Alternative Investments Middle Office Service Manager
About The Position
About this role: Wells Fargo is seeking an Alternative Investments Middle Office Service Manager (Customer Service Manager) to join the Wealth & Investment Management organization. This leader will manage a high-touch Middle Office service team supporting complex Alternative Investment inquiries and delivering an exceptional experience for Financial Advisors working with High‑net‑worth (HNW) and Ultra‑high‑net‑worth (UHNW) clients. Learn more about our career areas and business divisions at WellsFargoJobs.com. In this role, you will: Lead, mentor, and develop a team of Alternative Investment Middle Office Support Consultants providing specialized, high-touch support for Alternative Investment processes. Resolve escalated issues related to the most complex HNW/UHNW accounts. Engage and collaborate with key internal stakeholders and business partners related to Alternative Investment experience Identify and recommend improvements to products, service standards, productivity goals, growth opportunities, and risk controls. Make decisions and resolve escalated inquiries to meet business objectives and ensure consistent client satisfaction. Assist with developing tracking, monitoring, and reporting capabilities. Manage special projects focused on service improvements and operational excellence. Support Alternative Investments leadership by communicating, implementing, and enforcing firm operational policies and procedures. Lead the team in delivering on Client Experience fundamentals and ensuring a comprehensive, high-quality service experience.
Requirements
- 4+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 2+ years of leadership experience
Nice To Haves
- Knowledge of Alternative Investment products
- Experience with the iCapital platform (or similar Alternative Investments trading platform)
- Strong operational expertise in customer service or client support strategies
- Demonstrated leadership capability
- Ability to assess issues, make decisions quickly, implement solutions, and influence change
- Effective change management skills
- Strong customer service orientation with the ability to balance needs of clients, shareholders, and team members
- Proficiency with Microsoft Office applications
Responsibilities
- Lead, mentor, and develop a team of Alternative Investment Middle Office Support Consultants providing specialized, high-touch support for Alternative Investment processes.
- Resolve escalated issues related to the most complex HNW/UHNW accounts.
- Engage and collaborate with key internal stakeholders and business partners related to Alternative Investment experience
- Identify and recommend improvements to products, service standards, productivity goals, growth opportunities, and risk controls.
- Make decisions and resolve escalated inquiries to meet business objectives and ensure consistent client satisfaction.
- Assist with developing tracking, monitoring, and reporting capabilities.
- Manage special projects focused on service improvements and operational excellence.
- Support Alternative Investments leadership by communicating, implementing, and enforcing firm operational policies and procedures.
- Lead the team in delivering on Client Experience fundamentals and ensuring a comprehensive, high-quality service experience.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
