Lead Business Execution Consultant- Redress Quality Monitoring

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About this role:

Wells Fargo is seeking a Lead Business Execution Consultant – Redress Quality Monitoring Lead within the Enterprise Complaints, Remediations and Loudspeaker (ECRL) organization. This position is responsible for the strategy, monitoring and oversight of business groups and enterprise functions execution and adherence to redress quality assurance standards.

ECRL brings together key functions from across the company to help customers when they have concerns or have been adversely impacted by Wells Fargo.  ECRL provides leadership and oversight in complaint management, remediation, redress, mediation, and the Wells Fargo Loudspeaker program. ECRL listens and learns from our customers and employees and provides robust analysis and real-time insights back to the business for ongoing customer and business improvements. 

In this role, you will:

• Monitor Redress Quality Performance: Monitor the effectiveness of business group redress quality performance; identify trending within business groups and escalate if outside of quality tolerance thresholds.

• Ensure Consistency Across the Enterprise: Drive consistency in redress quality execution and adherence across the enterprise.

• Conduct Quality Assessments and Problem Solving: Perform assessments of business groups and enterprise functions quality processes through fact finding and data requiring creative approaches to solving complex issues and develop appropriate solutions or recommendations.

• Make Strategic Decisions in Complex Situations: Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans.

• Collaborate with Cross-Functional Partners: Collaborate and consult with a wide variety of business partners to drive strategic initiatives, including business group leadership, redress governance functions, quality management, risk, legal, compliance and control partners.

• Analyze Trends and Recommend Improvements: Analyze quality trends and reperformance results to identify process efficiencies and areas to limit risk exposure; develop strategic recommendations to address opportunities.

• Mentor and Lead Junior Staff: Influence, guide and lead less experienced Strategy and Execution staff within the group. ​

Required Qualifications:

• 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Customer Redress or remedy experience

• Quality assurance, audit or risk experience

• Enterprise Complaints, Remediation and Loudspeaker experience

• Excellent verbal, written, and interpersonal communication skills

• Ability to exercise independent judgment to identify and resolve problem

• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of employees

• Ability to strategically review situations and diagnose opportunities and interventions

• Strong analytical skills with high attention to detail and accuracy

• Ability to execute in a fast-paced, high-demand, environment while balancing multiple priorities.

• Ability to assess issues, make quick decisions, implement solutions, and influence change

• Advanced Microsoft Office skills

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