Operational Risk Consultant 4 – Phoenix, AZ

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 prior to 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.

Corporate Risk helps all Wells Fargo businesses identify and manage risk. The team focuses on several key risk types, including conduct, credit, financial crimes, information security, interest rate, liquidity, market, model, operational, regulatory compliance, reputation, strategic, and technology risk.

The group provides leadership, enhances communications, assists with problem identification and solutions, and shares best practices. In addition, the group provides an enterprise-wide view of risk, assists management and our Board of Directors in identifying and monitoring risks that may affect multiple lines of business, and takes appropriate action when business activities exceed the risk tolerance of the company.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI’s focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

The Operational Risk Consultant will be responsible for developing, implementing and monitoring risk-based programs to identify, assess and mitigate any operational risk that arises from inadequate or failed internal processes, people, systems or external events, while maintaining a balance between risk mitigation and operational efficiency. May provide oversight to an operational risk program. Works with complex business units and provides operational risk expertise and consulting for projects and initiatives with high risk. May provide systems security consulting on complex issues. Designs and develops testing strategies, methodologies and analyses; evaluates the adequacy and effectiveness of policies, procedures, processes, systems and internal controls; analyzes business and/or system changes to determine impact, identifies and assesses operational risk issues and assigns risk ratings consistent with established policy standards. Consults with business to develop corrective action plans and effectively manages change. Identifies training opportunities; designs/coordinates the development of training materials delivers or coordinates training delivery. Reports findings and develops business cases to influence senior management on the need for controls to mitigate risk. Manages and/or coordinates production of periodic operational risk performance reports for senior management, including trend analysis and recommended strategies. Manages project teams and may provide guidance to less experienced consultants.

Responsibilities:

  • Collaborate with Contact Center business leaders, Group Issues Management (GIM), Testing and Validation, Compliance, Audit and Legal for controls supporting customer service and customer research processes.
  • Consult and provide credible challenge on; risk mitigation, control design, control effectiveness and for monitoring and QA, customer transaction research, and speech analytics.
  • Oversight of controls for front-line performance strategies, associate performance metrics, site visit plans, and associates incentive plans.
  • Responsible for controls in support of Bi-Lingual customer service, trend seeking for customer service, training and education and post call surveys.
  • Report, distribute, and review performance metrics, trends and status updates.

Location: Preferred locations are listed, however, may consider other Wells Fargo hub locations


Required Qualifications

  • 6+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 6+ years of IT systems security, business process management or financial services industry experience, of which 3+ years must include direct experience in compliance, operational risk management, or a combination of both


Desired Qualifications

  • Advanced Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to interact with all levels of an organization
  • Advanced Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • 6+ years of call center customer service and sales experience in the financial services industry
  • A BS/BA degree or higher
  • Experience with skills documentation including creating process flows, risk mapping, and anchoring
  • Knowledge and understanding of Shared Risk Platform (SHRP) such as reporting and issue management


Other Desired Qualifications

  • 3+ years of experience in the review and analysis of operational risk
  • Knowledge and experience of contact center channel specific risks, applicable policies, procedures, risks, (phone, e-mail, ivr, correspondence, virtual customer interactions)
  • Ability to work independently and collaboratively throughout various levels in the organization
  • Ability to interact with all levels of an organization and provide credible challenge
  • Project Management experience supporting technology and various cross channel risks and technology
  • Knowledge and experience of contact center channel specific risks, applicable policies, procedures, risks, (phone, e-mail, ivr, correspondence, virtual customer interactions)
  • Advanced experience with call forecasting workforce optimization software
  • Ability to interact with all levels of an organization and provide credible challenge
  • Project Management experience supporting technology and various cross channel risks and technology


Job Expectations

  • Ability to travel up to 25% of the time


Street Address

AZ-PHX-Central Phoenix: 100 W Washington St – Phoenix, AZ
IA-Des Moines: 800 Walnut St – Des Moines, IA
NC-Charlotte: 301 S Tryon St – Charlotte, NC


Disclaimer

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.

PYMTVIRSOLSINN/PVSI WH

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