Senior Fraud and Claims Management Capacity Planning Consultant

About this role:

Wells Fargo is seeking a Senior Business Execution Consultant on the Workforce Management team within Consumer and Small Business Banking Operations (CSBBO). This execution consultant will develop analysis and models to optimize workforce staff in large telephony and back-office operations organizations. To be successful in this role, the individual will possess a strong understanding of back-office workforce management, capacity planning/forecast modeling for operations, contact center and business utility functions. The workforce management team works to support staffing strategies to include tactical forecasting and scheduling, real-time capacity monitoring, capacity planning, and back-office workload support for CSBBO contact centers and delivery teams. Learn more about our career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Review and research moderately complex business, operational, and technical challenges that require an in-depth evaluation of variable factors.
• Manage all activities related to their staffing models including what-if and trend analysis, requirement gathering, cost/benefit analysis, process analysis and mapping/improvement projects. Will also serve as the subject matter expert for their assigned area of responsibility.
• Perform solution-based strategic thinking to enable the business to operate as leanly as possible without sacrificing quality or risking metric results.
• Monitor and publish results to plan, identify gaps and lead remediation strategy with operations leadership.
• Be responsible for the development and ongoing administration of the long-term capacity planning models (which forecast volume, productivity, shrinkage and headcount needs to meet required business objectives)
• Partner with various departments to ensure a thorough understanding of operational strategies while ensuring that the Capacity Plans accurately reflect those strategies.
• Identify strategic recommendations on how to optimize our workforce.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
• Communicate and coordinate with various departments including Operations, Finance, Workforce Management Support, and other partners.
• Work both independently and in partnership with global leadership developing strong relationships with remote partners through the creation and communication of polished analysis and PowerPoint presentations built to inform and recommend strategies to Sr. Leadership
• Manage or participate in large cross group projects and mentor less experienced staff.

As a successful candidate, you will have:

• The ability to think creatively to build out advanced Excel spreadsheets from scratch.
• Excellent capabilities with Microsoft Excel Pivot Tables/Data Analysis/Database knowledge
• The ability to analyze, review, forecast, and trend complex data – creating “what if” models, identifying viable options to enable data-driven decisions that supports business objectives.
• Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.
• The ability to plan, prioritize, organize, and complete work to meet established objectives.
• Strong written and verbal communication skills that convey the ability to synthesize complex concepts into easy to digest formats for senior leaders.
• The ability to maintain composure in critical situations and communicate effectively.
•  A high level of professionalism, integrity, and maturity
•  Excellent interpersonal and collaboration skills with a global team
•  Strong technical skills including Microsoft Office Suite and Teams

Required Qualifications:

• 4+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• 4+ years' workforce management and/or workforce optimization experience
• 4+ years of performing telephony and/or back-office forecasting to assess volume and FTE need.
• Ability to gather and analyze data and synthesize models to optimize workforce staffing.
• Experience with call center workforce management tools (Aspect, Verint, IEX, Nice, etc)
• 3+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions.
• Ability to influence across all organizational levels, particularly senior management.
• Ability to quickly establish credibility to build and maintain effective working relationships.
• Ability to effectively communicate, verbally and written, with executive level presence with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations.

Job Expectations:

• Ability to travel up to 10% of the time
• This position is not eligible for Visa sponsorship.

Posting End Date: 

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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 Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.