Business Execution Associate

3 months ago

Bengaluru Karnataka, India Wells Fargo Full time

**About this role**:
Wells Fargo is seeking a Complaints Program Business Execution Associate. This position is part of the Complaints Program team in the Chief Administrative Office of Wealth & Investment Management (WIM) business. The Complaints Associate is responsible for performing frontline quality assurance and self-assurance activities to determine if complaints are properly identified, categorized, and documented in the appropriate system of record.

**In this role, you will**:

- Participate in planning and executing a variety of programs, services, and initiatives, and monitor key indicators to ensure effective performance and control management of assigned operations or business groups
- Review basic initiatives including policy or process changes, process improvements, technology enhancements, and conduct regular reviews to identify efficiencies and cost savings opportunities
- Receive direction from leaders and exercise independent judgement while developing an understanding of policies and procedures, best practices, and initiatives
- Collaborate and consult with mid-level managers or cross-functional business partners
- Provide work direction to less experienced Strategy and Execution staff

**Required Qualifications**:

- 6+ months 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**:

- Experience in customer complaint handling process and quality management, Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
- Experience in performing quality assurance or self-assurance activities.
- Excellent verbal, written, and interpersonal communication skills
- experience in complaints management; complaints handling, quality assurance, or operational risk review
- Results-oriented and resourceful team member; ability to resolve issues
- Acts with courage, ethics and integrity, and provides appropriate credible challenge
- Proficiency in Excel and other Microsoft Office products (Power Point, Word, Access)
- Tableau experience
- Experience with reporting, research and review of complaints/allegations, root cause analysis, assessment of customer harm/impact, and/or customer remediation, restitution, or resolution planning
- Knowledge and understanding of corporate policies and procedures, including Complaints Management, Allegations Management, Customer Harm Assessment and Code of Ethics
- Demonstrated ability to continuously learn, evolve and solve complex problems in a logical and useable manner

**Job Expectations**:

- Execute frontline post-process quality assurance and self-assurance complaints activities designed to ensure fair and consistent treatment of Wells Fargo customers
- Assess the customer complaints/interaction to perform QA review whether the complaints by complainants are captured, escalated, researched, documented correctly and responded timely and accurately to complaints as per governance guidelines
- Develop close partnerships and collaboration with the Enterprise Complaints Management Office (ECMO) and WIM Operations Quality Assurance teams; align efforts to identify, implement, and mitigate risk.
- Exercise independent judgment to guide moderate risk deliverables and provide guidance / coaching in diverse support functions and operations
- Interact with leaders to address Business needs related to complaint handling activities and consult with business leaders and quality assurance peers through results calibration exercises
- Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives
- Identify opportunities for complaint management process improvement by conducting root cause testing of quality assurance business metrics
- Determine areas of strength or Business Execution opportunity within defined scope of work
- Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations
- Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business
- Support WIM lines of business, risk, compliance, audit and legal partners; participate in regular complaints management meeting routines.
- Support Quality management system activities related to complaint handling and complaint data
- Enforce standardized and simplified complaint handling and adverse event reporting processes.
- Establish an effective Management review process including routine reporting.
- Interact with leaders to address Business needs related to complaint handling activities

**Posting End Date**:
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