Senior Operations Supervisor ( Research / Remediation Supervisor 2 )

    • Manila, Philippines

About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a leading global financial services company with $2.0 trillion in assets and offices in over 37 countries. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides asset management, capital raising and advisory, financing, foreign exchange, payments, risk management, and trade finance services to support customers who conduct business in the global economy. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We also value the viewpoints of our team members and encourage them to be their best. 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. Learn more at our International Careers website .

Market Job Description
About Enterprise Global Services

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA., by supporting over half of Wells Fargo's business lines and staff functions across Technology, Business Services, Risk Services and Knowledge Services. EGS operates in Hyderabad, Bengaluru and Chennai in India and in Manila, Philippines. Learn more about EGS at our International Careers website .

About the Department

The Enterprise Complaints Management Office (ECMO) has accountability for driving consistency in our complaint management across the lines of business, aligning standards with regulatory requirements, and significantly improving reporting and root cause analysis all with the goal of enhancing the customer experience.

The organization is responsible for consistently adhering to the requirements established in the Complaints Management Policy , Complaints Taxonomy , and also complying with laws, rules, regulations, and supervisory guidance related to complaints. Additionally, the ECMO is responsible for executing complaint operations in a consistent and standard process, building operational risk controls, providing root cause analysis of complaints, and owning and maintaining the Enterprise Complaints Management Platform (ECMP).

About the Role

Research/Remediation Supervisor 2 is responsible for supervising Research/Remediation 3 and 4 in providing customer service for both internal and external customers.

Responsibilities

  • Manager and research escalation function and/or a larger, more complex group
  • Supervise workflow and quality of representatives, overseeing resolution to complex calls
  • Work with management team to identify problems, communicating company policy, procedures and practices
  • Make employment decisions and setting performance standards
  • Conduct performance evaluations, perform financial, product and/or business case analysis and complete projects as assigned


Market Skills and Certifications
  • Bachelor's degree
  • Minimum of 2 years of experience as a supervisor for customer service in BPO / call center
  • Financial experience or related experience is preferred
  • Amenable to work on shifting schedules including night shift, weekends and/or holidays
  • Amenable to work in McKinley Hill, Taguig


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.


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.

Wells Fargo is a diversified community-based financial services company with a vision to satisfy customer’s financial needs and help them succeed financially.

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