Director of Banker Connection Operations

Wells Fargo•Phoenix, AZ

2d•Hybrid

About The Position

Wells Fargo is seeking a Director of Banker Connection Operations within Consumer Banking and Lending (CBL). The Director of Operations for the Banker Connection team is a senior leadership role responsible for driving operational excellence across key functional areas including Workforce Management, Productivity and Performance, and Communications and Engagement. This leader will oversee the day-to-day and strategic operations of the team, ensuring alignment with enterprise goals and delivering measurable outcomes that enhance both employee and customer experiences. At Wells Fargo, we believe that a meaningful career is much more than just a job. It’s about finding all the elements that help you thrive, in one place. #LivingTheWellLife means you’re supported in life, not just work. It means having a competitive salary, a robust benefits package, and programs to support your work-life balance and well-being. It means being rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Wells Fargo ranked in the top three on the 2024 LinkedIn Top Companies List of best workplaces “to grow your career” in the U.S. Learn more about the career areas and business divisions at wellsfargojobs.com.

Requirements

10+ years of Business Execution, Implementation, or Strategic Planning experience, including Management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
4+ years of management or leadership experience

Nice To Haves

Proven experience in leading large-scale operations within financial services or customer support environments.
Strong background in workforce management, performance analytics, and employee engagement.
Demonstrated ability to lead cross-functional teams and drive enterprise-level outcomes.
Exceptional communication, strategic thinking, and problem-solving skills.
Experience with operational tools, dashboards, and reporting systems.

Responsibilities

Manage and develop multiple business functional areas with focus on implementing and delivering long-term strategies, policies, and process advancements for cross-functional stakeholders, and internal and external partners associated with the area of Business Execution or who are affected by its outcomes
Identify Business Execution opportunities and strategies for process improvement and risk control development over the long-term in order to ensure operational excellence and process efficiency
Lead Business Execution team for assigned initiatives ensuring solutions are designed, integrated, and controlled to improve effectiveness, limit risk exposure, and create efficiencies as appropriate
Interpret and develop a range of policies and procedures for long-range and fundamental retooling of perspective, approach, culture, quality, relationships, operations, and capabilities
Collaborate and influence functional management to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo strategies or policies and business line objectives
Manage allocation of people and financial resources for Business Execution
Develop and guide a culture of talent development to meet business objectives and strategy
Provide vision, direction, and leadership across core operational functions within Banker Connection.
Develop and execute strategies that optimize workforce planning, performance management, and engagement initiatives.
Serve as a key advisor to senior leaders, translating business priorities into actionable operational plans.
Lead workforce planning and forecasting to ensure optimal staffing levels and resource allocation.
Partner with HR and analytics teams to monitor capacity, scheduling, and utilization trends.
Implement tools and processes that support real-time workforce insights and decision-making.
Establish and monitor performance metrics across teams to ensure delivery against service level agreements and business goals.
Drive continuous improvement initiatives to enhance operational efficiency and effectiveness.
Lead calibration efforts across teams to ensure consistency in performance expectations and outcomes.
Oversee internal communications strategy to ensure timely, transparent, and impactful messaging across the Banker Connection team.
Champion employee engagement programs that foster a culture of inclusion, recognition, and growth.
Act as a cultural ambassador, reinforcing organizational values and promoting team cohesion.
Directly lead and develop a team of operational leaders responsible for executing on workforce, performance, and engagement goals.
Provide coaching, mentorship, and performance feedback to ensure leadership effectiveness and team development.
Foster a high-performance culture that encourages accountability, innovation, and collaboration.