Senior HR Service Delivery Consultant

Wells Fargo & Company•Minneapolis, MN

3d•$87,000 - $154,000•Hybrid

About The Position

Wells Fargo is seeking a Senior HR Service Delivery Consultant to drive operational excellence within Employee Care (EC) and broader HR Service Delivery. This highly visible individual contributor role blends strategy, operations, and transformation, serving as a key connector between frontline service delivery, technology, and leadership priorities. This position operates as a single point of accountability for call center and case management effectiveness, ensuring consistency, quality, and continuous improvement across global HR shared services. The role will play a critical part in advancing our service model, improving employee experience, and enabling scalable solutions through process optimization and AI. In this role, you will: Lead or participate in moderately complex initiatives across HR service delivery, with a strong focus on Employee Care, case management, and shared services operations Act as the central owner of EC case management practices, ensuring alignment to SLA, CSAT, and quality standards across regions (U.S., India, and the Philippines) Mine and analyze ServiceNow and Workday data to identify trends, root causes, process breakdowns, and opportunities to improve productivity and employee experience Drive end-to-end case management optimization (BAU and enhancements), including identifying opportunities to “shift left,” streamline workflows, and reduce cost to serve Partner with Site Leaders, AOMs, and managers to define daily workflows, ensure role clarity, and improve execution of case and SLA management Collaborate with HR Operations Service Delivery (HROSD) Enablement, Product, and Technology teams to support application enhancements, AI solutions, and automation initiatives Provide input into agent-facing AI tools and virtual assistant capabilities, translating frontline insights into scalable solutions Monitor and improve CSAT, SLA adherence, and QA performance, developing actionable insights and operational improvement plans Identify training, coaching, and enablement gaps based on process changes, feedback, and performance trends Build and present data-driven insights and executive-ready materials to leadership, including participation in service reviews and strategy discussions Act as a utility player across strategy and operations, stepping into high-priority initiatives and rapidly shifting priorities as needed Provide guidance to less experienced team members on HR processes, tools, and service delivery practices

Requirements

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

Nice To Haves

Experience in HR shared services, HR service centers, or HR transformation environments
Strong analytical skills with experience interpreting operational data and translating insights into action
Demonstrated ability to manage multiple priorities in a fast-paced, highly visible environment
Experience working with ServiceNow and/or Workday
Background in HR service delivery optimization, case management, or call center operations
Experience in process improvement methodologies (e.g., Lean, Six Sigma)
Strong project management skills with the ability to drive initiatives end-to-end
Experience supporting or implementing AI, automation, or digital service tools
Ability to influence without authority and work effectively across global, matrixed organizations
Strong executive presence; comfortable presenting insights and recommendations to senior leaders
Proven ability to identify root causes, challenge assumptions, and drive change

Responsibilities

Lead or participate in moderately complex initiatives across HR service delivery, with a strong focus on Employee Care, case management, and shared services operations
Act as the central owner of EC case management practices, ensuring alignment to SLA, CSAT, and quality standards across regions (U.S., India, and the Philippines)
Mine and analyze ServiceNow and Workday data to identify trends, root causes, process breakdowns, and opportunities to improve productivity and employee experience
Drive end-to-end case management optimization (BAU and enhancements), including identifying opportunities to “shift left,” streamline workflows, and reduce cost to serve
Partner with Site Leaders, AOMs, and managers to define daily workflows, ensure role clarity, and improve execution of case and SLA management
Collaborate with HR Operations Service Delivery (HROSD) Enablement, Product, and Technology teams to support application enhancements, AI solutions, and automation initiatives
Provide input into agent-facing AI tools and virtual assistant capabilities, translating frontline insights into scalable solutions
Monitor and improve CSAT, SLA adherence, and QA performance, developing actionable insights and operational improvement plans
Identify training, coaching, and enablement gaps based on process changes, feedback, and performance trends
Build and present data-driven insights and executive-ready materials to leadership, including participation in service reviews and strategy discussions
Act as a utility player across strategy and operations, stepping into high-priority initiatives and rapidly shifting priorities as needed
Provide guidance to less experienced team members on HR processes, tools, and service delivery practices