Lead Business Accountability Specialist

About this role:

Wells Fargo is seeking a Lead Business Accountability Specialist

In this role, you will:

• Lead complex initiatives with broad impact which are designed to mitigate current and emerging business risk issues and concerns; act as key participant in large-scale, cross-functional planning for the business
• Assess, analyze, and design complex and multi-faceted controls, protocols, and approaches with respect to risk mitigation and the control environment, including ensuring effective planning for sustainability, ongoing control adherence, reporting, measurement, technology impacts, and monitoring
• Make decisions in complex and multifaceted situations requiring solid understanding of business’s functional area or products, operations, and regulatory environment; facilitate decision-making and issue resolution, and support implementation of developed solutions and plans; influence and lead key business partners to meet deliverables and drive new initiatives
• Strategically collaborate and consult with peers, colleagues, and mid to senior-level managers to identify current and emerging risks associated with business activities and operations, and provide guidance in interpreting, developing, and implementing risk-mitigating strategies
• Act as liaison for the business with external parties to support timeliness, appropriate response strategy, and effectiveness of communications and materials
• May lead projects, teams, or serve as a peer mentor

Required Qualifications:

• 5+ years of risk management, business controls, quality assurance, business operations, compliance, or process experience, or equivalent demonstrated through one or a combination of the following:  work experience, training, education

Job Expectations:

• Responsible for delivering strong operational performance across assigned business processes by meeting productivity, utilization, quality, SLA/TAT, risk, regulatory, and control expectations. The role requires strong ownership of core and cross-trained processes, adherence to governance standards, active participation in transitions, and a continuous focus on process improvement, automation, and operational excellence.
• The incumbent will support end-to-end business priorities across processes such as CB & CIB E-COMM, CSCTR, Redress, Customer Surveys, Complaints Capture, and other aligned operational functions, while maintaining a strong QA mindset, risk awareness, and transformation-oriented approach.
• Demonstrate a strong transformation mindset by proactively identifying opportunities to eliminate or reduce manual efforts through effective process improvements, automation, and innovative solutions. Approach all work with a robust QA mindset, applying quality strategies consistently to enhance end-to-end process understanding and ensure accuracy, efficiency, and risk mitigation. Develop a holistic view of workflows by analyzing them from a QA lens, identifying gaps, root causes, and improvement opportunities across simple and complex problem statements.
• Leverage Copilot, Power apps, and other digital tools to improve personal productivity, accelerate analysis, enhance decision-making, and support the design of scalable, sustainable solutions that drive operational excellence.

Desired Qualifications:

1. Quality Assurance & Process Control

• Maintain high-quality standards with strong adherence to process requirements and quality targets.
• Perform Internal QC activities across CB & CIB E-COMM, CSCTR, Redress, Customer Surveys, Complaints Capture, and related processes.
• Apply a robust QA mindset to identify errors, process gaps, control weaknesses, and improvement opportunities.
• Conduct or support error analysis and quality improvement discussions to strengthen process performance.
• Ensure zero or minimal escalations related to quality, production, or process execution.
• Support accurate and timely process reporting with strong attention to detail.

2. Transformation, Automation & Continuous Improvement

• Identify opportunities to improve productivity, quality, TAT, and overall process efficiency.
• Recommend and support automation, simplification, and process improvement initiatives.
• Implement best practices and contribute meaningful ideas to reduce manual intervention.
• Leverage digital tools such as Copilot, Power Apps, Tachyon, and other approved platforms to improve productivity, analysis, decision-making, and operational outcomes.
• Participate in Gen AI, ML, and digital capability-building initiatives.
• Develop a holistic understanding of workflows and identify scalable, sustainable solutions.

Required Skills & Competencies

• Strong operational execution and time management skills.
• Good understanding of productivity, utilization, quality, SLA/TAT, and scorecard expectations.
• Strong attention to detail and quality orientation.
• Ability to perform QC, error analysis, and process gap identification.
• Risk and control mindset with strong compliance awareness.
• Ability to adapt to new transitions, changing priorities, and business requirements.
• Strong communication, reporting, and stakeholder management skills.
• Continuous improvement and transformation mindset.
• Working knowledge or willingness to adopt digital tools such as Copilot, Power Apps, Tachyon, Gen AI, and automation platforms.
• Ability to work independently and deliver additional responsibilities accurately and on time.
• QA/QC experience, fully aware about CMP policy and taxonomy elements.
• Flexible with Shifts

Required AI Skills and Competencies

• Understanding and Application of AI Tools: Ability to leverage AI platforms (e.g., Microsoft Copilot, GitHub Copilot, Tachyon, Agent space) for routine tasks such as summarizing information, drafting content, and analyzing data, while maintaining human oversight.

• Critical Thinking: Ability to interpret AI outputs, validate insights, and make informed business decisions.

• Responsible AI Use: Awareness of ethical considerations, data privacy, and compliance when using AI solutions.

• Adaptability and Continuous Learning: Commitment to upskilling and staying current with emerging technologies.

• Strategic Integration: Ability to identify opportunities for AI to drive business outcomes and efficiency. Champion AI literacy and adoption in teams, and manage change.

• Governance and Risk Oversight: Ensure responsible AI practices, compliance with regulatory standards, and ethical deployment across teams.

• Vendor and Technology Evaluation: Assess AI tools and platforms for suitability, scalability, and alignment with Wells Fargo’s enterprise standards.

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.