Head Of Cards, Retail & Merchant Service (Crms) Operations

Wells Fargo New York , NY 10007

Posted 2 months ago

Job Description:

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community based financial services company with $1.9 trillion in assets. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment, and mortgage products and services, as well as consumer and commercial finance, through 7,500 locations, more than 13,000 ATMs, the internet (wellsfargo.com), and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 261,000 team members, Wells Fargo serves one in three households in the U.S. Wells Fargo & Company was ranked No. 29 on Fortune's 2019 rankings of America's largest corporations.

The Role

The Head of Cards, Retail and Merchant Services Operations has responsibility for strategy, expense management, and execution of all operational efforts associated with the CRMS businesses. This leader will give direction for operational functions through direct reporting and internal partnerships, including collections, credit operations, customer experience, product capabilities, customer service, fraud, complaints, third party vendor management, business process management, self-assurance and project management.

Responsibilities include, but are not limited to:

  • Develop and drive the strategy to reimagine the future for the CRMS Operations team, focused on improving the customer and the team member experience while driving efficiency.

  • Provide visible leadership and support across 3,000 direct team members and 3,000 through partner teams

  • Extensive collaboration and team work with internal partners to develop and implement relevant strategies that enhance the customer and team member experience through multiple channels.

  • Assist in establishing overall achievement of customer related goals and objectives.

  • Focus on driving efficiency while maintaining high standards around the customer and the team member experience.

  • Proactively help lead CRMS business through the new risk environment. Strengthen the relationships with the corporate and front line control teams and regulators.

  • Proactively manage the business to minimize regulatory and audit matters.

  • De-risk CRMS businesses and business processes, including remediating high impact pain points and reengineering high risk processes.

  • Continue efforts to educate and advise policy makers, regulators, and industry groups to help shape the future environment.

  • Build a high performance culture through leadership development, engagement and inclusion.

  • Continue progress driving improved diversity and inclusion performance.

  • Increase executive advocacy to share CRMS and Wells Fargo story internally and externally.

  • Enhance talent management practices.

The successful candidate will also work closely with other Senior Managers across CRMS and the Enterprise in the development and execution of "consumer" lending strategies. Accordingly, critical success factors will include the ability to manage effectively in a matrixed organization, develop partnerships with many business and functional areas, provide insight into the economic climate and related market developments and identify trends which may present opportunities or reflect gaps in the Company's strategic execution/direction. This senior leader will understand the need to drive high performance focusing on both the "what" (results) and the "how" (leadership).

The Candidate

The successful candidate for this role will demonstrate effectiveness in building high performing teams focused on driving business results through leadership effectiveness and team member engagement; contributing to broad Cards and Merchant Services strategy with a One Wells Fargo lens by living the vision and values of Wells Fargo. This collaborative leader must be capable of initiating action and managing change. The role demands a persuasive, effective communicator who can position Cards and Merchant Services as an indispensable business partner. It requires a leader with strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.

Required Qualifications

  • 15+ years of operations experience in consumer operations or fraud and claims management
  • 12+ years of management experience in operations

Other Desired Qualifications

  • A seasoned senior leader with increasing responsibility in leadership positions within Operations. Candidate will preferably have experience in both managing large virtual teams.

  • Demonstrated management experience building and leading a high performing and engaged team.

  • Demonstrated experience in quantifying operational program effectiveness and identifying and implementing strategies to take the business to the next level.

  • Transformational leader who can understand and leverage latest technology and tools to accelerate effectiveness and maximize efficiency.

  • Disciplined operational thinker who can manage in a complex risk environment.

  • Results with instilling a pervasive culture of accountability across teams and throughout the business.

  • Proven and demonstrated leadership skills including relationship building, partnering and collaboration skills with clear ability to influence, gain buy-in and negotiate with a diverse group of key business partners/stakeholders including senior management.

  • Excellent written and verbal communication skills with experience presenting to senior management and ability to articulate key messages around risk, issues, customer impacts, etc.

  • Demonstrated change leadership skills with ability to lead through change impacts.

  • Ability to articulate complex concepts in a clear manner.

Personal Attributes

Beyond experience, the right personal style and attitude are critical to success in this role.

  • Strategic Leadership
  • Creating and achieving a desired future state vision through influence on individual and group goals, reinforcements and systems.
  • Results oriented with outstanding ability to motivate teams and mobilize the resources to accomplish objectives.

  • A true team player and collaborator, translating prior knowledge and experience into strong and productive relationships internally and externally.

  • Organizational Awareness

  • Having and using knowledge of systems, situations, pressures, and culture within the company to identify potential organizational problems and opportunities; perceiving the impact and the implications of decisions on other components of the company as well as the impact on investors, customers, and clients.
  • A respected business partner who adds value to the broader team.

  • A strong and effective manager and leader, capable of attracting, mentoring, retaining and promoting talented and productive staff.

  • An impeccable reputation for integrity, accuracy, consistency, big picture, detail orientation and business acumen.

  • Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.

  • Able to effectively and constructively lead change in an organization.

Locations: Wilmington, DE, New York and open to other Wells Fargo locations


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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Head Of Cards, Retail & Merchant Service (Crms) Operations

Wells Fargo