Lead Product Manager- Enterprise Complaints and

2 weeks ago

Chandler, United States Wells Fargo Full time

**Why Wells Fargo**:
This is where your true career begins. We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace "to grow your career" in the U.S. At Wells Fargo, we support employees' career aspirations and growth. We're proud of our employee-welfare-centered business approach and our commitment to diversity, equity, and inclusion in the workplace.

**About this role**:
The Enterprise Complaints and Remediations Business Engineering Architecture and Change team (ECR BEACH) 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 the Wells Fargo Business. This team's four main services include Product Management, Business Architecture, Change management and Change sustainability. Together these functions promote and drive transformation across critical operational shared services for Wells Fargo.

The services ECR BEACH supports include Enterprise Complaint Management, Enterprise Remediation Management, Redress and accommodation management.

The Business Architect will work closely with business lines, technology, system architecture and cross-functional leaders across Wells Fargo with responsibility for delivering insights and perspective into strategic and business planning at the executive stakeholder level that improves decision-making to accelerate the pace of change.

This role focuses on Enterprise to ECR alignment on future experiences, strategic outcomes, customer, business capabilities, business and operating models, people, process, technology, and information. Accordingly, critical success factors will include the ability to operate effectively in a matrixed organization, develop partnerships with multiple businesses and functional areas, and demonstrate strong reputational risk and problem resolution abilities.

**In this role, you will**:

- Design, innovate, and set standards on customer impact management journeys and business capabilities.
- Assess strategic business needs, business capability gaps, and opportunities across all products within a division.
- Assess product line business capability value and benefits versus Enterprise capability value and benefits contributing to business case development and product two-year roadmaps.
- Link strategic goals and objectives upwards to Enterprise capabilities and journeys.
- Communicate long-term strategic vision and ensure business blueprints and architectural designs are in alignment.
- Develop an integrated view of customer experiences across the Enterprise, ensuring interdependencies across organizations and functions are understood and map business capabilities to the business systems managed by IT to identify and resolve inconsistencies, duplications or gaps.
- Conduct people, process, data, logic/ calculation and systems deep dive current state assessments to ensure all redundancies, deficiencies, failure points and constraints are understood and addressed.
- Recommend solutions from a people, process, business intelligence and technology perspective to standardize, streamline, and install appropriate control mechanisms for enhanced business performance, customer excellence, productivity, improved quality, etc.
- Conduct change impact analysis and develop capability gap closure roadmaps including short
- and long-term implementation recommendations.
- Consults with Enterprise Architects to ensure integration across domains.
- Identify risk through these transformations and evaluate and install appropriate control mechanisms to minimize risk.
- Perceives the impact and implications of decisions on other components of the company as well as impact on investors, customers and clients.
- Be an active voice to recommend solutions that will exploit opportunities and address critical deficiencies.

**Required Qualifications, US**:

- 5+ years of Product Management, product development, strategic planning, process management, change delivery experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

**Desired Qualifications**:

- Experience successfully collaborating with others in a change driven environment.
- Ability to influence and build relationships with LOB stakeholders, technology CIO leadership, external service providers, and architecture teams.
- Ability to manage process improvement initiatives to optimize operational effectiveness and efficiencies.
- Demonstrated ability to develop and execute short-term and long-term strategies related to effective and flexible use of people, systems, structures, processes.
- Demonstrated success in combining operational excellence concepts, such as standardized work and problem solving/continuous improvement, with software-based technology implementations.
- Abi

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