Wells Fargo India and Philippines operates across 4 locations between India & Philippines with a combined strength of 45,000+ direct and vendor resources, providing enabling global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, and Corporate Functions such as Risk, Supply Chain, Finance and HR.

Reporting locally to the Head of COO Functions and globally to the Head of Enterprise Complaints and Remediation (ECR), Wells Fargo Bank, this position is responsible for overall management of the portfolio of ECR services delivered across India and the Philippines.

ECR Brings Together Key Functions From Across The Company That Help Customers When They Have Concerns Or Have Been Adversely Impacted By Wells Fargo.

• Enterprise Complaints listens to our customers to capture, understand, and address their concerns. It ensures the highest level of quality through robust quality and operational risk reviews. It establishes enterprise standards for the intake, research, and resolution of complaints for the bank and handles the highest-risk escalated complaints. It provides reporting and analysis at the business and enterprise levels and establishes standards for root cause analysis to pinpoint issues and share ideas for improving the customer experience.
• The Customer Remediation Center of Excellence (CRCOE) makes our customers whole after we’ve made a mistake. CRCOE helps customers affected by Wells Fargo due to operational breakdowns in the company.
• Enterprise Customer Redress, Accommodations, Mediation, and Strategic Planning is composed of three specialized teams, each uniquely dedicated to ensuring the strategic, effective, and timely delivery of commitments to our customers: Enterprise Redress Office (ERO), Mediation Program, and Enterprise Incident Customer Accommodations Office (EICAO). Additionally, this team leads our ECR strategic planning efforts, working to ensure that our ECR-wide strategic goals are not only met but in alignment with enterprise focus areas.
• Customer Excellence Data and Analytics is composed of teams that use a range of analytical tools and methodologies to analyse complaint trends, identify potential complaints, model remediation strategies and identify impacted customer populations as well as ensure quality and robustness of the insights.
• Shared Services: These three operational business areas are supported by several shared function support teams in the areas of risk and issue governance, exam management, systems and technology support, capacity and site planning, procedures, learning, communications, and reporting.

• Required to have 20+ years’ experience in Operations or Risk Management, preferably with a multinational corporation, with 8+ years in senior leadership roles
• Experience with US Banking regulations, especially in the Consumer banking space will be a distinct advantage.
• Experience with global in-house centres supporting the US preferred. Should have built and managed large teams of 500+
• Qualifications – Post Graduate preferred.
• Should have managed teams in a matrix environment.
• Must be able to demonstrate true results in impacting business outcomes and must be an innovative leader.
• Ability to handle multiple priorities and work to tight deadlines, coupled with a commitment to the highest quality standards and an eye for detail
• Team player, with the ability to gain confidence and trust at all levels of the organization, leveraging networks and overall strength of the enterprise
• Proven change management experience with solid decision making skills and analytical ability.
• Proven strong relationship management skills and demonstrated success in building partnerships, collaborating and influencing at senior levels across lines of business as well as with corporate partners and external vendors.
• Excellent people management experience including coaching, teaching and mentoring of team members
• Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
• Takes ownership for responsibilities and for management of risk exposure.
• A seasoned, relationship-driven executive who will have the style and sensitivity to work within a highly complex business environment. Multi-cultural sensitivity a must.