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Job Title: Business Support Manager 2
Company Name: Wells Fargo
Location: West Des Moines, IA
Position Type: Full Time
Post Date: 01/25/2020
Expire Date: 05/02/2020
Job Categories: Administrative and Support Services, Computers, Software, Customer Service and Call Center, Finance/Economics, Information Technology, Insurance, Military, Executive Management, Research & Development
Job Description
Business Support Manager 2
Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience. 

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. 

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers, and providing solutions that ensure customers’ needs are understood and supported. The group is also accountable for ensuring regulators’ expectations are met and that team members have the tools and training necessary for success.

Please note we will be hiring two team members for the Business Support Manager 2 role - one located 100 W Washington St. Phoenix, AZ  and the other located at  800 S Jordan Creek PKWY, West Des Moines, IA.

The Business Support Manager 2 position will be a key member of the Work Force Management team which is structured under the Shared Services Operations Support team. The candidate will lead a group of highly skilled analysts that support the scheduling and staff planning for production groups and call centers within the ECMO. Presentations to senior leaders on business performance and recommendations for strategies to implement changes and process improvements will be required. May support and drive strategic initiatives for the business. Serves in a consultative role to production operations leadership by assessing and re-designing processes for peak efficiency and effectiveness.

Business Support Manager 2 responsibilities will include, but are not limited to:

  • SLA negotiation/development
  • Service level management
  • Reporting and analysis
  • Short-term planning and forecasting
  • Disaster recovery and contingency planning
  • Hiring and training planning for operations groups
  • Statistical modeling

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 4+ years of experience in one or a combination of the following: administrative support, project management, implementation, business operations or strategic planning
  • 2+ years of leadership experience

Desired Qualifications

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to exercise independent judgment and creative problem solving techniques
  • Ability to present complex material in a digestible, consumable manner to all levels of management
  • Strong analytical skills with high attention to detail and accuracy
  • Knowledge and understanding of Workforce Optimization (WFO)
  • Strategic planning experience in translating leadership vision into executable strategies and initiatives
  • Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Solid decision making skills
  • Ability to prepare management level presentations
  • Ability to evaluate risks and the impact of decisions on an overall organization
  • Ability to interact with all levels of an organization
  • Knowledge and understanding of workforce management software packages such as: IEX, workforce Management, Blue Pumpkin, or Exametric

Other Desired Qualifications
  • Proven experience in leadership including ability to influence effectively
  • Ability to build and maintain solid working relationships with internal and external business partners.
  • Excel and VBA experience
  • Ability to create reporting for key metrics

Job Expectations

  • Ability to travel up to 15% of the time

Street Address

AZ-PHX-Central Phoenix: 100 W Washington St - Phoenix, AZ
IA-West Des Moines: 800 S Jordan Creek Pkwy - West Des Moines, IA


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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Company Name: Wells Fargo
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