Performance Management-Lead Business Execution Consultant

at  Wells Fargo

APPLICANTS WITH DISABILITIES

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Required Qualifications:

• 5+ 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, educatio

Desired Qualifications:

• Ability to translate and summarize complex data into understandable, actionable information and recommendations
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to grasp complex business issues quickly, recommend solutions, and drive for resolutions
• Understanding of enterprise contact center data, enterprise data lake, use case development with business and technology partners, data strategy background, experience, performance system of record and data stores for transactional business processes.
• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
• Excellent verbal, written, and interpersonal communication skills
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Experience in contact center operations
• Performance management experience
• Reporting and analytics experience
• Process design, process improvement experience
• Experience working with process automation
• Tolerance of ambiguity / self-starter / takes initiative
• Experience in financial services operations
• Experience with various contact center solutions, preferably Verint, Alvaria, Five9, and Intradie

Wells Fargo is seeking a Lead Business Execution Consultant as part of our Performance Management team. Learn more about the career areas and lines of business at wellsfargojobs.com .
This consultant will play a key role in Performance Management Transformation efforts and be responsible for assisting in the design, development, deployment, and ongoing improvement of the Performance Management program.
This role will work in conjunction with Business Performance Management Leaders and the CCaaS (Contact Center as a Service) program to develop and deploy the target state tools, processes, routines, and reporting as part of the Quality & Performance Management team in Global Operations. This role will work to help define and deploy the capabilities required to deliver a best-in-class Performance Management Program across all Wells Fargo Contact Centers. This includes areas such as governance, execution, analytics, ongoing improvement, and automation opportunities across the Performance Management landscape.

In this role, you will:

• Collaborate with various operations teams to understand data and reporting requirements to streamline processes
• Perform assessments through fact finding and analysis of data to offer insight to complex issues, and develop appropriate solutions or recommendations
• Collaborate and consult with members of the Technology Business and CCaaS performance teams and team leaders to drive strategic initiatives for data, analytics and reporting across performance management.
• Assist in the creation and monitoring of performance management metrics and reporting.
• Create & Leverage data to assist in analysis for identification of key opportunities to pursue
• Support the development and implementation of new automated reviews that use system of record data to determine in whole or part the evidence of compliance for a target population of records.
• Collaborate and consult with leaders, business partners and project teams to understand business needs and opportunities.
• Develop custom presentations and/or reporting to share with senior leaders

Required Qualifications:

• 5+ 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

Desired Qualifications:

• Ability to translate and summarize complex data into understandable, actionable information and recommendations
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to grasp complex business issues quickly, recommend solutions, and drive for resolutions
• Understanding of enterprise contact center data, enterprise data lake, use case development with business and technology partners, data strategy background, experience, performance system of record and data stores for transactional business processes.
• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
• Excellent verbal, written, and interpersonal communication skills
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Experience in contact center operations
• Performance management experience
• Reporting and analytics experience
• Process design, process improvement experience
• Experience working with process automation
• Tolerance of ambiguity / self-starter / takes initiative
• Experience in financial services operations
• Experience with various contact center solutions, preferably Verint, Alvaria, Five9, and Intradiem

Job Expectations:

• This position is not eligible for Visa sponsorship.
• This position offers a hybrid work schedule.
• Willingness to work on-site at stated location on the job opening.

Posting Location:

• Charlotte, North Carolina