Account Resolution Senior Manager

Wells Fargo & Company • Irving, TX

4d • Hybrid

About The Position

Wells Fargo is seeking an Account Resolution Senior Manager supporting our Auto Collections Team for our Auto Operations. This leader will drive to build and maintain a culture of operational excellence. Auto Operations is focused on our Imperative of Being Well Managed, Making Auto Operations the Best Place to Work, Saving Customers Time and Money, and Achieving Great Economic Outcomes. Learn more about the career areas and lines of business at wellsfargojobs.com. In this role, you will: Manage several Account Resolution areas and develop teams of individual contributors and managers in roles with moderate complexity and risk to accomplish goals Engage and influence stakeholders, internal partners, and peers associated with the function to support business goals and Account Resolution objectives Identify and recommend opportunities for Account Resolution process improvement and risk control development by analyzing service standards, market trends, and emerging issues to develop new business strategies Determine appropriate strategies and actions of Account Resolution team to meet moderate to high-risk deliverables Interpret and develop policies, as well as procedures for ensuring overall compliance with government regulations and company policies for business functions Collaborate with and influence teams across all levels, including managers Interact directly with external customers Manage allocation of people and financial resources to ensure commitments are met and aligned with strategic objectives in Account Resolution functional area Develop and guide a culture of talent development for Account Resolution functional area to meet business objectives and strategy

Requirements

• 7+ years of Account Resolution, customer contact, Customer Service, or Sales environment experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years management or leadership experience

Nice To Haves

• Strong risk management and compliance skills
• Strong attention to detail and analytic aptitude
• 5+ years’ experience in auto customer support services and/or collections
• 3+ years’ experience in managing and motivating frontline operational teams including experience in managing leaders
• Ability to achieve high production and quality standards
• Experience leading in a fast paced, demanding, and deadline driven environment while maintaining employee engagement
• Ability to assess current processes/procedures and make recommendations for efficiency.
• Experience in executing on initiatives with broad impact which are designed to mitigate current and emerging business risk issues and concerns
• Meeting facilitation experience in leading discussions that result in consensus and commitment
• Ability build and maintain a culture of operational excellence
• Ability to handle multiple important projects simultaneously
• Have a high sense of personal accountability.
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Excellent verbal, written, and interpersonal communication skills

Responsibilities

• Manage several Account Resolution areas and develop teams of individual contributors and managers in roles with moderate complexity and risk to accomplish goals
• Engage and influence stakeholders, internal partners, and peers associated with the function to support business goals and Account Resolution objectives
• Identify and recommend opportunities for Account Resolution process improvement and risk control development by analyzing service standards, market trends, and emerging issues to develop new business strategies
• Determine appropriate strategies and actions of Account Resolution team to meet moderate to high-risk deliverables
• Interpret and develop policies, as well as procedures for ensuring overall compliance with government regulations and company policies for business functions
• Collaborate with and influence teams across all levels, including managers
• Interact directly with external customers
• Manage allocation of people and financial resources to ensure commitments are met and aligned with strategic objectives in Account Resolution functional area
• Develop and guide a culture of talent development for Account Resolution functional area to meet business objectives and strategy

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees