About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Founded in 1852, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial financial services through more than 8,400 locations, 13,000 ATMs, online (wellsfargo.com), and mobile devices.
We're headquartered in San Francisco, but we're decentralized so every local Wells Fargo location is a headquarters for satisfying our customers' financial needs and helping them succeed financially. We do business with 70 million customers and one in three U.S. households. Wells Fargo has approximately 268,000 team members in 42 countries and territories across our more than 90 businesses.Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. News, insights, and perspectives from Wells Fargo are available at Wells Fargo Stories https://stories.wf.com.
Our vision: "We want to satisfy our customers' financial needs and help them succeed financially."
Wells Fargo Payments, Virtual Solutions & Innovation (PVSI)
The PVSI group aligns and integrates groups from across Wells Fargo to focus on the delivery of the next generation of payments capabilities and advance our digital and online offerings. This group also invests in research, development and strategic partnerships dedicated to designing new customer experiences and products. This group includes Consumer Credit Cards and Retail Services, Deposit Products, Treasury Management and Merchant Services, Innovation, One Wells Fargo, Virtual Channels and Operations.
Wells Fargo Virtual Channels (WFVC)
Wells Fargo Virtual Channels (WFVC) supports the majority of all customer interactions at Wells Fargo. With our customers' growing preference for virtual interaction, we are in the best position to connect the customer experience across all channels full-service and self-service, virtual and physical.
With approximately 13,000 team members, Wells Fargo Virtual Channels (WFVC) serves Wells Fargo consumer and small business customers through various channels -- digital (online, mobile, and social) and contact center (phone, email, and correspondence). As part of Payments, Virtual Solutions & Innovation (PVSI), WFVC's vision is to pioneer the next generation of financial services and provide the best virtual experiences anytime, anyhow, and anywhere.
Over 32 million customers use our digital channels to manage their financial lives, and our customer-facing contact centers support approximately 450 million customer contacts annually. Whether our customers connect with us online or by phone, email, or in writing, WFVC is positioned to satisfy our customers' financial needs 24 hours a day, 7 days a week.
This executive will be a key member of the WFVC executive team and will focus on managing Everyday Banking businesses focused on digital, premier servicing, in-language and Military Banking (Everyday) contact centers teams.
This leader will direct the strategic direction and overall operations of WFVC's contact centers functions in partnership with the other Contact Center leaders.
Responsibilities include, but are not limited to:
Assist in strategy to reimagine future for the Contact Centers focused on improving the customer and the team member experience while driving efficiency.
Provide visible leadership and support across 3000 team members and 7+ site locations.
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 service and related goals and objectives
Collaborate with other channels around Financial Health and Digital Advocacy
Champion transformation specifically around moving to a more digital touch to include digital advocacy plus supporting the roll out of messaging and other collaboration tools.
Leader will also be focused on driving efficiency while maintaining high standard around the customer and the team member experience.
Partner with Deposits Product Group and segment work to keep our partners updated on our progress and insights.
In addition to the required qualifications, the successful candidate will demonstrate effectiveness in building high performing teams focused on driving business results through leadership effectiveness and team member engagement; contributing to the broad WFVC 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 WFVC 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.
Other Desired Qualifications
A seasoned senior leader with increasing responsibility in leadership positions within customer service. Candidate will preferably have experience in both managing large virtual teams and digital leadership.
Demonstrated management experience building and leading a high performing and engaged team.
Partner effectively with other line of businesses whose products we support, providing them insights into the reasons customer are contacting us and discuss ways to improve the experience through product or digital enhancements
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.
Leadership experience for efforts that require integration of multiple technology systems, operations, or customer service processes.
Ability to articulate complex concepts in a clear manner.
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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