About the position
Wells Fargo is seeking a Business Execution Consultant to be part of our Global Operations team. The Business Execution Consultant role will be responsible for working independently to analyze current operational needs around Telephony Solutions across Home Lending, Auto, and Unsecured Lending (ULO) lines of businesses. In this role, you will collaborate with line of business partners and key decision makers to share analysis through specialized expertise and present the best possible solution to address the business needs. You will manage conversations and leverage knowledge of the call routing platform to drive toward a solution, collaborate with line of business and technology partners to plan the implementation of a change, and act as the subject matter expert for complex call routing concepts. You will also monitor key success indicators, mitigate risk throughout implementation by conducting post-implementation testing, and document the performance and success of change with a focus on reducing risks while providing a quality product to internal and external customers.
Responsibilities
- Collaborate with line of business partners and key decision makers to share analysis through specialized expertise.
- Manage conversations and leverage knowledge of the call routing platform to drive toward a solution.
- Collaborate with line of business and technology partners to plan the implementation of a change.
- Collaborate with strategy teams to formulate a test plan and test cases.
- Act as the subject matter expert for complex call routing concepts and monitor key success indicators.
- Mitigate risk throughout implementation by conducting post-implementation testing.
- Monitor and document the performance and success of change.
- Leverage expertise in complex call routing scenarios and line of business functions to create requirements.
- Adapt communications for a variety of audiences.
- Provide support through various communication channels between the line of business and technology teams.
- Effectively communicate change to key stakeholders and business partners.
- Apply subject matter expertise to provide support in troubleshooting complex call routing issues.
- Independently manage reported issues and collaborate with business partners for resolution.
- Effectively resolve reported issues through research and testing.
Requirements
- 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through work experience, training, military experience, or education.
Nice-to-haves
- Excellent verbal, written and interpersonal communication skills.
- Proven experience with Inbound Call Routing systems and Telephony solutions.
- Previous Contact Center operations experience.
- Previous Consumer Operations experience which may include Home Lending, Auto and/or Unsecured Lending Operations (Credit Cards).
- Demonstrated flexibility in adjusting to changing business needs and timelines.
- Ability to grasp complex business issues quickly, recommend solutions, and drive resolution.
- Ability to work collaboratively across the organization, including with functional partners.
- Highly organized and detail-oriented, with the proven ability to handle multiple projects simultaneously.
- Experience with Five9 Contact Center Telephony system.
Benefits
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
