Wells Fargo Contact Centers Control Manager - Operational Risk Manager 5 in West Des Moines, Iowa

  • About Wells Fargo*

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,200 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 265,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune’s 2017 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.__

Payments, Virtual Solutions, and Innovation

PVSI brings together the Company’s payments platforms, digital capabilities, as well as online, mobile, and phone channels and innovation teams. It has six major business units, including: Cards and Retail Services; Deposit Products Group; Digital Innovation Channels; Operations; Treasury, Merchant, and Payment Solutions; and Contact Center. It also invests in research and development and strategic partnerships to design and build next generation products and customers.

PVSI Control

The PVSI Control team is specifically responsible for the management of non-financial risk within PVSI, including operational risk, compliance risk, model risk, reputation risk and strategic risk.

The Roles

Each of the senior leader roles noted below will be responsible for designing, executing, and monitoring a front line risk and control program. Each leader will oversee a team responsible for the identification, assessment, monitoring, and management of non-financial risks related to processes and controls. These roles provide business management with an aggregate view of risk for their respective business processes, as well as assurance of the effectiveness and sustainability of the internal risk and control framework, including risk assessment, reporting, monitoring and escalation of control related issues.

Role #1: Customer Servicing

Design, execute, and monitor a front line risk and control program supporting processes related to the delivery of banking services to customers within the Contact Centers.

Role #2: Customer Service Management & Escalations

Design, execute, and monitor a front line risk and control program supporting Contact Centers’ processes of managing customer service and escalations.

Role #3: Contact Center Service Delivery Governance

Design, execute, and monitor a front line risk and control program supporting Contact Centers’ processes related to service delivery and management of human capital.

Specific Responsibilities:

  • Serve as subject matter expert (SME) for products, services, risks, processes, and controls within the aligned BU

  • Facilitate risk management activities within the front line and ensure compliance with enterprise requirements

  • Serve as the primary PVSI Control team liaison to business unit heads

  • Serve as an advisor to guide business and risk mitigation strategies

  • Create an aggregate view of risk across assigned businesses and products

Each of these roles require the following skills:

  • Ability to interact across multiple senior manager roles in both the business and newly created PVSI Control Risk-aligned and Support roles

  • Ability to proactively lead the BU-aligned teams to document the risks and controls associated with the key business processes in telling a process-based story on the control gaps related to all non-financial risk including compliance, operational, model, reputational, and strategic

  • Ability to challenge the business to define and execute flawlessly PVSI end-to-end processes and related controls including product lifecycle management, product design and development, rewards offers and embedded benefits, new product and service test and pilot, product launch, existing product evaluation, product lifecycle management, and digital payments

  • Ability to tie all control breaks and issues to business processes and complete an aggregate view of process risks for the PVSI organization

  • Ability to transition previous issue management, remediation, compliance assessment, governance, and other risk-aligned and support activities to the dedicated team to allow focus on the business process and control gaps impacting PVSI customers and the business


Each of these Business Unit Risk and Control Leaders will manage a team of risk and control subject matter experts supporting WFVC Contact Center business processes, risk analysis and self-assessment activities.

The candidate will work closely with other senior leaders across the PVSI and PVSI Control business in the development and execution of PVSI Control strategies and related business processes. Accordingly, critical success factors will include the ability to develop partnerships with multiple business and functional areas to provide process insight into the risks, controls, gaps, and trends which present opportunities to de-risk the current business

The Candidate

These roles require a collaborative leader capable of initiating action and managing change in a fast paced environment as well as strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement while having ability to make timely and difficult decisions.

Successful candidates will have ability to distill complex concepts, businesses, and processes across multiple teams into simplified and targeted solutions while communicating those concepts effectively and ensuring that all deliverables are met. They will use process and analysis skills to identify business problems and build compelling fact-based strategic recommendations. They will also have a demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including PVSI Control Team Executive, PVSI Business Unit Group Head and Process Owners, PVSI Risk-Aligned Control Teams, PVSI Control Support Teams, Independent Risk Management, Internal Audit, Legal, Control Leaders in other lines of business, and Regulatory Agencies.

Required Qualifications:

  • 10+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 10+ years of IT systems security, business process management or financial services industry experience, of which 6+ years must include direct experience in compliance, operational risk management, or a combination of both

  • 7+ years of management experience

Desired Qualifications:

  • Ability to articulate complex concepts in a clear manner

  • Advanced Microsoft Office skills

  • Excellent verbal, written, and interpersonal communication skills

  • Strong analytical skills with high attention to detail and accuracy

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=5456295&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.