Operations Director for Shared Services Operations

About Wells Fargo India & Philippines

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.

About this role:

Wells Fargo is seeking an Operations Director who will be part of Shared Services Operations. The Shared Services Operations within Wells Fargo I&P sits under WCOO organization consists of various utilities like Financial Crime Operations, Doc capture, Regulatory Operations, Tax Operations , Payments , Sanctions and QA and has a staff strength of ~ 2000+ FTEs. The teams are based out of India (Bangalore, Hyderabad & Chennai) & Philippines (Manila) undertakes variety of operations supporting multiple lines of businesses like Commercial Banking, CIB, Consumer Lending & WIM. Wells Fargo is seeking a leader to manage this within Shared Services at WFI&P and a Site Lead role in Philippines for Shared Services. The function has undergone significant expansion of footprint in Manila and there are plans to expand further in the coming years. Besides leading regulatory ops from Manila, this role will also be the leadership role for Shared Services in Manila providing the required leadership on the ground to all the team members in Shared Services Operations. The role is expected to further build and expand Shared Services by driving the growth strategy and executing it effectively. The growth includes scaling up in both, the headcount and complexity of incoming Shared Services Operations work under stringent timelines. This newly created role will lead existing team and work closely with the delivery leads in IP to further deepen the capability in I&P and strengthen the functional management team, increase engagement with the business and work closely with the US partners to maintain sustained delivery standards, strong controls and enhance functional capabilities. The incumbent in this role is expected to demonstrate significant leadership, be part of the Shared Services Ops leadership team, build the required structure, ensure there is robust understanding of processes and its complexities, team understand the business being supported, client impact and risk associated with in the processes. The individual will be required to maintain strong engagement with multiple functions/stakeholders, take ownership of the delivery and getting the processes to a steady state. This will require the incumbent to remain hands on, fully understand the scope of the work, and establish adequate governance and oversight. This individual will need to interact with various local management forums to ensure operations in Manila tun smoothly and any local issues are resolved/escalated appropriately for and on behalf of Shared Services Operations. Additionally, this role shall have a direct functional responsibility of leading the Currency Transaction reporting across India & Philippines, driving the delivery of Key Performance indicators (KPIs) for the operations.

In this role, you will:

• Manage and develop multiple specialized teams of less experienced managers and professional individual contributors with focus on delivering highly complex tasks and risk services for cross functional stakeholders, internal partners associated with the function or affected by its outcome
• Work with senior management to develop and execute business plans
• Integrate efforts of cross department initiatives with core business objectives
• Identify opportunities and strategies for process improvement and risk control development within the Operations management functional area
• Provide expertise on managing the most highly complex technical and operational processes with cross-group impact
• Lead Operations management team by making strategic decisions to resolve highly complex issues to meet higher risk deliverables
• Interpret and develop range of policies and procedures relating to Operational management area
• Collaborate with and influence functional team on the operational processes and initiatives
• Provide training and guidance to less experienced staff
• Manage allocation of people and financial resources for Operations
• Develop and guide a culture of talent development to meet business objectives and strategy

• 8+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management or leadership experience

• Leading and managing operations in a global Banking / Financial Services environment.
• Experience in Currency Transaction Reporting Operations
• Strong experience in developing and implementing operations strategy and delivery model
• Strong experience in managing large teams, developing strong performing teams and mentoring / coaching people to become leaders.
• Exhibits strong relationship / negotiation orientation with senior level business partners globally.
• Ability to work in a matrix environment and managing multiple competing priorities
• Excellent planning and organizing skills.
• Excellent verbal, written, and interpersonal communication skills.
• Strong stakeholder management, networking and relationship management skills.
• Strong client orientation and understanding of operational risk.
• Passion for quality and improving controls and operational performance.
• Ability to drive change and transformation, project management & implementation in business operations.
• Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
• Takes ownership and accountability for responsibilities, business outcomes, and for management of risk exposure.

• Lead large operations team to ensure service delivery is to the required enterprise standards to business expectations.
• Understand the processes under the remit and ensure there is adequate training and knowledge building with in the team to support the business.
• Work with senior management to develop and execute business plans
• Integrate efforts of cross department initiatives with core business objectives
• Provide expertise on managing the most highly complex technical and operational processes with cross-group impact
• Drive and motivate the team and establish a client focused culture of high performance, ownership, accountability, transparency and sustained performance
• Drive the team towards continuous process improvements, identifying opportunities for increasing productivity, efficiency, accuracy and improving controls and where ideas to eliminate waste are encouraged.
• Build and foster collaborative relationship with business partners, stakeholders and with local support teams. Ensure there is regular connect with key stakeholders to review performance, priorities and other business initiatives.
• Build a strong operations rhythm where meritocracy and positive behavior is rewarded, there is adequate talent management and succession planning and staff are encouraged to learn and grow.
• Be a full and active partner with the Transformation Program Lead & teams to ensure seamless delivery within the portfolio
• Develop requisite reporting & business metrics to monitor and drive the right outcome for the business and LOB stakeholders
• Collaborate with other enablers & teams i.e. Automation, IT, HR, Finance, Operation Transformation Office to drive Global and local re-engineering initiatives.
• Understand the cost of operations and continuously look at opportunities to drive the cost down without impacting the delivery
• Maintain strong culture of control and conduct and ensure risk is managed proactively and all process have robust business resiliency which is reviewed and tested periodically along with lines of businesses and risk partners.
• Work closely with local partners in HR, talent acquisition, finance, transitions, technology site management etc. to ensure requirements of CB / CIS are being met on ongoing basis.
• Provide training and guidance to less experienced staff
• Manage allocation of people and financial resources for Operations