Senior Lead Business Execution Consultant Contact Center Solutions

About This Role

Wells Fargo is seeking a Senior Lead Business Execution Consultant to support management and oversight of our contact center solution providers and managed services processes across our product suite.

In This Role, You Will

Build, lead, and manage processes related to our managed services provider for contact center solutions, including forecasting, volume validation & consumption reconciliation.Create and socialize strategy for onboarding/offboarding of solution providers, in alignment with business priorities and product strategy while assisting in execution plan communications.Partner across different business and financial partners to develop and oversee financial chargeback processes.Identify and implement key performance indicators to measure and improve team and operational performance.Support development and execution of day 2 operational processes and support model in partnership with the IT organization.Act as a Business Execution advisor to leadership to drive performance and initiatives, and develop and implement information delivery or presentations to key stakeholders and senior management.Lead the strategy and resolution of highly complex and unique challenges related to Business Execution that require solid analytical skills, extensive knowledge of Business Execution, and understanding of business, delivering longer term and large scale solutionsProvide vision, direction, and expertise to senior leadership for implementing innovative and significant business solutions that are large scale and cross organizational.Lead team meetings, governance meetings or steering committees to facilitate decision making and support implementation of recommendations and plans.Strategically engage with all levels of professionals and managers across multiple lines of businesses and serve as an experienced advisor to the leadershipProvide direction to a cross functional team using business expertise

Required Qualifications

7+ 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.

Desired Qualifications

5+ years of strategic planning, oversight of a variety of contact center solutions including IVR, call routing, workforce management, and general operations.Understanding and experience with managed services for IT productsExperience & understanding of cloud service providers.Proven experience with driving and achieving significant improvement in outbound calling metrics and working closely with other functional partners, workforce Management, Operational teams, etc.Process improvement experience.Experience in building strong, repeatable processes with adequate controls, building and improving overall team performance and engagement.

Job Expectations: Ability to travel up to 10% of the time

Locations: Charlotte NC, Dallas TX, San Antonio, TX, Minneapolis, MN

Posting End Date

15 Apr 2024

Job posting may come down early due to volume of applicants.

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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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.

Applicants With Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Reference Number

R-354612-1