Lead HR Service Delivery Representative

Wells Fargo Bank•Minneapolis, MN

1d•Hybrid

About The Position

The Wells Fargo HR Operations team is seeking a Lead HR Service Delivery Representative to help evolve and scale our service delivery model. This role plays a critical part in optimizing operational processes through automation, artificial intelligence (AI), and data-driven insights to improve efficiency and enhance the employee experience. This position serves as a hands-on leader and subject matter expert, ensuring high-quality service delivery across HR operations while guiding the team through complex work, driving process improvements, and strengthening risk and control practices.

Requirements

4+ years of Human Resources operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

Experience with Risk Control Self-Assessment (RCSA) practices, including control development, execution, and testing
Experience reviewing and interpreting legal or compliance-related documents
Strong quality review and audit skills with a focus on accuracy and detail
Experience in HR process design, documentation, and procedure development
Familiarity with HR technologies and emerging trends, including AI-enabled tools and automation
Ability to conduct research and recommend process or business improvements
Strong collaboration and stakeholder management skills across multiple functions and levels
Excellent verbal and written communication skills
Demonstrated critical thinking skills, including the ability to leverage data and analytics in decision-making
Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook)
Strong attention to detail with a focus on data integrity, risk mitigation, and operational excellence
Ability to manage multiple priorities while maintaining high performance standards

Responsibilities

Ensure consistent, high-quality service delivery across HR operational processes, including employee document fulfillment, data administration, Power of Attorney and subpoena requests, and records compliance using tools such as Workday and ServiceNow
Lead the design and implementation of new or enhanced processes, procedures, and self-service content, partnering with Product and Technology teams to leverage automation and AI capabilities (e.g., Copilot, Now Assist)
Act as a subject matter expert to drive team performance and cross-functional effectiveness by providing guidance, resolving complex inquiries, and clarifying end-to-end workflows
Translate customer feedback and survey results into actionable improvements by identifying trends, driving accountability, and ensuring follow-through across the team
Perform and oversee complex operational work requiring sound judgment, risk awareness, and thoughtful planning; document decisions and escalate issues as needed
Execute and oversee specialized HR operational tasks, including records management, reporting, and transactions across HR systems, while ensuring accuracy and compliance
Lead day-to-day work prioritization and workflow management, assigning and redirecting work, removing blockers, and serving as the first point of escalation for team members
Coach and mentor team members by providing real-time support, training, and feedback, while modeling strong case management, attention to detail, and customer-focused communication
Support and strengthen risk and control practices, including participation in control reviews and ensuring data integrity and compliance with established standards
Identify opportunities to improve processes, tools, and controls through innovation, data analysis, and continuous improvement efforts