About this role: Wells Fargo is seeking a... In this role, you will: Manage and develop a team to handle complex customer service tasks and create Escalations related initiatives and programs to support business goals and objectives Engage internal partners associated with the Escalations functional area Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area Make decisions and resolve issues regarding internal and external client complaints Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives Collaborate with Customer Service team and first line supervisors Interact directly with internal and external customers to resolve their inquiries and complaints Manage allocation of people and financial resources for aligned functional area or business group Mentor and guide talent development of direct reports and assist in hiring talent Required Qualifications: 4+ years of Risk Management or Business Controls experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education 2+ years of Leadership experience Desired Qualifications: University degree in Business or related discipline. 15+ years of experience in risk management (includes compliance, financial crimes, operational risk, audit, legal, credit risk, market risk, IT systems security, business process management) or 15+ years of financial services industry experience, of which 5+ years must include direct experience in risk management demonstrated through work. 3+ years of leadership experience demonstrated through work or military experience. Strong relationship management skills Ability to effectively listen and elicit information Experience leading, training, and providing feedback to staff and corresponding managers Management experience Ability to exercise independent judgment to identify and resolve problems Time management skills and ability to meet deadlines coupled with experience renegotiating times lines when needed. Audit or internal control evaluation experience preferably within the financial services industry. Experience drafting and executing control evaluation test scripts to assess the design and performance of internal controls. Experience implementing control evaluation methodologies to support the target state. Thorough knowledge of industry standards and best practices around control evaluations and risk management processes. Proficiency with risk types, methodologies and frameworks for evaluating or testing controls and assessing results, conducting research, and identifying control deficiencies. Experience in assessing risk, reviewing risk ratings, and identifying control deficiencies. Experience evaluating the adequacy and effectiveness of policies, procedures, processes, systems and internal controls additional experience analyzing business and/or systems changes to determine impact. Familiar with various quality assurance techniques. Risk management experience with demonstrated leadership skills and ability to drive improvements. Proficient at influencing and consulting strategically across a large organization and with various levels of leadership/stakeholders. Experience communicating in both written and verbal formats with senior executive-level leaders. Balance strong, innovative problem solving skills with the practical ability to implement workable solutions to problems in a fast-paced, deadline driven environment. Identify, assess and mitigate risks across all risk types, in coordination with LOB and assurance activities consistent with the risk management framework and policies established by Independent Risk Management. Leads control evaluations, which may vary in complexity and risk level, and may perform quality reviews of these evaluations. Proficient understanding of quality reviews to ensure the accuracy of evaluation scope, test scripts, assessment results, and control deficiencies identified. Consults on the development, maintenance and execution of control evaluation test scripts and evaluation strategies. Completes control evaluations on schedule. Maintains and executes the Evidenced-Base Control Evaluation Plan. Assesses, documents, and communicates emerging risks, themes and identified control deficiencies to management and risk partners in a timely manner. Ensures any potential control deficiencies discovered during the completion of the control evaluation are properly documented and follow through on reporting, escalation, and resolution. Foster strong relationships with team and collaborate effectively. Ensures coordination with team, line of business, other business units, Audit, and regulators on risk related topics. Completes applicable documentation in accordance with requirements. Ensures internal collaboration with the team, line of business, and risk partners. Aggregates emerging risks from teams as control evaluations are performed. Interfaces internally with the team, line of business, and risk partners. Dynamic leader role with the opportunity to lead project/virtual teams and mentor less experienced employees. Manages a team of Associate Managers, Officers, Senior Associates and/or Associates or cross-functional teams in accomplishing goals. Posting End Date: 14 May 2024 We Value Diversity At Wells Fargo, we believe in diversity, equity and inclusion in the workplace accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in US:All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit . Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our to learn more.