Operations Manager 3

Company Name:
Wells Fargo
Position Type:
Wells Fargo's Consumer Lending Group (CLG) is an industry leader in supporting homeowners and consumers. We put customers at the center of all that we do. We make every decision - and design every product and service - with our customers in mind.
It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.
The CLG team includes Home Lending, Consumer Credit Card, Personal Loans and Lines, Direct Auto, Dealer Services, Commercial Auto, Retail Services and Education Financial Services including the professional services teams that partner with these businesses - Human Resources, Finance, Credit Risk, and Compliance & Operational Risk.
Our CLG Cross-Group Compliance and Operational Risk team (CG COR) drives and supports CLG group-wide compliance and operational risk initiatives and reporting. CG COR also partners with corporate Operational Risk on corporate-wide work efforts and provides functional leadership and guidance across CLG on compliance and operational risk strategies, programs and issues.
Responsible for overseeing the activities of an operational staff within a call center like environment. Must ensure that all operational business goals are met.
Duties will include:
- Managing reporting of production results to both the team and our business partners.
- Managing team of operational analysts.
- Daily reports: Enforcement of the National Pricing Policy as well as the National Repricing Policy.
- Must have all processes and procedures documented for audit purposes.
- Must manage all staffing needs including temporary staff.
- Will need to manage the transition of the Repricing team from Legacy systems to CORE.
- Will also be responsible the management of CORE testing within the Repricing team.
- The candidate must also be prepared to participate in all projects that impact the Repricing/PFC Admin team.
- Must perform daily audits to ensure quality within the team.
- Will also be responsible for all communication avenues with Repricing/PFC Admin which include our Phone line and Email services, Retail Pricing, Repricing MKTG and PFC Admin Group
Basic Qualifications
6+ years experience including 2+ years management experience.
Minimum Qualifications
Demonstrated ability to interact effectively with multiple levels of operations team members including senior level professionals and other managers at the same or higher level.
- 4+ year's directly recent/relevant Operations experience in a call center (or relevant support) environment.
- Proficiency with MS Office specifically Excel and Access.
- Demonstrated experience with origination systems to include LPS, LIS and/or CORE.
Preferred Skills
- Experience with Avaya system. (Call Center system).
- Experience with POP and/or Telesales.
- RESPA experience (Real Estate Settlement Procedure Act)
- Demonstrated ability to interact effectively with lower to mid-level operations team members, other contacts and other managers at the same level or one level higher
- Demonstrated knowledge of departmental workflow processes
- Must be able to identify and present processes and operational enhancements to meet business objectives
- Strong communications skills (written and verbal)
- Demonstrated experience effectively building cross functional partnerships
- Proven ability to think strategically
- Familiar with the Retail Pricing policy structure as well as the Non-delivery fee processes and the systems of origination.
- Demonstrated ability to lead; coach to exceed departmental goals; motivate and provide performance feedback to staff, all within a fast paced and ever changing environment
- Strong experience in resolving and working through escalated and complex customer issues and system problems
- Demonstrated experience and proven ability to provide exceptional customer service and maximize productivity
- Strong organizational skills
- Strong problem solving and interpersonal skills with all levels of staff to include management

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