Branch Product Support Associate Manager

About this role:

Wells Fargo is seeking a Branch Product Support Associate Manager to lead a team of Branch Product Support Representatives (BPSRs) within the Banker Connection organization. In this role, you will be responsible for driving team performance through coaching, quality management, and employee development while ensuring the delivery of exceptional support to branch bankers across the United States. The role also partners closely with business stakeholders to achieve operational objectives, support key initiatives, and foster a high-performing team environment.

In this role, you will:

• Supervise the team to ensure an exceptional customer experience, manage risk, and support growth
• Coach and provide feedback leveraging performance management tools and processes
• Establish, develop, and maintain positive business and customer relationships
• Evaluate team performances and recommend process or policy improvements to enhance customer satisfaction
• Assist team with administrative services
• Make supervisory decisions and resolve issues related to products and services
• Leverage interpretation of policies, procedures, and compliance requirements
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for Branch Product Support
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Branch or Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years of leadership experience

Desired Qualifications:

• 1+ year of people leadership experience, including coaching, performance management, and employee development.
• Experience managing performance metrics, quality assurance, and service-level objectives in an inbound support environment.
• Strong coaching and mentoring skills with the ability to develop high-performing teams.
• Experience conducting call reviews, providing feedback, and driving performance improvement initiatives.
• Excellent verbal and written communication skills with the ability to effectively engage with employees and business partners.
• Strong problem-solving, decision-making, and organizational skills.
• Ability to manage multiple priorities and adapt to a fast-paced operational environment.
• Experience supporting banking, consumer financial services, or customer support operations is preferred.
• Bachelor's degree or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.

Job Expectations:

• Must be amenable to working at McKinley, Taguig City.
• Must be amenable to a hybrid work arrangement, with 3 days onsite and 2 days remote per week.
• Must be amenable to working within the team's operating hours of 8:30 PM to 8:30 AM Manila time.
• Must be amenable to a Monday to Friday schedule with weekends off, and may be assigned to either opening or closing shifts based on business needs and manager alignment.
• Must be amenable to observing the US holiday calendar in accordance with business requirements.

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.