Operations Manager Electronic Commerce Services (ECS)

Wells Fargo & Company•Charlotte, NC

About The Position

About this role: Wells Fargo is seeking an Operations Manager for Electronic Commerce Services (ECS) Operations. This is a leadership role within ACH, ECS, and Instant Payments, under the Global Operations organization within the Chief Operating Office (COO). In addition to managing the performance and development of a team, we seek someone who will partner with peer managers and key stakeholders to support a culture of process excellence, innovation, and collaboration that places the customer at the center of everything we do. Electronic Commerce Services Operations supports Wells Fargo corporate and commercial clients enrolled in various products and services related to the simplification and streamlining of their Accounts Payables and Accounts Receivables business activities through translation services and enhanced workflow features designed specifically for their unique ERP platforms. The role supports business processes (Payment Manager, Receivables Manager, Integrated Receivables, and eBox) and products. This includes working directly with clients of these processes and products, with support of these clients and business partners via inbound and outbound contact channels (phone and email) to resolve exceptions, meeting critical deadlines and SLAs for timely processing of payments and reporting, as well as ensuring timely communication and escalation of system issues or customer impact events with all internal and external stakeholders. In this role, you will:

Requirements

4+ 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 managing a team responsible for implementing and servicing Global Payments and Liquidity (GPL) services
Payments Operations experience
Leadership experience including; coaching, training, and mentoring
Experience implementing defined business objectives and executing business development strategy
Problem analysis and resolution skills
Customer service focus with the ability to balance needs of clients, shareholders, and team members
Ability to navigate multiple computer systems, applications, and utilize search tools to find information
Organizational, multi-tasking, and prioritizing skills
Analytical skills with high attention to detail and accuracy
Ability to work in a fast-paced deadline driven environment
Ability to work effectively in a cross-team environment
Ability to dissect technical problems, analyze data, and recommend potential solutions
intermediate Microsoft Office skills
Advanced Microsoft Excel skills
Advanced verbal, written, and interpersonal communication skills

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