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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.The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing, 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.Wells Fargo Virtual Channels (WFVC) is part of the Payments, Virtual Solutions, and Innovation (PVSI) business division. WFVC serves consumer and small business customers through digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts, enable digital payments, provide solutions that meet their financial needs, and more. WFVC serves over 27 million customers through our digital channels and supports over 5.8 billion customer interactions annually through digital and contact centers.We are looking for a Business Communications Manager 2 to lead a small team of Business Communications Consultants. This team is responsible for managing a broad scope of external and customer communication needs, including an inventory of customer communication templates in print and electronic formats (email and text), customer and marketing communications, partner communications, and reactive talking points for all lines of business in the contact center channel, and supporting external and customer communications in varied, multi-faceted, and complex projects, including collaboration and speed-to-market initiatives. The position reports to WFVC Communications leader.Primary responsibilities for this role may include but are not limited to:
Consults and partners with senior managers within WFVC and across the enterprise to identify, understand, and deliver on customer and external communication needs for projects, initiatives, crises, and reputation management issues.
Manages and sets the direction for the Customer Communications team in planning, writing, editing, and coordinating a variety of customer communications related to consumer and business sales and service, while caring for compliance, legal, and operational/technical requirements – always keeping the customer experience at the center of what we do.
Ensures all customer communications align with business strategies and corporate messaging, as well as the Wells Fargo style guide and Wells Fargo brand standards
Manages communications templates used to deliver information to consumer and small business customers.
Develops communications procedures for ongoing review and quality assurance of existing communication templates, and ensures routine reviews are completed as required.
Assigns team members to represent WFVC External & Contact Center Customer Communications on cross-functional (enterprise and group level) project teams.
Consults with business stakeholders on appropriate messaging/content and approach.
Ensures regular reviews of existing customer communications are conducted to comply with UDAAP and other compliance requirements.
Consults with senior management to align external and customer communications with business strategy.
Develops and maintains external and customer communications that support strategic business objectives.
Develops communication architecture strategies, standards, and guidelines.
As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Locations: Preferred locations are Charlotte, NC; Westlake, TX; San Antonio, TX; Phoenix, AZ; however other locations within the WFVC footprint will be considered.Required Qualifications:
8+ years of communications experience
2+ years of management experience
Desired Qualifications:
Experience with Wells Fargo Virtual Channels (WFVC) Contact Center policies, processes, and procedures
Experience managing communications and documentation projects
Virtual leadership experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed team environment
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
Ability to influence and collaborate at all internal organizational levels
Ability to quickly re-prioritize work
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Highly refined and professional verbal and written communications
Experience applying Wells Fargo Style Guide and brand standards
Ability to prepare and present senior level communications
Ability to travel up to 10% of the time
Job Expectations:
Ability to travel up to 10% of the time
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5511441&PostingSeq=1.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.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.
