Business Risk & Control, Sr. Director - Contact Center Control Leader

Company: Wells Fargo Bank
Location: Charlotte
Posted on: September 13, 2020

Job Description:

Job Description: About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment, and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com), and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the U.S. Wells Fargo & Company was ranked No. 29 on Fortune's 2019 rankings of America's largest corporations. Consumer & Small Business Banking The Consumer and Small Business Banking organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers. Consumer & Small Business Banking Control The Consumer & Small Business Control organization serves as the front line of risk management and is accountable for assessing and effectively managing all associated risks for their groups. This team works to ensure internal controls, processes, and procedures are adequate and effective, and executive management understands the risks, exposures, and trends that impact the business. The group also collaborates on projects and initiatives by providing support and awareness of risks and mitigating control solutions. The Role The Contact Center Control Leader is the responsible risk management leader for contact center activities and associated business processes within Consumer & Small Business Banking (CSBB) Control. The control leader is a member of the senior leadership team for these businesses and is accountable for the supervision and management of all front line risk activities across all risk types. The control leader is accountable to the Consumer & Small Business Banking Control Executive for ensuring the businesses consistently implement the front line risk programs which include consistent implementation of regulatory and corporate risk programs. Proactively provides aggregated views of risk across the business and counsels business leadership on risks, issues, remediation, and regulatory interactions. This leader also must foster a collaborative environment that ensures timely communication and strong cooperation between the front line organization and independent risk management under Corporate Risk. Specific responsibilities include: * Identify, assess and mitigate risks across all risk types, in coordination with the supported Consumer & Small Business Banking businesses and assurance activities consistent with the risk management framework and policies established by Independent Risk Management (IRM). * Responsible for working closely with each of the Control Exec Risk program leaders to lead and promote a strong risk culture to ensure effective communication and collaborative partnerships. * Design, implement, operate and monitor front line controls across major business processes, consistent with policies established by IRM. * Develop and implement mitigation strategies to address known gaps and deficiencies in an effective and timely manner. * Ensure each assigned Consumer & Small Business Banking business' strategic plan includes LOB's material risk and associated activities consistent with the enterprise risk framework and risk appetite statements. * Provide input to the design, development, implementation, and maintenance of the overall Wells Fargo Risk Management Framework. * Ensure LOBs planned activities are consistent with the Enterprise Risk frameworks, policies, and programs and risk appetite framework; and to ensure they are well-calibrated and integrated within the line of business. * Escalate concerns and issues to Senior Leadership, Independent Risk Management, Management Committees and the Board as appropriate. * Manage relationships and foster a team orientation with business heads, independent risk management, legal, audit and multiple regulators. * Build a high performing risk management and controls organization and ensure proper staffing and expertise exists at the line of business level and build capabilities, processes and teams that meet heightened risk management expectations The successful candidate will work closely with other senior leaders across Consumer & Small

Keywords: Wells Fargo Bank, Charlotte , Business Risk & Control, Sr. Director - Contact Center Control Leader, Accounting, Auditing , Charlotte, North Carolina