written, and interpersonal communication skills

Other Desired Qualifications

• Six Sigma certification a plus
• Risk, Compliance and Audit certifications a plus
• Experience in Control Design, Control Testing or Control Assessments- and with Technology and Control Automation
• Financial regulatory experience a plus
• Experience building programs and/or operations with high volumes of input/output and moving parts, methodologies, and processes to support business assurance and governance
• Ability to translate complex risk processes, terms, and requirements into easy to understand concepts and actions

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

AZ-Chandler: Min: $108,900 Mid: $155,500
TX-Westlake: Min: $108,900 Mid: $155,500
IA-Des Moines: Min: $108,900 Mid: $155,500
MN-Minneapolis: Min: $108,900 Mid: $155,500
NC-Charlotte: Min: $108,900 Mid: $155,500
SD-Sioux Falls: Min: $98,000 Mid: $140,000
OR-Hillsboro: Min: $108,900 Mid: $155,500
CA-El Monte: Min: $119,800 Mid: $171,100

Street Address

AZ-Chandler: 2600 S Price Rd – Chandler, AZ
TX-Westlake: 1301 Solana Blvd – Westlake, TX
IA-Des Moines: 800 Walnut St – Des Moines, IA
MN-Minneapolis: 600 S 4th St – Minneapolis, MN
NC-Charlotte: 1525 W Wt Harris Blvd – Charlotte, NC
SD-Sioux Falls: 4811 N 4th Ave – Sioux Falls, SD
OR-Hillsboro: 6305 NE Bennett Street – Hillsboro, OR
CA-El Monte: 9000 Flair Dr – El Monte, CA

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.