Business Support Consultant 4 - ECMO Production Support

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 Complaints Management Office is actively searching for qualified candidates to join an exciting ECMO Production Support team.

This position, ECMO Production Support Consultant, will be on a team responsible for ECMO production health and will report to the ECMO Production Support Manager on the ECMO Change Management team.

The ECMO Production Support Team is responsible for the end-to-end management of all production issues. As a consultant on this exciting team, you would be responsible for completing the daily production support activities.

Specifically, this role would focus assisting users with complex issues they are having with the Enterprise Complaints Management Platform, Third Party Complaints Capture Tool, Telephony, Compass and other applications as they are added to our support process. Resources will review issues, work to resolve the issues by assisting the user or escalate as necessary. They will also recommend updates to the production support processes and procedures They will assist with creating/updating production reporting, monitor issues, work with management and communication to share issue awareness.

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  8+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning in financial services demonstrated through work or military experience

• 
  SharePoint experience
• Telephony experience
• Ability to be proactive, innovative and creative in meeting customer and enterprise needs
• Ability to develop partnerships and collaborate with other business and functional areas
• Good analytical and quantitative skills
• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
• Knowledge and understanding of analytical methods used in: root cause analysis
• Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives
• Experience developing well-defined plans for problem resolution from preliminary or ambiguous information
• Experience leading a fast paced, demanding, and deadline driven production environment
• Experience identifying inefficiencies, finding opportunities to streamline business processes, and implementing change
• Experience synthesizing group discussions into concise, concrete bullet points and guiding abstract dialogue into actionable themes
• JIRA experience

• Knowledge of organizational procedures, operations and applicable compliance rules and regulations.
• Leadership: Proven ability to establish and gain buy-in for an idea or vision, define stretch goals that are attainable and directly support business goals, and garner enthusiastic support across the organization to accomplish the goals. Proven they demonstrate critical, board thinking skills.
• Professional Skills: Capable prolific communicator that is comfortable working with a wide variety of corporate executives, sales, marketing, engineering, operations, customers and business partners. Proven teamwork skills; excellent interpersonal, written and oral communication skills.
• Creativity and Innovation: Able to think creatively and critically to identify opportunities to uniquely and effectively meet customer needs. Strong ability to assess market and competitive conditions and to develop creative, break-through approaches supporting improved customer experiences and operational efficiencies.
• Experience with Wells Fargo’s Enterprise Complaints Management Platform
• Experience with LoudSpeaker application
• Experience with PAC2000

• 
  Ability to travel up to 5% of the time

MN-Saint Louis Park: 435 Ford Rd - Saint Louis Park, MN