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Analytic Manager 4 - Customer Remediation Center of Excellence (CR COE) Analytics
Company: Wells Fargo
Location: Des Moines, IA
Employment Type: Full Time
Date Posted: 04/16/2021
Expire Date: 05/22/2021
Job Categories: Computers, Software, Finance/Economics, Financial Services, Information Technology, Insurance, Law Enforcement, and Security, Military, Sales, Executive Management, Research & Development
Job Description
Analytic Manager 4 - Customer Remediation Center of Excellence (CR COE) Analytics
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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Chief Operating Office (COO) is responsible for delivering a more consistent approach to business operations across Wells Fargo, strengthening the company's risk and control infrastructure, and delivering effective and efficient enterprise services to employees and customers.

The COO group includes the head of Operations, who is jointly responsible for line of business operations with each of the five LOB CEOs. Operations functions include contact center operations, client servicing support, money movements within our businesses, lending operations, and other functions.

The COO group also includes a number of teams dedicated to strengthening Wells Fargo's risk and control infrastructure. These include the Control Executive team; Regulatory and Policy Affairs; Enterprise Customer Excellence; Sales Practices Oversight and Management; and Strategic Execution and Operations.

The Chief Administrative Office, encompassing the Corporate Properties Group; Corporate Security; Enterprise Business Resiliency; Strategic Programs and Process Improvement; Enterprise Change Management; Supply Chain Management; and Data Management and Insights, delivers important services for our employees and customers

The Enterprise Customer Excellence Group (ECEG) brings together customer-focused functions from across the enterprise to provide a holistic approach to critical points of interaction with Wells Fargo customers. The group, which includes the Enterprise Complaints Management Office, the Customer Remediation Center of Excellence and Net Promoter System, is responsible for understanding the causes of issues that affect customers and providing solutions that ensure customers' needs are understood and supported. The group is also accountable for ensuring regulators' expectations are met and that employees have the tools and training necessary for success.

We currently have a need for a highly skilled Analytic Manager 4 leader.  The manager will play a critical role in leading a team of Analytic Consultants who's primary focus is leveraging business systems, database knowledge and business process to perform advanced data analysis to identify populations of customers that may require remediation.  The team develops and implements consistent enterprise standards for remediating customer issues across the Wells Fargo enterprise. We also work closely with business partners and other teams across Consumer Lending that support the customer remediation efforts.

Key Responsibilities Include:

  • Playing a key leadership role within the Customer Remediation Center of Excellence Data Analytics team, responsible for partnering with Remediation Leads and other stakeholders to identify populations of harmed customers
  • Overseeing analytics team members responsible for developing analysis designs, business language waterfalls, population data sets, complex queries and remediation documentation
  • Overseeing multiple remediations simultaneously and meeting with business partners
  • Developing remediation expertise and best practices to be used throughout the organization for structuring accurate population identification, data profiling and review of outliers
  • Partnering with Remediation and data validation teams to ensure that populations of harmed customers have been fully and accurately identified
  • Creating business language waterfalls and documenting queries to match those waterfalls
  • Challenging assumptions re: translation of business language to technical requirements, location of data, archives, etc.
  • Translating business language to technical requirements, location of data, archives, etc.
  • Profiling data to identify outliers, bad data, etc.
  • Reviewing/analyzing trends, identifying new methodology/data sources and recommending strategy changes or process enhancements
  • Ensuring a high level of data accuracy for work completed by your data analysts
  • Developing in-depth knowledge and expertise regarding the Line of Business you support
  • Determining the required capabilities, tools and data, and leveraging multiple information sources
  • Maintaining necessary processes, controls and procedures to ensure data accuracy and integrity
  • Ensuring adherence to data management/data governance regulations and policies
  • Working collaboratively across the other analytical remediation teams to load balance the volumes and needs of the business and demanding remediations
  • Provide leadership to proactively transform data into actionable insights and provide strategic insight that will assist in identifying customers impacted through systemic issues

As an Employee 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 employees feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 8+ years of experience in one or a combination of the following: reporting, analytics, or modeling
  • 4+ years of management experience
  • 5+ years of experience performing data profiling
  • 2+ years of experience conducting root cause analysis for data-driven process-related improvements
  • 4+ years of experience communicating system vulnerabilities and remediation guidance to both technical and non-technical personnel
  • 4+ years of data management experience
  • 2+ years of experience presenting information to senior leaders
  • 3+ years of relationship management experience with business and technology partners
  • 4 + years of experience gathering business requirements from various sources including end-users and stakeholders
  • 4 + years of leadership experience including coaching, training, and mentoring

Desired Qualifications

  • Extensive knowledge and understanding of research and analysis
  • Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Experience analyzing large data sets
  • Ability to work effectively in virtual environment where key team members and partners are in various time zones and locations

Other Desired Qualifications

Experience with data systems for any of the Consumer Lending organizations
Experience as a leader, facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere
Experience managing analytic team members
In depth-knowledge of business systems and data structure
Familiarity with Tableau or similar reporting applications
Knowledge and understanding of risk management in financial services
Ability to take data and synthesize into an easy to understand story/presentation for senior leaders and non data individuals
Incumbent must have proven experience in analytics and data management preferably in a financial industry.
Successful candidate must have proven ability to effectively liaison across and within business functions

Job Expectations

  • Ability to travel up to 25% of the time
  • Flexibility to work from home and meet the home eligibility assessment conditions, based on business need
  • Ability to work additional hours as needed
  • Ability to work outside of regular business hours

Street Address

TX-Irving: 5000 Riverside Drive - Irving, TX
IA-Des Moines: 6200 Park Ave - Des Moines, IA
TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX
NC-Charlotte: 301 S Tryon St - Charlotte, NC
MN-Minneapolis: 2650 Wells Fargo Way - Minneapolis, MN
AZ-Chandler: 2600 S Price Rd - Chandler, AZ


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.

Benefits Summary


Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Contact Information
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