Wells Fargo India and Philippines (WFIP) enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Operations, Risk and Audit. We are operating in Hyderabad, Bengaluru and Chennai in India and Manila, Philippines locations. Learn more about WFIP at our International Careers Website.Department Overview
Quality Management (QM) is part of Consumer and Small Business Banking Operations (CSBBO). Teams perform quality reviews to monitor and evaluate cases and calls (Credit Card and Debit Card) to ensure standard procedures are followed and a quality product is being delivered to customers. We also partner with operations to help identify, research, resolve and report all discrepancies related to quality findings. QM quality team is focused on providing feedback and quality trending to our customers (Credit Card and Debit Card) as well as our business partners.About this role:Wells Fargo is seeking a Quality Assurance Manager...In this role, you will:Manage a team of Quality Assurance Administrators performing Quality Assurance of Voice and Non-Voice banking activitiesIdentify training and coaching opportunities of the teamDevelop team members’ knowledge and skill for delivering performance meeting SLA standards and continuously improving it to delivery beyond the target setDrive decision making based on data analysis and trending of historical dataSelf-identify opportunities for business process improvement and delivery standards and lead the change with strong collaboration with stakeholdersMaterially contribute to other business initiatives and/or change management programsTake complete ownership and accountability to deliver the activities within scope of responsibilities following applicable laws/regulations and company policies/procedures.Ensure smooth transition of process changes/change management projectsEnsure standards and governance requirements are strictly complied withSeamlessly collaborate with other team to deliver activities related to common objectiveUpkeep own functional knowledge and be single point of contact for team members for resolving any functional queriesBuild and maintain strong relationship with all stakeholdersEstablish a robust routine to deliver management activities effectively including supervision of daily operationsEnsure root cause analysis of defects identified are carried out effectively resulting in identification of coaching opportunities and/or process improvementsConduct routine to moderately complex research of the business, including monitoring methodology, quality scorecards, and comprehensive reportingAssist with development of service level agreements and other departmental initiatives, such as technology or reporting improvementsCoach staff to ensure resolution of complex issues where expertise is required to interpret and administer policies, guidelines or processesConduct routine to moderately complex research of the business, including monitoring methodology, quality scorecards, and comprehensive reportingRepresent the department on broader initiativesEnsure effective communication strategy and adherence to company and unit policies, procedures and practicesMentor and guide talent development of direct reports and assist in hiring talent
Required Qualifications:4+ years of Quality Assurance or Banking Operations experience and 3+ years of leadership experience which should include managing a team of minimum 10 people out of 12+ years of experience with MNC Bank.Work experience involving voice process and Fraud and Claims Process (Debit and Credit Cards) will be an added advantage
Posting End Date:
30 Oct 2024*Job posting may come down early due to volume of applicants.
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At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.
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