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Quality Manager

Wells Fargo | Manila KY 41238 USA | Full Time | Posted: 02/21/2020

Job Descriptiontop

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Learn more at our International Careers website.


Market Job Description

oQ.ClassName != 'jobdescriptionInJobDetails'" ng-class="oQ.ClassName" j-query="html(oQ.AnswerValue)" class="answer ng-scope section2LeftfieldsInJobDetails jobDetailTextArea">About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our
International Careers website.

About the Department

The Enterprise Complaints Executive Office is accountable for driving execution of the Wells Fargo Complaints Management Policy through available customer channels. Escalated Complaint Executive Offices work in tandem with the LOB Executive Complaints offices to assure consistency and continuous alignment on policy and procedure requirements, as well as, change management and quality/risk reviews. They collaborate on relevant complaint metrics and identify ways to deliver continuous improvement opportunities. They lead and advise business leaders on capacity and risk matters, specifically those designed to control high risk complaints as both the line of business and enterprise level.

Consumer Lending Complaint Executive Office is responsible for complaint management for escalated complaints for the Executive Office of Home Lending, Auto Lending, Personal Lines and Loans and Educational Financial Services.

About the Role

The Quality Manager will be responsible for managing a team of Executive Resolution Quality Assurance Analysts that supports multiple types of executive resolution transactions and case reviews within multiple inventory types in a functional area.

Responsibilities

  • About the Role

    The Quality Manager will be responsible for managing a team of Executive Resolution Quality Assurance Analysts that supports multiple types of executive resolution transactions and case reviews within multiple inventory types in a functional area.

    Responsibilities

  • Providing direction ensuring that quality standards are maintained and identifying solutions to correct problems
  • Advising subordinates on complex issues and problems regarding their reviews, documents and processes.
  • Serving as a subject matter expert for all Quality Assurance Analysts
  • Conducting independent and objective supervision with in the quality group, ensuring strong and appropriate service, compliance and operational behaviors, activities and practices are followed while providing guidance, consultation and advice on performance trends, triggers and results, including direction, leadership and guidance to ensure successful implementation and execution of ECMO initiatives/ practices relating to controls and efficiencies
  • Managing daily QA review caseload to ensure review and feedback is provided within 24 hours, unless shorter time frame needed to meet complaint case SLA
  • Understanding the risks that are present in their area of responsibility and evaluate the effectiveness of managing those risks

Market Skills and Certifications

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  • 3 - 5+ years of overall experience in large financial companies of which: 3+ years of compliance and/or operational risk management (includes experience with direct accountability for compliance or operational risk) or any combination
  • 2+ years of people management experience
  • Excellent analytical, critical thinking and problem-solving skills
  • Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex
  • Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization
  • Demonstrated ability to attract, retain, develop and motivate high performing professionals and teams
  • Ability to lead through adversity and adjust to changing priorities

Leadership Expectations at Wells Fargo

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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.

We Value Diversity

oQ.ClassName != 'jobdescriptionInJobDetails'" ng-class="oQ.ClassName" j-query="html(oQ.AnswerValue)" class="answer ng-scope section2LeftfieldsInJobDetails jobDetailTextArea">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 or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.

Job Detailstop

Location Manila, KY, 41238, United States
Categories Quality Assurance/Safety

Location Maptop

Contact Informationtop

Contact Name -
How to apply Employer provided a link where your application will be accepted. Click on the link below and follow instructions.
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Job Code 45548BR
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