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Business Functional Manager 3 - Digital Branch & ATM Leader

Expired Job

Wells Fargo Phoenix , AZ 85002

Posted 4 months ago

Job Description:


About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, and the internet ( and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 27 on Fortune's 2016 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

Wells Fargo Community Banking

Community Banking operates one of the most extensive banking franchises in the United States. Our service culture is the foundation of everything we do. Our focus is on delivering an exceptional experience for our customers and providing the products and services that will help them realize their financial hopes and dreams. Our team is empowered with resources that directly align with our customers' needs, enabling us to understand their financial needs and recommend the right products and services to help them succeed financially at every stage of their lives.

Community Banking offers a wide array of products and services designed to help our customers achieve their financial goals. They include checking and savings accounts; CDs; card-free ATMs, debit and prepaid products; digital products and services; mobile banking, Online Banking and Bill Pay, and remittance products.

Community Banking includes Strategy and Administration; Customer and Branch Experience; the Customer Remediation Office; Distribution Strategy Group; Regional Banking; Regional Services; and Customer Segments, which includes Affluent Customer Segment, Wells Fargo at Worksm, Practice Finance, and Small Business, supporting customers with up to $5MM in annual revenue through Small Business Lending, Business Payroll, Regional Business Relationship Management, and Small Business Strategy and Development functions.

The Role

This executive will be responsible for managing a team of high performing professionals and leading the development and execution of our Digital Branch & ATM strategy for the business, and oversees the most complex programs and initiatives with significant, Enterprise-wide impact. They will manage and set the long term strategy for the ATM business which delivers over 900mm transactions annually through 13,000 ATMs. They will partner with senior executives from PVSI to develop and implement the Customer Platform, creating a consistent experience for customers and team members across all channels. Implement other tools in the branches, such as Customer Relationship Management, to drive better customer experience, growth, and manage risk. They will also lead other initiatives that focus on content strategy and creation, customer experience, and analytics, research and product management.

To accomplish this work, this leader will oversee three major functions within the Community Banking Strategy and Administration team Digital Branch and ATM, Solutions Management and Hardware Strategy. These teams will focus on driving our Digital & ATM Branch strategy forward, partnering with the Payments, Virtual Solutions and Innovation (PVSI) team to get to one consumer platform and identify risks and opportunities.

The CB S&A Digital Branch & ATM (DB&A) team develops and implements tools, workflow, and experiences that drive customer and team member experience in the physical channels, establish seamless cross channel experiences between Digital, Contact Centers, Branches and ATMs, provide policy interpretation and implementation for all of Community Banking and manage ATM channel, including offsite ATM distribution, product profits & losses (P&L), and customer experience.

The CB S&A Solutions Management team manages the technology roadmap, queue and prioritization for Community Banking, partner with Enterprise Information Technology (EIT) to develop technology architecture and applications that will support strategic vision for CB, monitor EIT development lifecycle and application performance, manage funding and priorities for technology development and requirement management for Branch, ATM Banking, all CB systems, risk management, small business, Affluent, and Wells at Work (W@W).

The CB S&A Hardware Strategy team develops and implements equipment strategy for branch and ATM technology, manage equipment lifecycle in partnership with Enterprise Information Technology, manage construction and installation projects for ATM and Branch hardware, manage innovation partnership with NCR, developing next generation of full-,assisted-, and self-service technology, and performance monitoring and management.

Responsibilities include, but are not limited to:

  • Develop and evolve the ATM Branch Strategy for the Community Bank

  • Facilitate strategic discussions with senior leaders from Consumer Banking, PVSI, and others

  • Develop the Community Banking technology requirements roadmap, including support of customer relationship management tools, risk management tools, and the consumer platform that connects Branch, ATM, Digital, and Contact Center experiences with a single set of technologies and experience.

  • Manage the ATM channel of 13,000 ATMs, driving customer engagement through this important distribution channel that delivers over 900mm transactions each year.

  • Deliver the next stage of branch and ATM technology, including teller automation, assisted service ATMs, wireless, team member mobility, and cash recycling.

  • Define key performance indicators and other emerging indicators that will drive business goals and operations

  • Support leaders with interpretation and execution of strategic goals

  • Lead efforts to pursue strategy directly and by influencing our partners and stakeholders

Required Qualifications

  • 12+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project management
  • 10+ years of management experience

Other Desired Qualifications

The successful candidate will have success in building and leading high performing, industry-leading customer focused teams in the financial services industry. This executive will have experience leading a best-in-class organization leveraging highly disciplined business, financial, operations, credit and risk management processes.

  • 10+ years of successful management experience in financial services, consumer retail, technology industry or management consulting

  • Strong ability to be forward-thinking, creative and strategic to create future digital options for our branches

  • Strong analytical and critical thinking skills combined with strategic business focus and a passion for the customer experience

  • Demonstrated ability to influence without direct authority, create and manage (while achieving results) large-scale change, and influence people at all levels of the organization

  • Strong relationship management and proven leadership skills, with solid conflict management, negotiation and organizational effectiveness techniques

  • Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight

  • Proven success recruiting, inspiring, developing, coaching and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management

  • Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex

  • Demonstrated effective verbal, written and interpersonal communications skills with the ability to present information in order to create understanding and influence decisions

  • Proven ability using PowerPoint and other presentation tools to deliver a message to senior leaders

  • Proven success building and maintaining strong credible relationships with key stakeholder groups, including executive management and senior leaders with many different and often conflicting priorities, and ability to bring consensus that drives business performance


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.


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Business Functional Manager 3 - Digital Branch & ATM Leader

Expired Job

Wells Fargo