Business Relationship Support Manager - Ebill Technical and Production Support

Wells Fargo Bank•Tempe, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking a Business Relationship Support Manager to lead the Ebill Technical and Production Support team within Merchant Services. This role leads the Ebill Technical and Production Support contact center team serving merchant billers, application end users, internal servicing teams, and liaising with technology and product partners. This leader is accountable for people leadership, daily operations, service quality, technical issue management, risk and control execution, partner coordination, and continuous improvement across supported payment processing products and applications. The team provides phone, email, and case-based support for e-commerce and payment application billers/users to assist them with managing receivables, initiate payment transactions, upload files, administer access, and reporting. The manager will build technical capability, guide escalations, ensure consistent case handling, and partner with account/relationship management, sales consultants, product, technology, operations, incident management, and third-party providers to minimize operational disruption and maximize servicing customer experience.

Requirements

5+ years of Business Relationship Support 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 leading a customer-facing technical or production support team in a contact center environment.
Experience supporting merchant services, treasury management, e-commerce, receivables, or payment processing products and applications.
Working knowledge of payment platforms or applications such as BillerIQ, Cybersource, Payments, Fraud Manager, Transaction Search, or similar systems.
Experience managing escalations, production incidents, customer-impacting defects, and third-party provider coordination.
Knowledge of web applications, user access, file transmission, transaction reporting, APIs, internet connectivity, browsers, operating systems, firewalls, proxies, and cloud-based software.
Experience with CRM, ticketing, case management, service management, call routing, call reporting, workforce management, and Microsoft 365 tools.
Demonstrated ability to use operational data to manage service levels, case aging, productivity, quality, customer experience, staffing, and risk.
Strong coaching, performance management, talent development, communication, decision-making, and change leadership skills.
Proven problem analysis and resolution skills with strong attention to detail, sound judgment, and the ability to translate technical information for non-technical audiences.
Ability to collaborate and influence across organizational levels while working in a fast-paced, deadline-driven environment.
Bachelor’s degree, technical coursework, technology certification, or equivalent experience in technology, business, operations, or a related field.

Responsibilities

Lead the Ebill Technical and Production Support team and establish clear expectations for customer service, technical troubleshooting, case quality, productivity, timeliness, and compliance.
Manage daily contact center operations, including work allocation, queue and case monitoring, coverage, service levels, staffing, schedule adherence, and resolution of operational issues.
Coach, develop, and retain team members through regular feedback, performance management, career development, cross-training, succession planning, and recognition.
Recruit and onboard talent with the customer service, technical, analytical, and communication skills needed to support payment processing applications.
Provide leadership for complex, high-impact, recurring, or higher-risk issues involving application access, web portals, connectivity, transaction inconsistencies, reporting, file uploads, user administration, and related cloud-based software.
Ensure incidents and service requests are accurately documented, prioritized, resolved, or escalated with complete troubleshooting steps, customer updates, business impact, severity, and resolution details.
Coordinate escalations with product management, technology operations, incident management, internal servicing teams, and third-party providers; maintain ownership through resolution and communication.
Monitor customer-reported defects, production trends, case aging, repeat contacts, quality findings, service levels, and customer feedback to identify risks and improvement opportunities.
Maintain clear procedures, knowledge resources, and standard workflows that support consistent troubleshooting, faster resolution, audit readiness, and effective cross-training.
Identify and implement process improvements and risk controls that improve service quality, operating efficiency, team capacity, and customer outcomes.
Interpret and apply policies, procedures, risk requirements, and regulatory obligations; ensure timely completion of required controls, training, assessments, affirmations, audit actions, and business continuity activities.
Review operational and performance reporting, communicate trends and risks to senior leadership, and develop action plans when results do not meet expectations.
Build productive relationships across the organization, communicate effectively with technical and non-technical audiences, and influence decisions that support timely issue resolution.
Manage people and financial resources within established plans and make sound day-to-day decisions related to staffing, priorities, operations, and escalations.
Customers and internal partners receive timely, clear, professional support that minimizes service and operational disruption.
Cases are accurately documented, prioritized, resolved, or escalated with appropriate ownership, severity, and communication.