Lead Business Execution Consultant - Telephony Solutions

About This Role

Wells Fargo is seeking a Lead Business Execution Consultant to join their Global Operations team. The role will focus on analyzing operational needs around Telephony Solutions across Home Lending, Auto, and Unsecured Lending (ULO) lines of businesses.

Learn more about the career areas and lines of business at wellsfargojobs.com.

Required Qualifications

• 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent through work experience, training, military experience, or education
• Excellent verbal, written, and interpersonal communication skills
• Proven experience with Inbound Call Routing systems and Telephony solutions
• Previous Contact Center operations experience, preferably including Home Lending, Auto, and/or Unsecured Lending Operations (Credit Cards)
• Demonstrated flexibility in adjusting to changing business needs and timelines while maintaining high performance and focus
• Ability to grasp complex business issues quickly, recommend solutions, and drive resolution
• Ability to work collaboratively across the organization, including with functional partners
• Highly organized and detail-oriented, with the ability to handle multiple projects simultaneously and prioritize effectively
• Experience with Five9 Contact Center Telephony system
• Knowledge of AI in CCaaS platforms

Desired Qualifications

• Previous Consumer Operations experience which may include - Home Lending, Auto and/or Unsecured Lending Operations (Credit Cards)
• Ability to provide overnight and weekend testing support as needed
• Ability to travel up to 10%
• Experience with Aspect, Genesys, Avaya, and/or Five9

Job Expectations

• Ability to provide overnight and weekend testing support as needed
• Ability to travel up to 10%
• This position offers a hybrid work schedule
• Employees support the focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture
• They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance)
• 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