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Project Management Manager 3 - Collections Servicing Delivery Leader

Company: Acord (association For Cooperative Operations Rese
Location: Charlotte
Posted on: September 16, 2020

Job Description:

Project Management Manager 3 - Collections Servicing Delivery Leader Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. 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 selected Collections Servicing Delivery Leader will ensure execution and delivery of a portfolio of transformational strategies in the Collection Servicing area for the Cards, Merchant Services and Personal Loans businesses. Initiatives will be sizeable, strategic channel or cross-LOB driven efforts requiring both business and technical project/program management and carry a substantial impact to the enterprise bottom line. The incumbent is expected to lead the cross-functional team as well as own all program/project/processes deliverable(s).

As a delivery leader supporting our Collection Transformation initiatives, the selected candidate will leverage their business and technology vantage point to ensure better connectivity across the enterprise, to lead a portfolio of work dedicated to moving Lending's digital customer interactions and inbound and outbound contact strategies to an industry leading self-serve environment. The ideal candidate will oversee the development and implementation of systems and processes which result in operational and/or customer efficiencies. He/she will serve as member of senior management within the Portfolio Delivery group, providing expertise regarding strategy, operations/financial management and building organizational effectiveness/performance, while leading Agile transformation for the business area.

Candidate will work to instill strategies, procedures and methods which directly impact the business line and/or indirectly affect the entire company and customers. This position is being put in place to drive bold change and to radically improve our ability to serve our customer in the way they would like to be serviced. The success standard of this position will be to move the delivery model to be agile so that Wells Fargo is positioned in an industry leading position in Net Loyalty and Net Promotor scores.

The candidate will demonstrate:

Comfort with ambiguity and working in a start-up mode, but able to transition to a large, mature program

Thought leadership in defining and executing on the right program and oversight structure

Agile subject matter expertise to transform the portfolio

Strong subject matter expertise in the Collections Servicing area to guide and shape the solutions

Ability to interact effectively with internal control groups

Strong executive messaging skills with the ability to succinctly roll up and communicate timeline, milestones, status, risks, issues, etc., across multiple work streams

Strong technical background with willingness to jump in and learn new technologies and form strong partnerships with our Technology partners

Ability to indirectly manage other project manager resources (both business and technology)

Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

Ability to support and execute business vision, strategies, and goals

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

10+ years of experience in one or a combination of the following: project management, project delivery, project methodologies, digital product/program management, strategic planning or implementation

5+ years of staff management experience

5+ years of collections or default experience

3+ years Agile leadership experience

Other Desired Qualifications

Deep experience in customer servicing/collections with the ability to enhance servicing practices and processes across multiple verticals

Deep experience in agile skills either as Product Owner or Scrum Master, as well as in leading a business or functional area through agile transformation, including change management

Previous experience implementing complex solutions across multiple lines of business impacting significant operations

Knowledge and understanding of project management methodologies used in Waterfall and Agile development projects

An understanding of Alternate Contact Channels (Push Notifications, Texting, Chat, E-mail, On-line), Interactive Voice Response Units, Auto dialers and Contact Strategies associated to these channels

Workable understanding of the Telephone Consumer Protection Act, Consumer Financial Protection Bureau's and Fair Debt Collections Practices Act regulations and applicability to Collections and Collection Strategies

Strong organizational, multi-tasking, and prioritizing skills

Excellent verbal, written, and interpersonal communication skills

Ability to interact with integrity and a high level of professionalism with all levels of team members and management

Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members

Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives

Advanced Microsoft PowerPoint skills

Significant experience engaging, collaborating, and influencing with senior leaders and line of business staff

Strong understanding of one or more lines of business within financial services, preferably Home Lending, Cards and Retail Services, Auto Lending or Personal Loans

Ability to present results of analyses and recommendations to senior leaders

Ability to develop partnerships and collaborate with other business and functional areas

Exceptional emotional intelligence with the ability to stay composed in high pressure situations

Job Expectations

Ability to travel up to 10% of the time

Street Address

IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC


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.

Internal Number: 5551396-2

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 ( 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 United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories. | Twitter: @WellsFargo

ACORD Membership provides influence, access and collaboration to the global insurance industry. Interact with our Standards experts, influence global standards development and collaborate with influencers in the industry. We are continuously evolving so join us, and let’s evolve together.

Keywords: Acord (association For Cooperative Operations Rese, Charlotte , Project Management Manager 3 - Collections Servicing Delivery Leader, Other , Charlotte, North Carolina

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