Wells Fargo Analytic Manager 3 - Customer Complaints Analytics Leader in Charlotte, North Carolina

At Wells Fargo, we have one goal: to satisfy our customers’ financial needs and help them achieve their dreams. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wholesale Banking provides financial solutions to businesses across the United States and globally. Our nine major business lines include Business Banking, Middle Market Banking, Government and Institutional Banking, Corporate Banking, Commercial Real Estate, Financial Institutions Group, Wells Fargo Commercial Capital, Wells Fargo Securities, and the Investment Portfolio. We also have groups in credit risk, group risk, finance, marketing, human relations, and the Wholesale Chief Operating Office that support our businesses.

The Wholesale Analytics group is part of Wholesale Relationship Strategies & Insights, and provides reporting and analytic support to all of Wholesale. The team functions as a key central analytic function for relationship and sales growth, and provides insight into Wholesale-wide metrics and reporting needs, developing innovative analytic solutions to support business growth and monitoring. This group develops analyses and reports to support strategic growth, attrition, conduct risk, and any other areas where businesses may need analytic/reporting support. Specifically, this group supports multiple transformational business strategies and initiatives in Wholesale such as Customer 360, Wholesale Relationship Management Foundations (WRMF), CRM and pipeline analytics, customer segmentation, customer excellence, customer complaints and sales practices.

This individual will lead a team within the Wholesale Analytics group that is dedicated to supporting the Wholesale Customer Complaints work being led by the Customer Excellence group within the Wholesale COO group. This work may also expand into supporting other Customer Excellence strategies such as Customer Experience and Voice of the Customer. The successful candidate will facilitate the development of customer complaints dashboards, analyses, and presentations for executive level audiences. As such, they will be an expert at guiding their team in distilling vast information into succinct actionable insights, present that information with the story in mind, in a polished format that is relevant to senior leadership. This leader will need to be comfortable leveraging data from multiple sources, internal and external. Experience with text analytics is a plus. They need to execute a vision with loosely defined business requirements, and anticipate business needs that may not be explicitly articulated. They will be responsible for development and implementation of a comprehensive, consistent, and accurate analytics and dashboard development. Further, they will support our critical efforts to strengthen our insights-driven culture as an integral element of our business model and practices.

This leader will drive and enable close partnerships with other analytic and reporting teams, Customer Excellence, LOB business partners, Wholesale Business Solutions (WBS), WRS&I Relationship Programs and Governance, and other partners as appropriate. This leader will also foster partnerships with other analytic teams across the Enterprise to continue to drive WF consistency in analytic and reporting structures, and explore new innovative thinking/ideas to be leveraged by the team. As such, the successful candidate will effectively use of interpersonal and communications skills with tact and diplomacy, and effectively collaborate on projects. They will have an analytic curiosity, an ability to cultivate analytic talent and curiosity in others, a strong desire to dig deeper, and the ability to solve complex problems quickly and creatively.

This leader will drive a team of analysts at varying levels in the execution of:

  • Identification of relevant metrics to provide insights into Wholesale customer complaints and customer excellence programs and strategies, including development of KRIs and KPIs;

  • Supporting complex activities related to business analysis by responding to requests from the Customer Excellence team as well as from lines of business, and conduct in-depth analyses and ad-hoc reporting.

  • Process development (and technology development in partnership with technology partners) to support the identification, monitoring, and reporting of KRIs, KPIs, and other metrics, including sourcing information for analytics development;

  • Providing actionable insights and make strategic recommendations to the line of business based on thought-provoking and sound analytics, both proactively and in response to business partners’ requests

  • Applying knowledge of business, customers, and/or products/services/portfolios to synthesize data to 'form a story' and align information to contrast/compare to industry perspective

  • Socializing and training of stakeholders regarding utilization and role of metrics in programs

  • Preparing and producing thought-provoking dashboards to senior management and other stakeholders.

This role will be located in Charlotte, NC.

Team members 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.

Required Qualifications:

  • 6+ years of experience in one or a combination of the following: reporting, analytics, or modeling

  • 2+ years of management experience

Desired Qualifications:

  • Ability to think strategically, implement, and deliver business objectives

  • Ability to coordinate completion of multiple tasks and meet aggressive time frames

  • Ability to negotiate, influence, and collaborate to build successful relationships

  • Excellent verbal, written, and interpersonal communication skills

  • Extensive knowledge and understanding of research and analysis

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5400591&PostingSeq=1.

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.