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Operations Associate Manager

  • Operations
  • Full time
  • R-217630

About this role:

Wells Fargo is seeking an Operations Associate Manager. A front line management role, responsible for the overall operational performance of quality control processes within Line of Business (LOB), and contributes to formulation of organization wide operational strategy and policies. Should be an industry expert and may serve on LOB/ organization wide tasks or project teams and manage process and lead a team of 7 - 15 Quality assurance analyst. Actively participate in projects/ process enhancements and encourage creative thinking amongst the team.


In this role, you will:

  • Supervise a team of Operation Specialists responsible for moderately complex transactional and operational tasks such as processing servicing related tasks, identifying problems, improving service levels and develop metric to measure growth and performance
  • Ensure timely completion, quality and compliance within the operation area
  • Work independently on moderately complex issues and projects
  • Identify opportunities for process improvement and risk control development and escalates issues to senior management
  • Provide training, performance, evaluation and coaching of less experienced team
  • Make daily supervisory decisions and resolve moderately complex business issues related to team supervision, work allocation and daily operational tasks under direction of Operations management
  • Leverage interpretation of policies, procedures, and compliance requirements
  • Collaborate and influence all levels of professionals including senior managers
  • Lead team to achieve objectives
  • Manage allocation of people and financial resources for Operations
  • Mentor and guide talent development of direct reports and assist in hiring talent


Required Qualifications, International:

  • Experience in Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • Experience of 6-8 years in mortgage origination business and with 2-3 years of Leadership experience.
  • Graduate degree
  • Ability to research, compile, and perform complex analysis on critical operational data
  • Ability to connect the dots across various business operation, ability to identify opportunities for improvement through automation /other tools
  • Ability to partner & coordinate with other functions on projects
  • Excellent verbal, written & interpersonal communication skills
  • Drive initiatives and innovative projects  
  • Experience of managing large teams and resources located remotely
  • Proven ability to work with senior stakeholders and business partners


Desired Qualifications:

  • US End to End Fulfillment Knowledge, Underwriting & Closing experience is an added advantage
  • Flexibility with shifts
  • Experience of 6-8 years in mortgage origination business and with 2-3 years of Leadership experience.


Job Expectations:

  • Directly manage teams comprising Quality Assurance analyst/ Subject Matter experts
  • Interact and/or negotiate with senior level business partners in WF US and India & Philippines
  • Flexibility to work in shifts and open for lateral opportunities as per the business requirements
  • Take a lead role in developing and implementing best practices
  • Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures
  • Manages operations of various shared service functions supporting multiple lines of businesses ensuring transitions progress smoothly and process meets its agreed KRAs
  • Responsible for creating and monitoring business goals for team that align to Enterprise goals (including LoB expectations) and I&P goals
  • Foster strong relationship with LOB leaders through regular communication
  • Ensure I&P people strategy is implemented with focus on growth and development needs of employees
  • Plan, Execute and Responsible for People, Process, Risk, Operational Excellence
  • Drive efficiency targets and add value to the business
  • Focus on cross training for optimal utilization
  • Maintains quality service by enforcing desired standards; analyzing and resolving quality / SLA issues; identifying trends; recommending system improvements
  • Build domain expertise to support LOB transition to I&P.
  • Contribute to organization's efficiency goals.
  • Ability to manage pressure and collaborate with multiple stakeholders & partnership
  • Deliver exceptional partner experience
  • Build future relevant capabilities linked to enterprise objectives

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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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