Wells Fargo

Job Category:



Phoenix, Arizona



Approximate Salary:

Not Specified

Position Type:

Full Time


415) 820-7800

Operations Controls Manager (ORM5)

Wells Fargo - Phoenix, Arizona

Posted: 12/7/2018

Job Description

About Wells Fargo

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,200 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy.

With approximately 265,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune’s 2017 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.

Payments, Virtual Solutions, and Innovation

PVSI brings together the Company’s payments platforms, digital capabilities, as well as online, mobile, and phone channels and innovation teams. It has six major business units, including: Cards and Retail Services; Deposit Products Group; Digital Innovation Channels; Operations; Treasury, Merchant, and Payment Solutions; and Contact Center. It also invests in research and development and strategic partnerships to design and build next generation products and customers.

PVSI Control

The PVSI Control team is specifically responsible for the management of non-financial risk within PVSI, including operational risk, compliance risk, model risk, reputation risk and strategic risk.

The Positions

Each of the senior leader roles noted below will be responsible for designing, executing, and monitoring a front line risk and control program for their respective Operations control function. Each leader will oversee a team responsible for the identification, assessment, monitoring, and management of non-financial risks. This will provide business executives with an aggregate view of risk for their respective business, as well as assurance of the effectiveness and sustainability of the internal risk and control framework, including risk assessment, reporting, monitoring and escalation of control related issues.

Role #1: Account Products and Services

Design, execute, and monitor front-line risk and control program for Account Products and Services Control processes and functions to include ATM Operations, Deposit Product Support Services, Legal Order Process and Customer Complaints.

Role #2: Enterprise Utility Services

Design, execute, and monitor front-line risk and control program for Enterprise Utility Services Control processes and functions to include: Analytics and Postal Affairs, Business Partner and Division Support, Document Storage and Retrieval, Enterprise Interoffice Systems, Output Services and Transportation.

Role #3: Consumer Payments

Design, execute, and monitor front-line risk and control program for Consumer Payments Control processes and functions to include: Corrections and Reconcilements, Enterprise Deposits, Exceptions and Returns, Estate Care Center, Payment Clearing and Settlement, Problem and Incident Management and Metrics, Analytics and Benchmarking.

Role #4: Fraud and Claims

Design, execute, and monitor front-line risk and control program for Fraud and Claims Control processes and functions to include: Claims Assistance Center, Loss Management Controls, Loss Strategy and Performance; Risk Management Services and Victim Fraud Detection.

The Business Unit Risk and Control Leader for each of the Operations control functions will lead a team of risk professionals and work cross functionally with multiple support partners.

Additionally, each incumbent will work closely with other senior leaders across PVSI and the PVSI Control business in the development and execution of PVSI Control strategies. Accordingly, critical success factors will include the ability to develop partnerships with multiple business and functional areas to provide process insight into the risks, control gaps, and trends which present opportunities to de-risk the current business.

Specific responsibilities:

  • Serve as the primary PVSI Control Team liaison to business unit heads

  • Serve as subject matter expert (SME) for products, services, risks, processes, and controls within the aligned BU

  • Facilitate risk management activities within the front line and ensure compliance with enterprise requirements

  • Serve as an advisor to guide business and risk mitigation strategies

  • Create an aggregate view of risk across assigned businesses and products

The Candidate

These roles require a collaborative leader capable of initiating action and managing change in a fast paced environment as well as strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement while having ability to make difficult decisions.

Successful candidates will have ability to distill complex concepts, businesses, and processes across multiple teams into simplified and targeted solutions while communicating those concepts effectively and ensuring that all deliverables are met. They will use process and analysis skills to identify business problems and build compelling fact-based strategic recommendations. They will also have a demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including the PVSI Control Team Executive, PVSI Business Unit Officer, PVSI Risk-Aligned Control Teams, PVSI Control Support Teams, PVSI Business Management, and Independent Risk Management.

Additional critical skills include:

  • Ability to interact across multiple senior manager roles in both the Operations business (as well as Consumer Payments, Fraud and Claims, etc. where applicable to specific role) and newly created PVSI Control Risk-aligned and Support roles

  • Ability to proactively lead the Operations BU-aligned teams to document the risks and controls associated with the key business processes in telling a process-based story on the control gaps related to all non-financial risk including compliance, operational, model, reputational, and strategic

  • Ability to challenge the business to define and execute flawlessly PVSI end-to-end processes and related controls including product lifecycle management, product design and development, rewards offers and embedded benefits, new product and service test and pilot, product launch, existing product evaluation, product lifecycle management, and digital payments

  • Ability to tie all control breaks and issues to business processes and complete an aggregate view of process risks for the Operations organization

  • Ability to transition previous Operations issue management, remediation, compliance assessment, governance, and other risk-aligned and support activities to the dedicated team to allow focus on the business process and control gaps impacting Operations customers and business

Locations: Charlotte, NC; Minneapolis, MN; Phoenix, AZ; other WF hub locations will be considered

Required Qualifications

  • 10+ 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 10+ years of IT systems security, business process management or financial services industry experience, of which 6+ years must include direct experience in compliance, operational risk management, or a combination of both
  • 7+ years of management experience
Desired Qualifications

  • Ability to articulate complex concepts in a clear manner
  • Advanced Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
Other Desired Qualifications
  • BA/BS and/or Advanced Degree (MBA, JD, etc.)

  • Strong knowledge of the financial services industry, products, and regulatory environment

  • Excellent organizational and time management skills with the ability to process multiple tasks simultaneously

  • Ability to articulate complex concepts in a clear manner

  • Proven leadership ability to drive successful execution of business initiatives

  • Ability to plan, prioritize and set goals

  • Proven ability to build dynamic and high performing teams

  • Ability to influence and consult strategically across a large organization and with various levels of leadership/stakeholders

  • Working knowledge of PVSI relationships and transaction processes

  • Strong understanding of policies, procedures, and programs to ensure appropriate and effective risk mitigation controls are in place

  • Excellent verbal, written, and interpersonal communication skills

  • Strong analytical skills with high attention to detail and accuracy

  • Risk Certification Programs a plus

Additional Desired Qualifications specific to Fraud and Claims:
  • Deep technical understanding of the Fraud and Claims processes, business models, products, operations and customer interactions and where they manifest risk.

  • Understanding of best-practice risk management techniques across financial services industry.

  • Meaningful knowledge of risk management framework elements, including: risk identification, risk-related decisions, processes and controls, risk analytics and governance.

  • Knowledge of relevant financial regulations and understanding of how they are implemented, managed and enforced.

  • Strong interpersonal, influencing, and communications skills with an ability to interact effectively with stakeholders and regulators, to include virtual, matrixed leadership experience and the ability to effectively manage and build relationships within the business and enterprise risk function.

  • Proven leadership and project management skills to drive alignment across stakeholder groups to develop and deliver repeatable end to end risk management solutions and controls aligned with business/customer processes.

  • Demonstrated leadership ability that embodies the Wells Fargo Vision and Values and leadership competencies.

  • Ethical integrity and demonstrated ability to assess and determine when to raise concerns and escalate


  • 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.

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