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Operational Risk Manager 4- PVSI Contact Center Business Control

Company: Wells Fargo
Location: Wilmington
Posted on: December 5, 2019

Job Description:

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 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 ou 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. Role is for Operational Risk Manager within the PVSI Contact Center Business Control team. This manager will work with the Contact Centers and be accountable for the management of the internal control routines and ensuring the identification of risks and the development of designated process controls. This role will guide business on applicable strategy direction to ensure effective alignment to the enterprise risk framework, as well as effect appropriate business change. Candidate will partners with both internal and external stakeholders, including resources from all three lines of defense. Candidate will provide guidance for business and risk mitigating activities thru end to end oversight of aligned processes; including such aspects as challenging the WFVC front line results across all associated operational routines such as understanding process mapping, associated regulations, controls, self-assurance/quality assurance (QA), policies/procedures, issues, feedback and metrics/thresholds. The role will require credible challenge and development of corrective action plans and other efforts to remediate identified issues and enhance processes to reduce future risk. In addition, this candidate will support oversight of internal and external exams/audits to ensure tracking of those impacting Contact Centers, as well as identification and engagement of applicable business control team members that will align to participate in the effort. This role will manage the efforts of a team aligned to support the aligned processes. The qualified candidate will have consistently demonstrated risk subject matter expertise and will also have demonstrated ability to collaborate with all levels of management. This role will manage the efforts of a team aligned to support the Contact Center business controls as noted. This role works in a virtual team environment where other team members, team management and business partners are not always local. Primary_Responsibilities_Include Provide primary front line Control support and management over a team aligned to designated Wells Fargo Virtual Channels (WFVC) Contact Center business processes. Responsibilities include but not limited to Provide WFVC Contact Center business risk management subject matter expertise through active participation in projects and program activities, including business process management requirements. Provide leadership in resolving conflicting positions between the stakeholders to establish, wherever possible, a unified position on risk requirements Assist in coordinating subject matter expertise required from Independent Risk Management (IRM), line of business and Legal both within WFVC and across the enterprise, where applicable Review artifacts and program documentation from a Contact Center business control perspective Drive business controls and guidance to the business in relation to Business Process Mapping, New Business Initiatives and other risk reviews Drive evaluation and credible challenge around issues management, including but not limited to corrective action management and guidance for enhancements for future mitigation Assist with Audits, Testing and Validation reviews and any other IRM or Legal requests impacting aligned business processes Guide business and risk mitigating strategies thru end to end oversight of aligned processes; including such aspects as challenging the contact center front line results across all associated operational routines such as understanding process mapping, associated regulations, controls, self- assurance/quality assurance (QA), policies/procedures, issues, feedback and metrics/thresholds. Oversight and initial entry to Contact Center impacting internal and external audits/reviews/exams ( activities ). Team to manage routine reporting support overview of activities to ensure awareness of forthcoming impacts and routine high level status updates. Point of Contact to identify alignment of appropriate Business Control team member alignment in support of these activities based on the scope of the effort. Advising project participants on requirements; identifies, researches, and resolves open risk management issues/questions; ensures robust risk management controls are implemented Participating in cross-functional teams to provide project coordination and business expertise As a Team Member Manager, he/she is expected to achieve success by leading themselves, their team, and the business. Specifically, Lead the team with integrity and create an environment where 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. Locations Atlanta, GA; Charlotte, NC; Dallas, TX; Denver, CO; Des Moines, IA; Minneapolis, MN; Phoenix, AZ; Portland, OR; Raleigh, NC; Salt Lake City, UT; San Antonio, TX; St. Louis, MO; Richmond, VA; Wilmington, DE will be considered. Required_Qualifications * 10+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 10+ years of IT systems security, business process management or financial services industry experience, of which 5+ years must include direct experience in compliance, operational risk management, or a combination of both * 5+ years of management experience Desired_Qualifications * Advanced Microsoft Office skills * Excellent verbal, written, and interpersonal communication skills * Strong analytical skills with high attention to detail and accuracy * Ability to articulate complex concepts in a clear manner Other_Desired_Qualifications 5+ years of experience in one or a combination of the following compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance, operational risk) or business aligned controls. 3+ years of one or a combination of the following Project Management and/or Process Design experience 5+ years of experience in one or a combination of the following additional compliance, additional operational risk management, business process management or financial services industry experience; or a BS/BA degree or higher in business or a related field 3+ years of external examination or audit experience, specifically participating in or support of a business (-es) under consistent heightened review 8+ years of management experience; specifically direct oversight of others Excellent verbal, written, and interpersonal communication skills Strong analytical skills with high attention to detail and accuracy Ability to interact with all levels of an organization and provide credible challenge Knowledge and understanding of banking regulations (deposit & credit), risk management, policies, process, and procedures Exercise productive work ethic and sound independent discretion Demonstrates the ability to work effectively as an individual contributor or in a team/group setting Demonstrated ability to process map Experience in conducting business control risk assessments or control design Experience developing partnerships and collaborating with other business and functional areas Advance Microsoft Office skills (word, excel, power point and, SharePoint sites) 2+ years of Agile methodology execution experience 3+ years of call center customer service and sales experience in the financial services industry (Desired) Job Expectations * Ability to travel up to 5% of the time Street Address DE-Wilmington2200 Concord Pike - Wilmington, DE NC-Charlotte301 S Tryon St - Charlotte, NC 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 an

Keywords: Wells Fargo, Wilmington , Operational Risk Manager 4- PVSI Contact Center Business Control, Accounting, Auditing , Wilmington, Delaware

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