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Lead Technology Business System Consultant

2 months ago

Hyderabad, India WELLS FARGO BANK Full time
About this role:

Wells Fargo is seeking a Lead Technology Business System Consultant (Operations Lead) within the Payments Command Center team

In this role, you will:
  • Lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams
  • Act as a key participant in providing strategic business solutions to companywide technology initiatives
  • Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
  • Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements
  • Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions
  • Lead project or systems documentation, and monitor and manage project schedules and deliverables
  • Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems
  • Ensure communication and information flow between business and technology teams
  • The Payments Command Center (PCC) is comprised of 2 sites (Hyderabad & Charlotte) responsible for supporting payment processing operations groups and, through them, our customers, and businesses by: monitoring of WF's end-to-end payment flows; management of alerts; and centralized & structured incident communication.
  • PCC sites operate 24x7x365 including remote managerial responsibilities across multiple time zones, on-call responsibility for critical issues that impact the payment ecosystem.
  • The PCC will work across all WF LOBs and Payments Technology teams to provide the above support for all Payment rails (e.g. Wire, ACH, RTP, etc).
Required Qualifications:
  • 5+ years of Business Systems Data and Business Systems Designing experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Required Qualifications for Europe, Middle East & Africa only:
  • Experience in Business Systems Data and Business Systems Designing, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
  • Minimum of 12+ years of experience in Payment Operations, Incident management, Production Support or Information Technology or equivalent knowledge of payments and payment technology
  • Ability to understand technical topics from a strategic and business perspective in order to translate that in executive language/visuals.
  • 4+ of Experience in payments/ Operations command center / Relevant experience.
  • Building strong relationships and collaborating across large organizations.
  • Strong knowledge of payment systems, processes, and industry regulations.
  • Excellent leadership and team management skills.
  • Proficient in data analysis and reporting tools.
  • Exceptional problem-solving abilities with a focus on incident resolution.
  • Ability to work in a fast-paced environment and meet deadlines.
  • Ability to work in a high-pressure environment with a 24/7 operational focus.
  • Flexibility to work different shifts and be on-call as required.
Job Expectations:
  • The Payments Command Center (PCC) is comprised of 2 sites (Hyderabad & Charlotte) responsible for supporting payment processing operations groups and, through them, our customers, and businesses by: monitoring of WF's end-to-end payment flows; management of alerts; and centralized & structured incident communication.
  • PCC sites operate 24x7x365 including remote managerial responsibilities across multiple time zones, on-call responsibility for critical issues that impact the payment ecosystem.
  • The PCC will work across all WF LOBs and Payments Technology teams to provide the above support for all Payment rails (e.g. Wire, ACH, RTP, etc).
Operational Leadership:
  • Support the PCC head to execute the strategic vision and target operating model for the PCC and actively work on continuous improvement that is grounded by solid change management practices to mitigate risk.
  • Maintain and provide support in a 24x7 model for the most complex and broad technological business solutions which have direct and significant impact on Wells Fargo's strategic payments objectives.
  • Lead the Payments Command Center team, providing guidance, support, and mentorship to ensure optimal performance.
  • Monitor & manage day to day operations of the command center ensuring all payment processes and tasks functioning smoothly and efficiently.
  • Oversee real-time monitoring of payment systems, identifying and resolving any issues or disruptions promptly.
  • "Eyes on Glass" approach for daily monitoring of tasks, Links, Application queues, File transmission and any other critical business event.
  • Collaborate with operations teams to investigate and resolve payment processing issues.
Incident Management:
  • Act as the primary point of contact for payment-related incidents, coordinating the response and resolution efforts across relevant teams.
  • Facilitate communications to internal partner groups, management and other interested parties regarding overall payment system status, volumes, health, and issues/incidents.
  • Ensure timely communication and escalation of critical incidents to senior management and other stakeholders.
  • Develop and maintain incident response protocols, ensuring the team is prepared to handle various scenarios.
  • Proven ability to assimilate and correlate issues and articulate their collective relevance to the organization for awareness
Performance Monitoring & Reporting
  • Collaborate with peers who support the business and are SMEs.
  • Analyze performance metrics and key indicators to assess the health and efficiency of payment systems.
  • Generate and distribute regular reports on payment processing performance, incident management, and system availability.
  • Identify trends, potential risks, and areas for improvement based on data analysis.
  • Track and measure results to ensure we are in line with intended outcomes and business objectives.
  • Offer insights and influence decision-making based on risk or reputational matters.
  • Facilitate and moderate meetings with business partners.
  • Outstanding verbal, written, and interpersonal communication skills.
  • Hands on with capturing and providing historical, current and/or forecasted payment volumes and dollar values, including for scheduled and future-dated payments, and payment/dollar impacts for specific issues or payment incident events.
Continuous Improvement:
  • Identify opportunities for process improvements and implement data-driven solutions.
  • Lead initiatives to enhance the Command Center's processes, tools, and technologies, driving automation and efficiency.
  • Collaborate with IT, Operations, and other departments to implement system upgrades, enhancements, and new technologies.
  • Stay informed of industry trends, regulatory changes, and best practices in payment processing.
Global stakeholder management:
  • Maintain an active relationship with global stakeholders, effectively syndicating on relevant issues, influencing to arrive at right decisions.
  • Interact and communicate with the business partners / requestors on regular basis to help them manage their expectations.
  • Adhering to timelines on stakeholder deliverables
Risk & Controls Mindset:
  • Ensure operational practices are followed with relevant risk standards, policies, and regulations to maintain an effective control environment Responsible for Business Continuity, Breaches/Incidents and Quality Assurance
  • Ensure updating of SOPs/ Issue Logs/ Exception Logs.
  • Ensure that the Daily Checklist is signed off and filed correctly.
  • Ensure effective Quality Check process in place.
  • Perform and implement monthly/Quarterly/Annual, control checks/self-assessment to avoid any leakages and gaps.
Hands-on experience in below focus areas is expected from the potential candidate:
  • Communications
  • Incident Management.
  • Data Visualization
  • Monitoring
  • Triage/Recovery
  • Liquidity Management
  • Process & Analytics
  • Resiliency Preparedness
  • Payment/Trade life cycle
  • ISO know how (Good to have)
  • RPA/AI know how (Good to have)
Posting End Date:
16 Sep 2024
*Job posting may come down early due to volume of applicants.

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