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Contact Center Transformation Lead Business Execution Consultant

Company: Wells Fargo
Location: Saint Paul
Posted on: June 22, 2022

Job Description:

About this role:

A t Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargo is seeking a Lead Business Execution Consultant within our Enterprise Contact Center Transformation team to lead & support business analysis for multiple lines areas helping to identify data and reporting needs across all Wells Fargo contact centers, and ensuring technology and vendor partners are building what is needed to achieve the target state. Learn more about the career areas and lines of business at .

In this role, you will: Lead cross functional teams to strategize, plan, and execute a variety of programs, services and initiatives
Help define and deliver data and reporting needs for multiple contact center businesses
Enable robust reporting and dashboards that easily serve both a holistic enterprise view as well as individual lines of business
Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
Review strategic approaches and effectiveness of support function and business performance
Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations
Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives
Influence, guide and lead less experienced Strategy and Execution staff within the group
Partner with individual lines of business operations teams and technical data teams on driving consistency in data processes, schema, and hierarchy in support of enterprise program
Work as part of team in order to translate data mapping requirements
Work with other teams to Identify and incorporate new data sources
Help to identify and define data related testing needs in order to support new reporting capabilities
Educate user community on how to interpret data and use new tools that will be introduced
Review and research moderately complex business, operational, and technical challenges that require an in-depth evaluation of variable factors
Manage or participate on large cross group projects
Ensure adherence to compliance and legal regulations and policies on all projects managed
Mentor or manage less experienced staff, interns, and external contractors
Collaborate and consult with peers, colleagues, and more experienced managers to resolve issues and achieve goals
Required Qualifications, US: 5+ years of Management Consulting, Strategy Consulting, or Business Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications: Experience in large transformational programs
Experience and knowledge of contact center reporting and analytics, metrics, and KPIs
Experience in software development lifecycle management for larger scale initiatives, including requirements, agile project methodology, and testing
Experience in data strategy and/or reporting related change management & initiatives
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.

Keywords: Wells Fargo, St. Paul , Contact Center Transformation Lead Business Execution Consultant, Professions , Saint Paul, Minnesota

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