Customer Service Senior Manager, Global Payments & Liquidity

About this role:

In this role, you will:

• Manage and develop teams of Customer Service Representatives or Managers for multiple sections or departments
• Engage and influence key stakeholders and business partners associated with customer service
• Identify and recommend opportunities for process improvement, growth opportunities, and risk mitigation
• Ensure quality and efficiency as well as compliance with government regulations and company policies
• Determine appropriate strategy and actions of customer service team to meet complex customer inquiries and issues resolution deliverables
• Interpret and develop center level policies and procedures for customer service with moderate complexity within scope of responsibility
• Collaborate with and influence more experienced management, key stakeholders, internal partners, and all levels of professionals
• Interact directly with multiple teams across various sites and external customers
• Manage allocation of people and financial resources for customer service
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 7+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• 7+ years of experience in customer service, operations, contact center, or banking operations. Experience within leading global banks or financial institutions supporting Commercial Banking, Treasury Management, Global Payments & Liquidity, or Corporate & Investment Banking businesses
• Experience leading managers, supervisors, and client service teams in a global operation or contact center environment supporting complex banking products and clients.
• Strong understanding of cash management, payments, receivables, liquidity management, commercial banking servicing, client onboarding, and related operational processes.
• Experience operating within highly regulated banking environments with strong understanding of audit, compliance, operational risk, and internal controls.
• Ability to collaborate with Relationship Managers, Product Partners, Operations, Risk, Technology, and senior leaders to resolve complex client and business issues.
   

Job Expectations:

• Lead teams that consistently meet or exceed client experience, customer satisfaction, service level, and issue resolution expectations for commercial and institutional clients.
• Build leadership capability, improve engagement, strengthen succession pipelines, and create a culture of accountability and client focus.
• Improve productivity, quality, turnaround times, service levels, capacity utilization, and end-to-end servicing performance.
• Ensure teams operate within policy, regulatory, audit, and control requirements while minimizing operational risk exposure.
• Identify client pain points, escalate systemic issues, partner across functions, and drive improvements that enhance the overall client journey.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.