Lead technology business services consultant

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About this role:

Wells Fargo is seeking a Lead Technology Business Services Consultant...

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, Quality Assurance, 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 CDAR organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.

Scope of Work: Primary responsibility will be supporting executive level analytics/reporting on customer complaints, developing and monitoring data integrity controls to manage risk and consulting with clients to identify key trends in the data to tell a holistic story.

Analyze and manage data from many sources of information and synthesize it down to a crisp, clear, concise story for executive leaders, business lines, or other areas to take action to improve the customer experience.

Defines functional requirements and coordinates development, testing and implementation of data/report enhancements.

Direct and lead analytical findings across a very matrixed environment, including corporate team members and leaders.

Research and resolve issues or questions coming from the analytics community regarding our enterprise complaints database.

Interprets results and recommends solutions to improve the customer experience, increase revenue, reduce expense, maximize operational efficiency/quality, etc.

Asks questions that create clarity and the ability to articulate information when needed to.

In this role, you will:

Lead or participate in managing and supporting the delivery of technology products and services of high profile business unit clients and contribute to large scale solutions planning related to Technology Business Services

Ensure service quality and cost effectiveness of solutions

Review customer information with the technology team and implement technical initiatives for highly complex projects impacting multiple lines of business or across the enterprise

Understand and ensure compliance and risk management requirements for supported area and work with other stakeholders to implement key risk initiatives

Make decisions in complex and multifaceted situations requiring solid understanding of managing multiple medium technology development efforts that influence and lead broader work team and drive new initiatives

Collaborate and consult with the technology team and more experienced management within Technology Business Services functional area to resolve Information Technology issues and provide customers with best possible solutions

Provide guidance on leveraging new technology

Required Qualifications, US:

5 years of Information Technology in support of Business Services experience, or equivalent demonstrated through one or a combination of the following work experience, training, military experience, education

Desired Qualifications:

Extensive knowledge and understanding of research and analysis

Strong analytical skills with high attention to detail and accuracy

Excellent verbal, written, and interpersonal communication skills

Ability to translate and summarize complex data into understandable, actionable information and recommendations

Knowledge and understanding of Tableau

Teradata experience

Data warehouse experience

SQL experience

Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

Job Expectations:

Ability to travel up to 10% of the time

We Value Diversity

At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Company: WELLS FARGO BANK

Req Number: R-100295-2

Updated: 2022-01-13 02:39:07.850 UTC

Location: West Des Moines,Iowa

Company info

Wells Fargo
Website : https://www.wellsfargo.com/