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Wells Fargo Business Support Mgr 5-ECMO Testing and Production Support Leader in Saint Louis Park, Minnesota

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 Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Quality Assurance, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.

The Role

The Enterprise Complaints Management Shared Services Office is actively searching for qualified candidates to join an exciting new leadership team. This position, the ECMO Testing and Production Support Leader will lead a team responsible for code quality and all change delivery pre and post production quality activities and report to the Head of ECMO Change Delivery under ECMO Shared Services.

He/She will lead teams responsible for testing, production support, and our command center. The leader will also be responsible for technical debt management strategies and defect resolution as well as developing training and scaling of the quality assurance discipline. The teams managed will be accountable for all ECMO soft launch pilots, full production launches, and working with complaints oversight to build remediation and resolution plans alongside the ECMO Delivery Management Leader.

This leader will partner and collaborate with other leaders across the ECMO and lines of business to ensure the business best serves customers and our line of business partners. He/She will leverage voice of the customer and voice of team member feedback to drive results and priorities.

Responsibilities Include:

  • Quality Oversight and Strategy

o Accountable for the development and maturity of procedures and artifacts for script writing, inspection, and reporting of code and product quality

o Define standards and thresholds for soft launches or official pilots

o Define testing standards including script writing, routines, inspection, and reporting

o Defining standards for production support: severity levels, communication, reporting

o Consult and assist on issue management policy (SHRPs, Corrective Actions, etc.) and defect resolution (including logging, tracking, and prioritization)

o Collaborate with complaints oversight for any quality assurance activities related to change delivery needed from WFAS or external regulators

o Collaborate with technology and product management to mature test driven development and DevOps or other tools to support testing and production support

o Collaborate with other ECMO Portfolio & Product Development as well as Delivery Management Leader for resourcing Scrum and Kanban teams.

  • Production Support

o Implementation Liaison: partner with the Implementation and Learning Strategy Leader to support back to the business on work arounds, changes, etc., and any other feedback to product and training

o Production Monitoring: Alarms, volume/reporting of systems and communication of defect status, ticket outcomes, peak monitoring and impacts to change delivery

o Help Desk Intake: Manage ticket support, troubleshooting, and resolution/remediation

o Production research on process, procedure, and platform break-downs as a results of production issues (or exploratory) to discover root causes (or potential gaps).

o Technology liaison: EACO and production severities, etc.

o Risk and Compliance liaison: engage and collect full input for impact analysis

o Consult and Support on implementation and sprint retrospectives

  • Testing

o Creating and ensuring proper testing of release packages and ensuring the testing is conducting efforts as per EPM (Enterprise Project Management), ETM (Enterprise Test Methodology), and SDLC (System Development Lifecycle) policy

o Accountable for Go/No-Go of sprints and delivery

o Support all change delivery team frameworks: Scrum, Kanban, Extreme Programming, Waterfall

o Manage all end to end, user acceptance, regression, automated, and exploratory testing/testers

o Consult and support technology teams as needed with functional and component testing

  • Command Center (while active during initial implementations)

o Provide support to lines of business and Executive Offices throughout the ECMP/Portal and Complaint Policy initial Implementations.

o Establish ECMO Command Center role to support all releases and Executive Offices

o Act as liaison between various partners; escalate and manage issues incurred during initial implementations.

o Communicate risks, issues, changes, and workarounds to partners, senior, and executive leadership via daily email updates and calls.

o Monitor self-serve reports to identify trends, risks, and issues.

o Partner with CDAR for ad-hoc reports

  • Other duties as assigned in line with overall accountabilities

The Candidate

A mature leader with proven critical thinking skills and demonstrated operational credibility will be determining factors in selection. A successful candidates will be articulate and possess a demonstrated leadership capability; they will be impressive in their inter-personal effectiveness and with regard to their accomplishments. The candidate will have strong relationship management, influencing, vision, operational and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The candidate operates with a bias with a sense of urgency, passion for results, human-centered, and personal accountability for driving results.

Specifically, we seek:

  • Leadership: Proven ability to establish and gain buy-in for an idea or vision, define stretch goals that are attainable and directly support business goals, and garner enthusiastic support across the organization to accomplish the goals. Proven they demonstrate critical, board thinking skills.

  • Problem Solving: Ability to visualize, articulate, and solve problems. Accurately analyzes complex issues, ensuring identification of underlying root causes. Demonstrates the ability to solve problems under conditions of uncertainty and ambiguity. Generates alternative solutions and expertly handles obstacles.

  • Professional Skills: Capable prolific communicator that is comfortable working with a wide variety of corporate executives, sales, marketing, engineering, operations, customers and business partners. Proven teamwork skills; excellent interpersonal, written and oral communication skills.

  • Creativity and Innovation: Able to think creatively and critically to identify opportunities to uniquely and effectively meet customer needs. Strong ability to assess market and competitive conditions and to develop creative, break-through approaches supporting improved customer experiences and operational efficiencies.

  • Analytical Thinking: Obtains and uses data necessary to identify opportunities or understand problems; uses quantitative techniques to make it actionable.

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:

  • 8+ years of experience in one or a combination of the following: administrative support management, project management, business operations or strategic planning in financial services

  • 4+ years of management experience

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPST_FL&FOCUS=Applicant&SiteId=1&JobOpeningId=5515355&PostingSeq=1.

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.

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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