Securities Operations Associate-Scheduling Analyst

Wells Fargo & Company•Charlotte, NC

2d•Hybrid

About The Position

About this role: Wells Fargo is seeking a Securities Operations Associate to join the Workforce Management and Capacity Planning team within Wealth and Investment Management Operations. The Associate will support the scheduling and resource planning functions within WIM Contact Center teams. Specifically, this role is to execute and support the Workforce Management function for Direct Investor Solutions and execute on tactical scheduling and resource planning deliverables. The Associate is a critical scheduling and resource planning support role for supporting the WIM Ops and DIS Contact Center teams to ensure the business team’s scheduling is executed timely and accurately and all tactical levers are executed to optimize service levels and client wait times are within acceptable limits. This role is responsible for ongoing execution of Workforce Management processes across the Direct Investor Solutions teams under Wes Eagan to ensure that staffing is alignment with call volumes to ensure consistent Service Level delivery for the Contact Center teams. In this role, you will: Participate in low complexity lifecycle tasks for the End-to-End scheduling process across multiple business lines within several client facing contact center and FA/CA facing teams in WIM Ops Review basic or tactical issues, making recommendations, and executing levers to optimize staffing related to monthly Service Level deliverables Receive direction from manager and exercise judgement for the efforts in proactive planning for PTO bids, Bi-Annual Shift Bids, Required Absence, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making consulting to business partners on meeting business SLA goals Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business teams Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met Optimize breaks, lunches and off-phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with several Line of Business managers and leadership team Support overall effectiveness of the team’s coverage and proactive outreach to business teams in the event of forecasted SLA challenges Research business risks and provide input for cancelling/moving off phone activities to maximize on phone staffing to meet monthly business SLA goals Provide information to, collaborate, and consult with peers, colleagues and managers, including internal and external customers, to resolve issues and achieve goals Assist in gathering workforce data to support resolution of issues; review and analyze functional operational tasks that require research and evaluation Contribute to implementation of projects, new or revised processes, and procedures that require coordination among operation teams and may perform analysis for initiatives that support business workforce strategies

Requirements

6+ months of Securities Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Ability to work a hybrid in-office schedule
Willingness to work on-site at stated location
This position is not eligible for Visa sponsorship

Nice To Haves

6+ months of brokerage industry experience
6+ months of experience with resource planning for call volume or workload planning using workforce management tools
Ability to analyze call volumes, forecast, and plan staffing levels to meet the business goals for servicing and response time for customers
Proven collaborator who has built successful relationships and influenced across business lines to drive results for shared initiatives
Strong analytical and research skills with high attention to detail and accuracy
Solid problem‑solving skills with the ability to identify trends and recommend improvements
Effective organizational, multi‑tasking, and prioritization skills in a fast‑paced environment
Advanced Microsoft Office skills, including Excel

Responsibilities

Participate in low complexity lifecycle tasks for the End-to-End scheduling process across multiple business lines within several client facing contact center and FA/CA facing teams in WIM Ops
Review basic or tactical issues, making recommendations, and executing levers to optimize staffing related to monthly Service Level deliverables
Receive direction from manager and exercise judgement for the efforts in proactive planning for PTO bids, Bi-Annual Shift Bids, Required Absence, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making consulting to business partners on meeting business SLA goals
Responsible for optimizing schedules, implementing Resource Planning framework policies and procedures across Brokerage Operations and the execution of Bi-Weekly Resource Performance Planning meeting for the Line of Business teams
Administer and schedule off phone time for front line reps, schedule trainings, meetings, coaching and other off phone activities ensuring business service levels are met
Optimize breaks, lunches and off-phone times on a weekly basis and lead Bi-weekly Resource Performance meetings with several Line of Business managers and leadership team
Support overall effectiveness of the team’s coverage and proactive outreach to business teams in the event of forecasted SLA challenges
Research business risks and provide input for cancelling/moving off phone activities to maximize on phone staffing to meet monthly business SLA goals
Provide information to, collaborate, and consult with peers, colleagues and managers, including internal and external customers, to resolve issues and achieve goals
Assist in gathering workforce data to support resolution of issues; review and analyze functional operational tasks that require research and evaluation
Contribute to implementation of projects, new or revised processes, and procedures that require coordination among operation teams and may perform analysis for initiatives that support business workforce strategies