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Card, Retailer and Merchant Services (CRMS) Operations Quality Assurance Leader

Wells Fargo

This is a Full-time position in Phoenix, AZ posted July 11, 2021.

Job Description About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company.

Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.

News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
Wells Fargo Consumer Lending
Wells Fargo’s Consumer Lending businesses empower millions of customers to achieve their dreams every day.

Whether it’s buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed.

The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services.

The Role
The CRMS Operation Quality Assurance Leader will be responsible for developing, deploying, and improving a front-line Quality Assurance program that cuts across not only CRMS operational areas but across Wells Fargo Operations.  This leader will work closely with the Business and Operational leaders in CRMS and throughout the Contact Center Transformation Program to design the target state risk-based Quality Assurance framework, develop and deploy the key enablers of such framework, and lead the program and operating model.
Responsibilities include, but are not limited to:
Partner with Operational leaders across CRMS and the enterprise to understand policy requirements, the current Quality Assurance models, identify opportunities to streamline and improve both for short-term and long-term opportunities, and recommend approaches for driving transformation Develop and deploy the target state Quality Assurance Framework including key components, enablers, and investments Build out and oversee the Quality Assurance operating model that will support transformation and continuous improvement across front-line Operations Partner effectively across the enterprise to ensure awareness, alignment, and involvement (as appropriate) with broader enterprise efforts, including the business cases to support necessary investment Ongoing communication of progress, deliverables, obstacles and decisions The Candidate
The successful candidate will demonstrate a strong balance between strategy and execution, exceptional business acumen and critical thinking, as well as proven ability to effectively deploy changes in a front-line operational environment.

Required Qualifications
6+ years of management experience 8+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project management
Other Desired Qualifications 8+ years in Consumer operations and/or lending, preferably with material experience in operational and front-line leadership 4+ years of management experience including operational / front-line leadership A seasoned senior leader with increasing responsibility in management positions Effective decision-making/critical thinking/problem solving skill that is execution-focused and results oriented Strong relationship management and proven leadership skills, with solid conflict management, negotiation and organizational effectiveness techniques with senior business leaders to foster and manage ongoing relationships and gain commitment to accomplish business goals Strong written and oral communication skills to support compelling business cases and the case for change across all levels of the organization Disclaimer
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.