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Business Support Manager 3

at Wells Fargo

Posted: 2/14/2019
Job Reference #: 10890723
Keywords: operations

Job Description

Job Description

At Wells Fargo, we have one goal: to satisfy our customers’ financial needs and help them achieve their dreams. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Corporate Properties Group (CPG) manages Wells Fargo’s corporate real estate portfolio of over 9,300 locations in 35 countries and territories.  Our customers are primarily the Team Members, contract staff and other personnel that work in our retail stores and administrative buildings; we also work directly with external customers, business, and community partners.
This role will reside in the Real Estate Strategic Services & Operations (RESSO) team, which has responsibility for lease administration, records management, Customer Solution Center (CSC) for properties-related services, Connections team member amenities, supplier management, strategic consulting, service implementation, Workplace innovation, and is the liaison between CPG & FSS.  The position will report to the Head of Workplace Operations leader and is responsible for the Connections Service and Operations team, which has a primary focus on delivering reliable operations in support of Workplace partnering strategically for continuous improvement, and operationalizing innovations as part of CPG’s Workplace service delivery by managing building amenity space where team members can host events, drop-in to work, and engage/host customers, business, and community partners in the furtherance of Wells Fargo business.

Key Responsibilities include but not limited to:
* Serve as a primary contact for Connections Service & Operations team
* Ensure strong, steady-state operations and service delivery. Seek opportunities for continuous process improvement and increased operational model efficiency and effectiveness program modification,
* Partner with CPG functional areas, Enterprise Information Technology, lines of business, and third parties to deliver streamlined services, processes and tools that improve the team member experience, automate manual processes, increase productivity, and tighten controls
* Make recommendations and implement, based on enterprise, industry, and CPG trends/operating environment
* Partner with RESSO Strategic Services to identify opportunities, define solutions, implement, and operationalize new operating model, process enhancements and automation, or services in support of improved team member experience, greater efficiency, increased risk controls
* Building business and maximizing utilization in the space by working with local Line of Business contacts to promote event development
* Build relationships with key partners (CPG functional areas, Enterprise Information Technology, Enterprise Meeting & Events, Community Affairs, Learning & Development, and third parties) to deliver streamlined services, processes and tools that improve the team member experience, automate manual processes, increase productivity, and tighten controls
* Participate and/or lead projects and teams remotely to deliver successful results on  larger Connections team initiatives, projects and budgets
* Collect and process operational metrics for monthly reporting, identify and recommend utilization improvement  initiatives, including utilization, volumes and quality of resolution, productivity, first contact resolution, customer satisfaction, high impact events and community support donations-in-kind
* Actively identify and share opportunities to reduce overall expenses of the operation
* Make recommendations and implement, based on enterprise, industry, and CPG trends/operating environment
* Deliver measurable improvements in the customer experience

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.


Required Qualifications

  • 4+ years of experience in one or a combination of the following: administrative support management, project management, business operations or strategic planning in financial services
  • 1+ year of management experience

Desired Qualifications

  • Virtual leadership experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed team environment
  • Excellent verbal, written, and interpersonal communication skills
  • Knowledge and understanding of corporate event planning
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Intermediate Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills
  • Strong presentation skills
  • Ability to take on a high level of responsibility, initiative, and accountability

Other Desired Qualifications
  • Ability to manage and execute with quality and urgency within definitive time lines for completion
  • Experience in leading development, implementation, and delivery of strong operational functions
  • Ability to think both strategically and tactically, diagnose opportunities and implement operationally
  • Ability to build positive, trusting work relationships with clients, vendors, peers and partners
  • Ability to be neutral/independent while providing strong credible challenges where necessary
  • Strong reputation of integrity, accuracy, consistency, strategic vision and detail
  • Ability to adapt quickly to change and maintain a flexible approach
  • Must be comfortable speaking in front of an audience (both in-person and virtually)
  • Ability to keep the voice of the customer and customer engagement experience top of mind
  • Event Management, Catering or other Hospitality service-related experience
  • Experience with reservation/scheduling software systems


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!