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Analytic Manager 4

Wells Fargo | West Des Moines IA 50398 USA | Full Time | Posted: 08/16/2019

Job Descriptiontop

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. 

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 pro-actively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.

This role will be responsible for developing and helping to execute the reporting and analytics strategy for an automated enterprise complaints program (“Advanced Listening”) intended to assist Wells Fargo team members in the identification, categorization and routing of consumer complaints. This process will leverage numerous advanced analytic models, developed by data scientists with data generated from subject matter experts of the Wells Fargo enterprise complaint policies and procedures.
This position will report to the VOC Advanced Listening Leader and lead a team of analysts accountable for developing, operationalizing, and managing Artificial Intelligence (AI)-based analytical monitoring and reporting processes over the company’s VOC data from all engagement channels (e.g. text, speech, surveys, etc.).

Specifically, this position will be accountable for:

  • Develop and execute a robust reporting process that tracks the Advanced Listening program performance and incremental benefit provided to Wells Fargo
  • Maintain a streamlined, cross-LOB complaints management reporting infrastructure that is optimized and reduces redundancy
  • Communicate the story of the Advanced Listening program by aligning model output data with business specific data
  • Provide strategic direction and business requirements to technology teams aligned to support the Advanced Listening program development
  • Proactively drive understanding in business intelligence requirements and improve the level of self-service reporting
  • Evaluate, recommend and implement strategies for developing and utilizing data and metrics to predict, improve and measure the success of fundamental customer pain points operation. 
  • Proactively drive understanding in business intelligence requirements and improve the level of self-service reporting. 
  • Partner with others leaders in Enterprise Complaints Data/Analytics & Reporting to support and/or perform deep dive root cause analytics.
  • Build and lead an outstanding team of analytical team members who will provide consulting on data analysis and reporting capabilities

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 one or a combination of the following: reporting, analytics, or modeling
  • 4+ years of management experience

Desired Qualifications

  • A BS/BA degree or higher
  • A Masters of Business Administration (MBA)
  • Financial services experience

Other Desired Qualifications
  • 4 + years of experience managing highly skilled analysts
  • Proven ability to balance big picture thinking and solutions with detailed information and requirements.
  • Experience and demonstrated understanding of banking operations processes, or complex business processes. 
  • Strong ability to manage relationships within major lines of business; ability to interact effectively with a variety of contacts at various levels within the organization and with external partners. 
  • Proven ability to collaborate with others, initiate action plans, manage change, make high impact decisions and complete challenging assignments. 
  • Strong oral and written communication skills with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations.
  • Proven ability to develop and implement a strategic plan within a business and lead it to completion. 
  • Excellent problem solving and analytic capabilities utilized to identify root cause issues/improvement opportunities, and designing approaches/programs to address those issues. 
  • Working knowledge of enterprise reporting (e.g. Tableau, SSRS) and query tools (e.g. SQL, SAS)
  • Strong ability to sense urgency and drive results, with outstanding ability to motivate teams and mobilize the resources to set high goals and accomplish them. 
  • Strong organizational awareness and understanding of systems, situations, pressures, and culture within the company to identify potential organizational problems and opportunities
  • Ability to perceive the impact and the implications of decisions on other components of the company as well as the impact on investors, customers, and clients.
  • Ability to identify and develop future state strategic vision through influence on individual and group goals, reinforcements and systems. 
  • Proven ability to be a team player/leader and collaborator, translating prior knowledge and experience into strong and productive relationships internally and externally.  

Job Expectations

  • Ability to travel up to 5% 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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Location West Des Moines, IA, 50398, United States
Categories Information Technology

Location Maptop

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Job Code 5504087-2

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