Director of Banker Connection Operations

About this role:

Wells Fargo is seeking a Director of Banker Connection Operations within Consumer Banking and Lending (CBL).

The Director of Operations for the Banker Connection team is a senior leadership role responsible for driving operational excellence across key functional areas including Workforce Management, Productivity and Performance, and Communications and Engagement. This leader will oversee the day-to-day and strategic operations of the team, ensuring alignment with enterprise goals and delivering measurable outcomes that enhance both employee and customer experiences.

Are you looking for more? Find it here. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it! Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. Learn more about the career areas and business divisions at wellsfargojobs.com.

In this role, you will:

• Manage and develop multiple business functional areas with focus on implementing and delivering long-term strategies, policies, and process advancements for cross-functional stakeholders, and internal and external partners associated with the area of Business Execution or who are affected by its outcomes
• Identify Business Execution opportunities and strategies for process improvement and risk control development over the long-term in order to ensure operational excellence and process efficiency
• Lead Business Execution team for assigned initiatives ensuring solutions are designed, integrated, and controlled to improve effectiveness, limit risk exposure, and create efficiencies as appropriate
• Interpret and develop a range of policies and procedures for long-range and fundamental retooling of perspective, approach, culture, quality, relationships, operations, and capabilities
• Collaborate and influence functional management to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo strategies or policies and business line objectives
• Manage allocation of people and financial resources for Business Execution
• Develop and guide a culture of talent development to meet business objectives and strategy

Key Responsibilities:

Strategic Leadership & Oversight

• Provide vision, direction, and leadership across core operational functions within Banker Connection.
• Develop and execute strategies that optimize workforce planning, performance management, and engagement initiatives.
• Serve as a key advisor to senior leaders, translating business priorities into actionable operational plans.

Workforce Management

• Lead workforce planning and forecasting to ensure optimal staffing levels and resource allocation.
• Partner with HR and analytics teams to monitor capacity, scheduling, and utilization trends.
• Implement tools and processes that support real-time workforce insights and decision-making.

Productivity & Performance

• Establish and monitor performance metrics across teams to ensure delivery against service level agreements and business goals.
• Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.
• Lead calibration efforts across teams to ensure consistency in performance expectations and outcomes.

Communications & Engagement

• Oversee internal communications strategy to ensure timely, transparent, and impactful messaging across the Banker Connection team.
• Champion employee engagement programs that foster a culture of inclusion, recognition, and growth.
• Act as a cultural ambassador, reinforcing organizational values and promoting team cohesion.

Team Leadership

• Directly lead and develop a team of operational leaders responsible for executing on workforce, performance, and engagement goals.
• Provide coaching, mentorship, and performance feedback to ensure leadership effectiveness and team development.
• Foster a high-performance culture that encourages accountability, innovation, and collaboration.

Required Qualifications:

• 10+ years of Business Execution, Implementation, or Strategic Planning experience, including Management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education

• 4+ years of management or leadership experience

Desired Qualifications:

• Proven experience in leading large-scale operations within financial services or customer support environments.
• Strong background in workforce management, performance analytics, and employee engagement.
• Demonstrated ability to lead cross-functional teams and drive enterprise-level outcomes.
• Exceptional communication, strategic thinking, and problem-solving skills.
• Experience with operational tools, dashboards, and reporting systems.

Job Expectations:

• This position offers a hybrid work schedule.

This position is not eligible for Visa sponsorship.

Posting Locations:

• 2222 W Rose Garden Ln - Phoenix, Arizona 85027

Required locations listed above.

Salary range is determined by location of the job. May be considered for a discretionary bonus.

Please note: Job posting may come down early due to volume of applicants.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.