Consumer & Small Business Banking (CSSB)

Consumer and Small Business Banking (CSBB) provides financial services to consumer banking, consumer lending, and small business customers through over 4,300 retail bank branches and more than 11,000 ATMs in 36 states and the District of Columbia, as well as through 20 customer service centers. CSBB is focused on continuously improving our customer satisfaction, by simplifying our products, pricing and processes and targeted innovation at scale.

The Role

The Regional Services and Support Leader (Executive) is part of the Branch Oversight and Support Group (BOS) within CSBB. This leader has overall responsibility for Regional Services and Support teams and functions including Regional Services, Business Support, Regional Banking Incident Management, Alternate Channels.

The CSBB Support team provides strategic, and operational support to CSBB Risk Operations & Supervision, Branch Banking, and key partners to achieve operational excellence. The team strives to be an advocate for Consumer and Small Business Banking through support of the branch network, risk management, enterprise initiatives, and ongoing transformational change. The Support teams and functions include Advocacy, Litigation/Research, Strategic Operational Support, Strategy and Performance, Loudspeaker and Fraud and Operational Risk events.

This position is responsible for 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.

Responsibilities include:

• Lead Regional Services team of 300 team members that is distributed throughout the country to provide direct support to branches to ensure successful operational excellence and risk management in our branches.
• Lead supporting components of the team that manage intake for Regional Services inspections and provide Incident Management support to the branches in the event of security, health or other significant incidents that require coordinated response.
• Hire, coach and mentor team to provide inspections and oversight for the branches, to help interpret strengths and opportunities for the branches in areas of operational excellence and risk management based on multiple data points, and to provide support, guidance, consultation and mentorship to local branch leadership to improve their operational excellence and risk management performance.
• Identify Business Execution opportunities and strategies for process improvement and risk control development over the long-term to ensure operational excellence and process efficiency.
• Oversee collaboration with CSBB Support and Front-Line Monitoring to transform full branch cash audits performed by Regional Services into a formal SAA. Direct team to utilize existing analytics, dashboards, and metrics to demonstrate successful implementation.
• Lead and direct team to execute on a team strategy to align with the branch network and support the operational risk landscape and performance.
• Lead team through a successful strategic realignment of the Regional Services team to accommodate ongoing branch consolidations. Drive and facilitate a structured approach including growth market strategies. Monitor partner support ratios to promote partnership and operational excellence.
• Proactively identify opportunities for process and business routine improvements, risk mitigation and potential issues by utilizing existing business analytics and risk management monitoring strategies.
• Provide guidance to CSSBS leadership in achieving key initiatives including refresh RSI methodology; expand and formalize Full Branch Cash Audits; expand ORE reporting beyond required under program; modify ORE loss mapping (RCSA) and resolve all audit issues.
• Enhance Fraud Risk Management Program document.
• Champion change while ensuring CSBB leaders and team activities remain connected and aligned to CSBB Risk Operations & Supervision and CSBB strategic priorities.
• Model and lead the CSBBS team to act as a strong liaison, partnering and collaborating with CSBB and other key business partners to advocate simple, streamlined, and effective initiatives, processes, and procedures.
• Lead CSBBS participation and support of issues management and monitoring programs.
• Promote and engage CSBBS leadership in the identification of team efficiencies and collaboration opportunities to meet desired outcomes.
• Ensure teams provide impactful support of key initiatives and objectives and effectively collaborate with key stakeholders and partners to achieve desired results. Encourage and promote exceptional support of Regional Services inspection activities to include the identification of efficiencies that streamline processes or increase capacity for Regional Services teams.
• Provide leadership and guidance to the Regional Banking Loudspeaker Liaison ensuring Loudspeaker submissions are reviewed, monitored, and resolved within designated SLAs. Maintain accountability to the Loudspeaker program, including the identification of SMEs to evaluate submissions and provide decisions within defined SLAs.
• Promote the Loudspeaker program within the CSBBS team and line-of-business. Periodically review submissions and discuss outcomes with the team and provide recognition for great ideas submitted by CSBBS employees.

The Candidate

This candidate must be an exceptional leader in terms of character, competency and commitment. The leader must have a track record of having established or grown a business in a responsible way. The leader is able to translate a strategy into execution, attract and retain the talent required, build an engaged organization, grow customer satisfaction and be able to work effectively across many functions, groups and lines of defense.

Required Qualifications:

• 8 years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 4 years of management experience

Desired Qualifications:

• Expert communication, partnership, and consultation with senior and executive partners in the line of business and across CSBB.
• This leader is required to act with independence and autonomy to drive direct team as well as influence cross functionally to achieve business results within established timelines.
• This leader must have strong skills in collaboration, leadership, influence, and championing change.

Open to other Wells Fargo locations

Pay Range

Benefits

Wells Fargo provides all eligible full- and part-time employees with a comprehensive set of benefits designed to protect their physical and financial health and to help them make the most of their financial future. Visit Benefits - Wells Fargo Careers for an overview of the following benefit plans and programs offered to employees.

• 401(k) Plan
• Paid Time Off
• Parental Leave
• Critical Caregiving Leave
• Discounts and Savings
• Health Benefits
• Commuter Benefits
• Tuition Reimbursement
• Scholarships for dependent children
• Adoption Reimbursement

Posting End Date:

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

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, status as a protected veteran, or any other legally protected characteristic.

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.