Senior Manager - Payment Operations Monitoring & Support

Wells Fargo is seeking a Business Execution Senior Manager to support Payment Operations Monitoring & Support (POMS). This role leads a team of senior individual contributors responsible for end-to-end production support, operational stability, incident and escalation management, strategic planning, and execution of initiatives to support Payment Operations across ACH, Electronic Commerce Services (ECS), Instant Payments, and Wires.

About the role

The Senior Manager provides centralized leadership for Client and Operations business activity monitoring, incident response, and business continuity activities across multiple payment platforms. The leader also engages frequently with control, technology systems, platform support, product management, operations, sales, relationship management, and service teams to resolve complex and escalated issues and provides operations influence for product and strategy discussions. The role carries accountability for operational risk management, service resilience, and execution of strategic initiatives that simplify the production support model and strengthen readiness for incident response.

Responsibilities

• Lead and develop a team while ensuring successful planning, integration, impasse resolution, and measurement of operations with moderate to high complexity and visibility
• Engage functional leaders to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo's policies and business line objectives
• Identify potential risks when implementing change along with developing mitigation strategies and plans
• Drive process standardization, efficiency improvements, and reduced operational complexity across products
• Determine appropriate strategies and actions of multiple business groups to meet moderate to high complex deliverables
• Collaborate with and influence functional business partners, leaders, and executive management to provide support and drive strategic initiatives for the business
• Lead and mature capabilities for Business Activity Monitoring of Clients and Operations processes
• Provide end-to-end leadership for production support operations across ACH, ECS, Instant Payments, and Wires, delivering a target-state operating model
• Interpret procedures and processes, and provide leadership to strategize and execute a variety of programs, services, and initiatives that are significant in scope, complexity, and risk
• Partner with Technology, Product, Service, Control, and Business leaders to ensure operational risk and control effectiveness
• Develop leadership capability, succession readiness, and a strong performance culture to meet business objectives and strategy
• Own escalation management, including high-severity incidents and executive communications
• Oversee business continuity planning (BCP), operational readiness, and response preparedness for critical payment platforms

Requirements

Required Qualifications:

• 7+ years 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
• 3+ years Management or leadership experience

Desired Qualifications:

• Direct experience supporting ACH, Wire Transfer, Instant Payments, or ECS platforms
• 3+ years in management consulting
• MBA
• Six Sigma / Operational Excellence expertise
• Experience supporting mission-critical, high-availability platforms in a regulated environment
• Strong background in incident management, escalation handling, and operational risk
• Proven leadership, decision-making, and executive communication skills in high-pressure situations
• Strong understanding of operational risk, control frameworks, and business continuity planning
• Experience driving organizational change, operating model transformation, or centralized support models
• Prior leadership experience in a production support organization
• Familiarity with regulatory expectations impacting payment operations
• Strong executive presence and ability to influence across organizational boundaries

Schedule

• Typical work schedule will be 9am–6pm EST Monday–Friday
• Hybrid work schedule requiring 3 full days in the office and 2 full days remote
• Must be willing to be on call for department 24/7 and cover weekend business validation exercises as needed

Work Location

1525 W WT Harris Blvd, Charlotte, North Carolina