Operational Risk Manager 3 - Issues Management Risk Leader For The Enterprise Complaints Management Office (Ecmo)

Wells Fargo Dallas , TX 75201

Posted 2 weeks ago

Job Description:

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

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.

Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Operational Risk, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers' experience and drive out dissatisfaction.

The ECMO has an excellent opportunity to hire three Operational Risk Managers 3 's focused on issues management and will partner with many business functions such as Operations, Shared Services, Legal, Compliance, Audit and Operational Risk teams in support of the ECMO. Each of the Operational Risk Mangers will be responsible for issues management activities for a designated area of the Enterprise Complaints Management Office and operation that include:

  • Consumer Products and Services

  • Business to Business/Wholesale and Wealth and Investment Management

  • Third Party Service Provider/Escalated Customer Centralized Intake

  • Enterprise Complaints Management Office and Line of business complaint operations

These managers will build and lead teams with the following responsibilities:

  • Manage complaints-related issues captured across all businesses, product types, risk types, geographic locations, regulators, and the three lines of defense, and must follow a standardized issue management life-cycle policy.

  • Drive and facilitate root-cause analysis, enterprise criticality rating, cross-business impact analysis of complaints-related issues and corrective actions.

  • Provide reasonable challenge for corrective action development, development of interim controls, corrective action approval, and sustainability monitoring.

  • Challenge issue status updates, corrective action due date extensions, "at risk" determinations, interim control development for new due dates, and approval of issue due date extensions.

  • Ensure issue closure activities and source record closure.

  • Consider Confidential Supervisory Information (CSI) rules when entering information into the issue management system of record.

  • Coordinate with Control Executive and Group Issues Management (GIM) teams to ensure timely issue tracking and monitoring of regulatory sourced matters.

  • Promote and maintain a risk culture that encourages an informed, measured, disciplined, and balanced approach to understanding and managing risk.

  • Ensure timely escalation of risk issues following established policies and procedures.

  • Support other projects or initiatives as needed.

The successful leader will have deep regulatory expertise, exam management, and leadership competencies. This role requires a collaborative leader with experience building and leading high performing teams in a fast paced environment. This leader must have 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 environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.

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.

Required Qualifications

  • 8+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 8+ years of IT systems security, business process management or financial services industry experience, of which 4+ years must include direct experience in compliance, operational risk management, or a combination of both
  • 3+ years of management experience
  • 3+ years of experience with issues management

Desired Qualifications

  • Advanced Microsoft Office skills

  • Excellent verbal, written, and interpersonal communication skills

  • Strong analytical skills with high attention to detail and accuracy

  • Ability to articulate complex concepts in a clear manner

Other Desired Qualifications

  • 8+ years' experience in internal auditing or compliance testing

  • 8+ years issue validation auditing experience

  • Prior experience in managing the execution of testing at the group or enterprise level

  • Ability to synthesize issues resulting from testing and/or review results

  • Experience in developing and implementing process control enhancements for business processes

  • Experience and interaction with regulators

  • Experience in one or more of the following areas: Complaints management, Consumer Products and Services, Business to Business/Wholesale, Wealth and Investment Management, or Third Party Service Provider Management

  • Meaningful knowledge across the enterprise risk management framework, including: risk identification, risk appetite and strategy, risk-related decisions, processes and controls, risk analytics and governance

  • Ability to collaborate, influence and consult strategically across a large organization and with various levels of leadership/stakeholders

  • Capability of working in a rapidly changing, highly complex matrixed environment

  • Strong knowledge of the financial services industry, products, and regulatory environment

  • Proven communication and collaboration skills across various levels of senior management and others at the executive level, dealing with complex ideas and solutions

  • Excellent organizational and time management skills with the ability to process multiple tasks simultaneously

  • Proven leadership ability to drive successful execution of business initiatives

  • Experience with SHRP, the Issue Management Policy, and Corrective Action management

  • Strong knowledge of the Wells Fargo risk framework highly desired

Job Expectations

  • Ability to travel up to 10% of the time

Street Address

NC-Charlotte: 401 S Tryon St

  • Charlotte, NC

UT-Salt Lake City: 260 Charles Lindbergh Dr

  • Salt Lake City, UT

AZ-PHX-Northwest Phoenix: 2222 W Rose Garden Ln

  • Phoenix, AZ

TX-DAL-North Dallas: 14241 Dallas Parkway

  • Dallas, TX

NC-Raleigh: 1100 Corporate Center Dr

  • Raleigh, NC

GA-Atlanta: 3579 Atlanta Ave

  • Atlanta, GA


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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Operational Risk Manager 3 - Issues Management Risk Leader For The Enterprise Complaints Management Office (Ecmo)

Wells Fargo