Business Support Manager 3

    • Phoenix, AZ

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.
At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
The Enterprise Customer Excellence Group brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that team members have the tools and training necessary for success.
The Complaints Data Analytics and Reporting team (CDAR) organization falls under the ECMO and is accountable for Data, Analytics and Reporting responsibilities across Wells Fargo. CDAR provides deep analysis of complaints and insights into customer frustration. In this role, CDAR is also accountable for numerous Data and Analytical programs across the enterprise, including driving a scaled enterprise complaints automation program leveraging Artificial Intelligence, Machine Learning and other advanced analytical techniques incubated in the CDAR organization. CDAR has a broad customer-focused scope and was created to enable the development of consistent reporting and analytical tools to find insights into ways Wells Fargo can better serve its customers. CDAR partners with business, technology, operational and customer experience leaders across the company to develop relevant advanced analytical and technological capabilities to understand, predict, manage, resolve and report customer dissatisfaction across the company.
The Research and Diagnostics team (RAD) within CDAR is responsible for defining identification criteria and researching customer complaints that have the greatest potential for systemic customer issues and reviewing for potential customer impact. The team synthesizes information from the indicator sources, performs operational and/or analytical research, and identifies the root cause and presents their findings LOB leaders, control orgs and committees.
The Business Support Manager 3 (BSM3) will lead a team responsible for performing complex operational reviews of customer journeys. The team collects information and identifies the root cause of customer problems and challenges that result in complaints and makes assessments of broader customer impacts and provides recommendations for corrective actions necessary to improve the customer experience. The BSM3 will also be responsible for supporting management in the day-to-day supervision of a Research teams supporting one or more LOBs.
Management of the team will include:

  • Supporting the development of the review process and associated results reporting routines.
  • Establishing review and quality routines to ensure consistent quality customer reviews are performed efficiently and effectively.
  • Working with stakeholders to develop productive routines with the business, technology, control and risk organizations.
  • Communicating observations and recommendations to senior management for decisioning.
  • Monitoring and/or enhancing the efficacy of conditions triggering reviews and implemented recommendation.
  • Providing direction to team members, reviewing work, and providing one on one feedback.
  • May assist with documenting an end to end analysis of customer experience related to the emergence of customer complaints.
  • Partner with all levels of leadership, team members and business partners to identify, recommend and implement best practices.
  • Assists in establishing framework for operational reviews and suggests oversight strategies.
  • May support and drive strategic initiatives for the business.
  • Ability to perform and manage in a matrixed environment.
  • Maintains an awareness of the state of operational risk across the enterprise.
  • Escalates issues as appropriate to leadership and partners across lines of business to discuss findings.
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.

Required Qualifications
  • 4+ years of experience in one or a combination of the following: administrative support, project management, implementation, business operations or strategic planning
  • 1+ year of management experience

Desired Qualifications
  • Ability to exercise independent judgment to identify and resolve problems
  • Ability to organize and present analysis in a holistic manner for management decisions
  • Ability to perform advanced research and complex evaluations
  • Knowledge and understanding of complex regulatory/compliance issues and potential solutions
  • Knowledge and understanding of Wells Fargo Enterprise Complaints Policy
  • Ability to take initiative, identify opportunities and implement change
  • Strong analytical skills with ability to draw conclusions and translate findings

Other Desired Qualifications
  • 10+ years of experience in one or a combination of the following: Operational organizations focused on continued process excellence, optimizing customer service, customer contact, operations, or operational risk.
  • Experience working at an Enterprise level.

Job Expectations
  • Ability to travel up to 25% of the time


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.

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