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CCS Dialer/Help Desk Senior Manager

Company: Wells Fargo
Location: Wilmington
Posted on: March 20, 2023

Job Description:

About this role: Wells Fargo is seeking a Business Execution Senior Manager to lead teams responsible for management of outbound dialing campaigns, this will include monitoring dialer management, reporting and execution and Help Desk functions support Consumer Collections and Servicing (CCS) and Customer Service (CS). In this role, you will:

  • Manage and develop a team of Business Execution Consultants while ensuring successful planning, integration, impasse resolution, and measurement of operations with moderate to high complexity and visibility.
  • Engage functional leaders to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo's policies and business line objectives.
  • Identify potential risks when implementing change along with developing mitigation strategies and plans.
  • Recommend opportunities for Business Execution process improvement.
  • Determine appropriate strategies and actions of multiple business groups to meet moderate to high complex deliverables.
  • Interpret procedures and processes and provide leadership to strategize and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk.
  • Collaborate with and influence functional business partners, leaders, and executive management to provide support and drive strategic initiatives for the business.
  • Manage allocation of people and financial resources for Business Execution
  • Develop and guide a culture of talent development to meet business objectives and strategy. Required Qualifications:
    • 6+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
    • 3+ years Management experience Desired Qualifications:
      • 8+ year of Business Execution, Implementation, or Strategic Planning experience
      • 7 + years direct management experience
      • 6+ years of strategic planning, oversight, and execution of Aspect/Alvaria dialing systems for Collections and Recovery operations team environments.
      • Proven experience with driving and achieving significant improvement in outbound calling metrics and working closely with other functional partners, Workforce Management, Operational teams, etc.
      • Strong experience in building strong, repeatable processes with adequate controls, building and improving overall team performance and engagement.
      • Ability to focus on different customers within scope of delivery campaigns and the ability to maintain a customer-focused mentality through the end-to-end delivery strategic process.
      • Experience and knowledge of SQL, Python, and/or other programming languages Job Expectations:
        • Ability to travel up to 10% of the time. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Keywords: Wells Fargo, Wilmington , CCS Dialer/Help Desk Senior Manager, Executive , Wilmington, Delaware

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