HR Delivery & Services Manager 5, L&D Operations

Wells Fargo Phoenix , AZ 85002

Posted 10 months ago

Job Description:

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 our 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.

Human Resources develops and implements people strategies to support Wells Fargo's business objectives. This group manages compensation and benefits, human resource service centers, systems and payroll, finance, team member relations and assistance, talent management, learning and development, and recruiting. We work together as One HR to make Wells Fargo an employer of choice. Our operating foundation is based on our ability to operate efficiently, develop HR team members, strengthen controls, and scale technology infrastructure

The Enterprise HR Shared Services Team, which provides operational and administrative services for a broad range of HR programs across the enterprise is currently searching for a highly-engaged operations manager to lead their Learning & Development Operations support team. This position will report directly to the Head of Enterprise HR Shared Services with a dotted line reporting relationship to the Head of Learning & Development and lead within a highly-matrixed organization with ample interdependencies including with HR's Solution Operations & Strategy team and others.

This position will lead a team responsible for Training Assignment Consulting & Implementation, Learning System Implementation & Administration, Quality Control & Validation, Learning Logistics, L&D Schedule Implementation, Digital Publications and Library Services. The leader will ensure all services provided by the team deliver value to the organization, are delivered in an effective, efficient and compliant manner and provide a consistent and simple learner experience. In partnership with key stakeholders, this leader will ensure effective end-to-end execution of large annual events like Wells Fargo's annual compliance training. They will work with partners to design appropriate risk and quality assurance metrics and monitoring programs and ensure appropriate rigor around continuous improvement. This team is currently expanding to assume additional operational work from Learning & Development and to implement and adopt an entirely new suite of applications and will be looking to re-assess its organization to be more efficient, effective and team member centric.

Key Job Responsibilities:

Strategic Business Management

  • Assess the overall strengths within the current organization. As appropriate, implement positive change relative to efficient and effective operations while driving team engagement, team member retention and team member development

  • Update and inform management on trends and concerns and work to develop actions to address focus areas

  • Develop compelling business cases for new work requiring support/resources

  • Anticipate and identify work problems quickly, using root cause analysis, and implement sound solutions in support of strategic priorities

  • Clearly and proficiently communicate and interact with all levels including senior leaders

  • Use data effectively to drive decision-making, measure and improve performance and communicate team impact

Team Leadership

  • Providing strategic leadership and vision for the team to continue its culture of continuous improvement

  • Building, developing and leading a team to high performance

  • Lead, plan, manage change and balance competing priorities

  • Work collaboratively with cross functional teams

  • Lead projects, initiatives in support of change to own functions

  • Lead with integrity, identifying and collaborating with stakeholders to support the change

Operational Excellence

  • Deliver consistent, high quality support and service to key partners and team members based on pre-defined service standards

  • Monitors performance measures to proactively identify impacts; identifies, plans, and manages process improvement projects to create efficiencies in operations

  • Collaborate and consult with partners to ensure all potential risks have been identified and appropriate controls have been put in place; respond to internal and external audit requests

  • Serve as an escalation point for cases, questions and issues; collaborate to ensure effective handoffs

  • Ensure processing documentation is accurate and complete

  • Tracks and improves capacity and utilization of resources

  • Perform analytical and conceptual problem-solving for functions supported

  • Perform a review of processes periodically with business, Legal and Risk/Compliance partners to gain feedback to modify processes to ensure an optimal team member experience

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your 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.

Preferred Locations: Charlotte, NC; Des Moines, IA; Minneapolis, MN; Phoenix, AZ; Portland, OR; San Antonio, TX

Required Qualifications

  • 2+ years of process design or improvement experience
  • 4+ years of operations experience
  • 5+ years of leadership experience
  • 10+ years of experience in one or a combination of the following: customer service, human resources, accounting, or finance
  • 3+ years of management experience

Desired Qualifications

  • Experience developing partnerships and collaborating with other business and functional areas

  • Virtual leadership experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed team environment

  • Ability to think strategically, implement, and deliver business objectives

  • Ability to work across multiple lines of business leading large scale initiatives

  • Knowledge and understanding of Six Sigma methodology

  • Ability to influence, partner, and negotiate with senior business leaders to gain commitment to accomplish business goals

Other Desired Qualifications

  • Ability to manage and lead process improvements, continuous improvement, or LEAN

  • Knowledge and understanding of human resources with exposure to variety of HR disciplines: change management and organizational development

  • Partner to build and deliver innovative, industry leading solutions

Job Expectations

  • Ability to travel up to 20% of the time


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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HR Delivery & Services Manager 5, L&D Operations

Wells Fargo