Lead Operations Processor

About this role:

Wells Fargo is seeking a Lead Operations Processor.

In this role, you will:

• Support management in the day-to-day supervision of less experienced team providing guidance, and resolution to issues contributing to overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools within Operations group
• Perform or guide others on complex escalated issues that require planning, evaluation, and interpretation
• Prioritize work and provide daily work leadership and mentorship to team
• Provide training and technical guidance to less experienced staff
• Lead or contribute to implementation of new or revised processes and procedures that require coordination among operation teams
• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
• Interact with internal customers
• Receive direction from leaders
• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
• Serve as a resource to other departments on transaction structure, documentation, and company policies

Required Qualifications:

• 6+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Bachelor's degree holder, preferable business course
• Experience in banking operations (Commercial Banking or CIB)
• Experience in banking operations or any of the following:  payments/settlements/fund transfers, Trade & Securities, Custody related to banking products
• Knowledge on Message types of ISO, SWIFT, FED WIRE, CHIPS, Telex and PEGA system an advantage
• Good in both verbal and written communication skills
• Good investigation and problem-solving skills
• Organizational and detail-oriented skills
• Sound risk management mindset and good understanding of compliance - AML/OFAC
• Ability to handle high volume and short SLA or turn around time
• Ability to work in changing and fast paced work environment
• Ability to manage and prioritize work to meet deadlines despite frequent interruptions, able to multi task
• Able to work independently and provide support on flexible hours/working days
• Able to perform shift work (incl. Night Shifts) and report on public holidays if fall on Mondays to Fridays

Job Expectations:

• The Level 4 team member will be responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers.  
• Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing.  
• Duties include: communicating with other departments, managers or vendors to resolve customer issues across locations (US, HK and global representative office); 
• Team lead responsibilities including providing assistance to less experienced team members and Level 3s; Act as a Subject Matter Expert, Cascade new processes/handling, mentoring on case handling, providing domain process training to new team members (Designated Trainer), providing training feedback, training on policies and procedures, new or enhanced services and/or procedural changes; reviewing the work of and providing guidance to less experienced team members. 
• 90% Verification of cases & case allocation; 10% Reports (Daily status reporting, Error marking) and other reports assigned by manager
•  Sound knowledge of multiple inquiry types such as: Unable to Apply, Debit Authorization, Amendment & Cancellation, and Return of funds/payments

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.