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Quality Assurance Associate Manager

  • Operations
  • Full time
  • R-182597

Job Description

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 the Department

The Enterprise Customer Excellence Group (ECEG) 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 employees have the tools and training necessary for success.

About the Role

The role is responsible for managing the team conducting and reviewing actions, transactions, documentation, processes and programs to ensure quality standards are met, relevant controls are followed and executed, and deficiencies are identified and addressed.


Responsibilities:

  • Managing staff and coordinating workflow in order to maintain quality standards and ensure daily/weekly/monthly deliverables are met 

  • Providing guidance to staff for resolution of complex issues where expertise is required to interpret and administer company policies, procedures, and compliance/regulatory issues

  • Managing LOB-specific activities and providing credible challenge and direction to business partners on complex issues in order to mitigate risks to the bank

  • Determining root cause and identifying appropriate solutions to correct and/or escalate problems Participating and leading strategic initiatives to support business goals and department objectives

  • Developing presentation materials in a clear and concise manner and conveying complex topics simply and reasonably

  • Representing the department or functional area at a broader level audience in diverse forums

  • Designing/developing, implementing, and enhancing monitoring programs and will partner with managers from each supported business line to provide information and consultation while ensuring continuous improvement and full transparency.

  • Participating in talent acquisition activities

  • Manage and implement special projects as designated

Required Qualifications 

  • 5+ years  of experience in a financial services environment; or 4+ years of experience in experience in one or a combination of the following: financial services administration, underwriting, claims resolution or quality assurance

  • College Graduate (4 years)

  • At least 3 years of people manager experience

  • Experienced people manager in the BPO industry; Must be an exceptional leader with a proven and verifiable track record of leadership accomplishments.

  • Ability to Motivate a team to provide desired results

  • Ability to coach under performing individuals to improve results; be respectful but ensure there is a sense of urgency

  • Must be willing to work evening shift (8PM to 5AM, PHT+8)

  • Amenable to work in McKinley HIll, BGC, Taguig City

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.


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