Job Description

About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. 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. About Wells Fargo India & Philippines is a critical component of Wells Fargo\'s strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo India & Philippines is primarily an extension of the technology, operations, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, and middle and back-end banking process solutions for a wide spectrum of Wells Fargo\'s needs. It currently has offices in Bengaluru, Chennai, Hyderabad, and Manila. Market Department Overview Claims and Recovery aligns to Fraud and Claims Management (FCM) as a part of the broader Operations group. FCM focuses on delivering an exceptional customer experience with end-to-end fraud and claims management care. About the Role The role requires individual to supervise day to day operations for an operational unit and/ or staff. Under management guidance, supervises nonexempt staff to ensure effective delivery of services. Provides training, performance evaluation and coaching. Implements processes to maximize efficiency of operations. Ensures the unit\'s work is completed on time and accurately by planning, coordinating and monitoring the daily activities of the routine to moderately complex work. Duties may include: reviewing, prioritizing, and distributing daily work to meet deadlines and goals monitoring work in progress making adjustments as needed giving feedback and training to staff addressing scheduling issues, including absences and tardiness giving input to supervisors on staff performance representing unit at meetings. The supervisor will be responsible for workflow management, production monitoring, quality, chargeback effectiveness and process improvement efforts. Works with Financial Crimes Management to implement department policies/procedures to maximize efficiency. Responsibilities Responsible for supervising a team of specialists responsible for a financial crimes program that ensures proactive identification, prevention execution, detection and recovery. Resolves escalated issues communicates with financial crimes management. Responsible for queue distribution management, ongoing production and workflow improvement efforts. Works with Financial Crimes Management to implement department policies/procedures to maximize efficiency, enhance the customer experience and ensure compliance with government regulatory requirements including Regulation E, VISA Rules and Regulations, the Bank Secrecy Act, USA PATRIOT Act and FACTA. May also participate in department projects. Assists in establishing performance standards, evaluates performance, and trains/coaches Team Members May participate in department projects. Assists in establishing performance standards, evaluates performance, and trains/coaches staff. May develop/assist in developing training materials. Work is typically accomplished through analysts/specialists although some higher-risk, more complex cases may require hands-on involvement. Market Skills and Certifications Required Skills &Qualifications At least 3+ years ofpeople management experience in a voice process with call coach certification preferred Manage a team of 15 and above, Excellent verbal, written, and interpersonal communication skills Ability to facilitate team meetings or present information to an audience, new learning to staff as information, systems, and processes change and experienceto assess issues, make quick decisions, implement solutions, and influence change Responsibility to drive and lead organizational change in a dynamic environment and work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important Workforce management experience including directing activities of team members, performance management, career development, coaching, mentoring, and succession planning Excellent knowledge on MS Office (Power point, Excel) Leadership Expectations at Wells Fargo 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. RWF RWF - Please note that \'RWF\' is an identifier for internal recruiting purposes only and has no connection to the nature or responsibilities of the job. We Value Diversity 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. We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit\'s risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in US:All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our to learn more.

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