Senior Lead Business Execution Consultant Contact Center Solutions

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:

• 7+ 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:

• 5+ years of strategic planning, oversight of a variety of contact center solutions including IVR, call routing, workforce management, and general operations.
• Understanding and experience with managed services for IT products
• Experience & understanding of cloud service providers.
• Proven experience with driving and achieving significant improvement in outbound calling metrics and working closely with other functional partners, workforce Management, Operational teams, etc.
• Process improvement experience.
• Experience in building strong, repeatable processes with adequate controls, building and improving overall team performance and engagement

Wells Fargo is seeking a Senior Lead Business Execution Consultant to support management and oversight of our contact center solution providers and managed services processes across our product suite.

In this role, you will:

• Build, lead, and manage processes related to our managed services provider for contact center solutions, including forecasting, volume validation & consumption reconciliation.
• Create and socialize strategy for onboarding/offboarding of solution providers, in alignment with business priorities and product strategy while assisting in execution plan communications.
• Partner across different business and financial partners to develop and oversee financial chargeback processes.
• Identify and implement key performance indicators to measure and improve team and operational performance.
• Support development and execution of day 2 operational processes and support model in partnership with the IT organization.
• Act as a Business Execution advisor to leadership to drive performance and initiatives, and develop and implement information delivery or presentations to key stakeholders and senior management.
• Lead the strategy and resolution of highly complex and unique challenges related to Business Execution that require solid analytical skills, extensive knowledge of Business Execution, and understanding of business, delivering longer term and large scale solutions
• Provide vision, direction, and expertise to senior leadership for implementing innovative and significant business solutions that are large scale and cross organizational.
• Lead team meetings, governance meetings or steering committees to facilitate decision making and support implementation of recommendations and plans.
• Strategically engage with all levels of professionals and managers across multiple lines of businesses and serve as an experienced advisor to the leadership
• Provide direction to a cross functional team using business expertise

Required Qualifications:

• 7+ 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:

• 5+ years of strategic planning, oversight of a variety of contact center solutions including IVR, call routing, workforce management, and general operations.
• Understanding and experience with managed services for IT products
• Experience & understanding of cloud service providers.
• Proven experience with driving and achieving significant improvement in outbound calling metrics and working closely with other functional partners, workforce Management, Operational teams, etc.
• Process improvement experience.
• Experience in building strong, repeatable processes with adequate controls, building and improving overall team performance and engagement.

Job Expectations: Ability to travel up to 10% of the time
Locations: Charlotte NC, Dallas TX, San Antonio, TX, Minneapolis, MN