Business Execution Director - Global Operations Resiliency Head of Incident Management

About this role:

Wells Fargo is seeking a Business Execution Director to lead the Global Operations Resiliency Incident Management team, which is part of Enterprise Business Resiliency in the CAO.

The Team:

This team leads incident management response for all six primary operations businesses for Well Fargo’s Global Operations: Consumer and Small Business Banking (CSBBO), Fraud & Claims Mgmt (FCMO), Consumer Lending (CLO), Payment Ops, Shared Services (SSO) and Wholesale Operations.

The Role:

This role will drive strategy, oversight and direction across Global Operations Incident Management as resiliency incidents occur to ensure a real time, effective and responsive approach across incident awareness, impact assessment, triage/mitigation and after-action reviews.

In this role you will:

Build out a rapid, 24/7, global incident response team, working closely with Enterprise Incident Management and key operations leaders to ensure facilitation and coordination of incidents affecting Global Operations’ processes from initial onset of the incident through to incident resolution

Coordinate and align to the Enterprise Incident Management operating model by developing response capabilities to ensure risks are evaluated, and the response by key stakeholders is strategically implemented and communicated across global operations.  

Specific Responsibilities include:

• Lead a team of incident management leads, monitoring analysts and response coordinators, including 24/7, global, on call scheduling to cover urgent incident response when necessary
• Work across Global Operations and other enterprise monitoring channels to globally monitor resiliency incidents and identify scope of impacts
• Maintain scenario playbooks and procedures across the incident management life cycle, including incident response, after action reviews, reporting and communication
• Ensure prompt senior level communications to operations, technology and EBR leadership from emerging incident identification, occurrence, resolution and restoration to BAU
• Partner closely with Enterprise, Technology and LOB Incident Management teams to ensure quick and consistent impact evaluation, coordination, communication and response to incidents
• Provide leadership and influence in linkage between real world incidents and business resiliency planning and exercising, ensuring continuous improvement in preparing and planning for disruption
• Understand and identify where innovative technology can quicken incident response and assessment of impacts as well as look for innovative ways to reduce reliance on manual workaround when technology incidents occur
• Be strategic and process driven, capable of meeting strict deadlines, excel in a collaborative environment, comfortable with change and have a strong desire to do what is right
• Identify, review and analyze key risk indicators and develop action plans as needed
• Collect disparate risk elements, investigating sources of risk and generating a cohesive risk analysis
• Support audit requests, corrective action remediation, BCP governance projects in addition to other Enterprise Business Continuity and Resiliency program initiatives 
• Drive and influence complex business, operational, and strategic initiatives that require analytical skills, basic knowledge of organizational strategy and Business Execution, and understanding of international business

Required Qualifications:

• 8+ years of Business Execution, Implementation, or Strategic Planning experience, including Management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management or leadership experience

Desired Qualifications:

• Skills required in leading strategic change, collaborating with a highly matrixed and complex group of stakeholders to ensure appropriate prioritization and execution of team objectives to meet the needs of WF customers, wholesale clients, operations businesses and enterprise business resiliency
• Extensive demonstrated experience responding to high risk or complex incidents
• Extensive demonstrated experience using independent judgement to determine course of action to accomplish objectives (i.e. assessing a situation, determining level of impact, leading actions to control the incident, assigning and managing the proper resources and actions, and responsibilities for mitigating the incident)
• 4+ years of leadership experience in one or more of the following functional areas: crisis management, operational resilience, corporate security, business process, strategic planning, or project