ATM Operations Escalations Manager

Wells Fargo & Company•Minneapolis, MN

1d•$77,000 - $133,000•Hybrid

About The Position

Wells Fargo is seeking an ATM Operations Escalations Manager to lead a team in the ATM Support Group (ASG) within ATM Operations. The Operations Manager will oversee a group of assigned employees focused on troubleshooting and remediating complex, escalated hardware faults. Will also identify and log internal complaints related to ATM service and hardware performance from branches, regional managers and executives, communicate updates with stakeholders through incident resolution, drive performance of the ATM & TCR network by improving dispatch processes within ASG and associated lines of business and responsible for meeting incident resolution timelines to decrease overall hardware escalations and long-running faults. In this role, you will: Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in support of risk management and compliance Engage stakeholders and internal partners associated within the Operations area Work independently on moderately complex issues and projects Identify opportunities for process improvement and risk control development and escalates issues to more experienced management Provide training, performance, evaluation and coaching of less experienced team Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility Provide responsibility for budget and financial performance Collaborate and influence all levels of professionals including more experienced managers Lead team to achieve objectives Manage allocation of people and financial resources for Operations Mentor and guide talent development of direct reports and assist in hiring talent

Requirements

5+ years of Operations 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

Experience with ATM and or TCR hardware operation, including technical troubleshooting
Vendor management, escalations and incident lifecycle experience
Comfortable communicating complex and high-profile topics with multiple lines of business, including senior leadership

Responsibilities

Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area
Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in support of risk management and compliance
Engage stakeholders and internal partners associated within the Operations area
Work independently on moderately complex issues and projects
Identify opportunities for process improvement and risk control development and escalates issues to more experienced management
Provide training, performance, evaluation and coaching of less experienced team
Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives
Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility
Provide responsibility for budget and financial performance
Collaborate and influence all levels of professionals including more experienced managers
Lead team to achieve objectives
Manage allocation of people and financial resources for Operations
Mentor and guide talent development of direct reports and assist in hiring talent