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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

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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.

About the role

The Quality Manager Supports the overall development, implementation and monitoring of a customer complaint quality reviews designed to identify, assess and mitigate operational risk that arises from inadequate or failed internal processes, people, systems or external events for multiple functional areas. Works with the business unit and provide expertise and consulting for high-risk projects and initiatives. Consults with business to develop corrective action plans and effectively manages change.


  • Leading and/or participating and providing consultation for projects and initiatives risk to identify and mitigate operational risk or process improvements in business activities.

  • Determining root cause and identifying appropriate solutions to correct and/or escalate problems.

  • Participating in short- and long-term strategic initiatives to support business goals and department objectives.

  • Developing business presentation materials in a clear and concise manner and conveying complex topics simply and reasonably.

  • Conduct in-depth research based upon Customer Complaints

  • Adhere to all aspects of the production related procedures to ensure all internal controls are followed

  • Resolve operational and process exceptions in accordance with departmental policies and procedures, with guidance

  • Ensure all information in written documents is consistent with our brand standard, business objectives, and stylistic standards

  • Ensure final response complies with all submission requirement

Market Skills and Certifications

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Minimum requirements

  • Bachelor's degree

  • 5 - 8+ 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

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

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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 45497BR

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