Business Support Consultant 3

Business Support Consultant 3

19 Sep 2024
North Carolina, Charlotte 00000 Charlotte USA

Business Support Consultant 3

Vacancy expired!

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.Consumer Banking is an industry leader in supporting homeowners and consumers, in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. We’ve built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.The Enterprise Complaints Management Office (ECMO) plays an integral role in having an enterprise view of our customer concerns, identifying risks in a timely manner, providing enhanced reporting capabilities at the line of business and Enterprise levels, and delivering a variety of benefits to our business. This Office includes four main functions: Executive Complaint Operations, Data Analytics and Reporting, Operational Risk, and Complaints Shared Services. Together these teams focus on capturing, researching, and resolving customer dissatisfaction; executing deep root cause analysis; and proactively identifying continuous opportunities that are engineered to improve our customers’ experience and drive out dissatisfaction.The Complaints Data Listening and Analytics Controls (CDLAC) team is seeking an experienced, highly motivated Business Support Consultant to drive multiple efforts related to the Advanced ListeningSM program for complaint identification, routing, and reporting. This role will be primarily responsible for leading the development, delivery, and coordination of training related to the data annotation process in Natural Language Processing (NLP) model development. Additionally, this role will curate and maintain documentation to facilitate the sharing of knowledge and best practices across the CDLAC annotation execution team.The Business Support Consultant will be expected to present training results to leadership and recommend strategies to implement changes and improvements. They will also utilize knowledge of the Enterprise Complaints Management Office (ECMO) policies and Executive Office (EO) procedures to support and drive continuous process improvement. Functions supported in addition to training and documentation include: policy/procedure administration and adherence, change initiatives, business continuity planning, legal and regulatory adherence, process improvement, and communications.This role will require collaboration across a complex, diverse organization including partnering team members. A ‘roll-up your sleeves’ position, the successful candidate will actively lead, while leveraging past experience and knowledge to help continually assess and evolve our value-realization model.

Lead the development of annotation training materials; coordinate training routines with annotation execution team, and deliver content where required

Incorporate feedback from multiple stakeholders into Advanced Listening training modules and documentation to support continuous improvement of annotation results

Maintain documentation on decisions and rationale to ensure consistency and complete record of considerations

Communicate/train SME reviewers on updated direction/judgement on complaints definitions/policy

Partner with CDLAC partners to gather, improve, and store documentation, decisions, and reference materials for use across the Advanced Listening program

Lead calibration routines to ensure alignment to the appropriate identification of complaints

Lead the development of management reporting and presentations regarding advanced listening data annotation results and future projects

Required Qualifications:

6+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning in financial services

Desired Qualifications:

3+ years of training delivery and facilitation experience

2+ years of change management experience

2+ years of financial services industry experience

Ability to communicate effectively with business partners and project managers

Ability to facilitate and lead meetings to reach conclusions, identify tasks, record actions, and achieve results

Ability to identify and manage complex issues and negotiate solutions within a geographically dispersed organization

Ability to create and deliver dynamic presentations

Ability to be flexible and adjust plans quickly to meet changing business needs

Excellent verbal, written, and interpersonal communication skills

Ability to turn preliminary or ambiguous information, ideas, or problems into well-defined plans and solutions

Ability to work effectively under minimal supervision and follow specific guidelines

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=5510713&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.

Related jobs

Job Details

Jocancy Online Job Portal by jobSearchi.