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Fraud & Claims Operations Director
3 months ago
Wells Fargo is seeking a Fraud & Claims Operations Director in the Claims Assistance Center as part of the Fraud & Claims Management team. Learn more about the career areas and lines of business at www.wellsfargojobs.com.
Wells Fargo Consumer Operations is seeking a Fraud & Claims Operations Director to report to the Head of Claims and Recovery. This group is responsible for end-to-end claims processing for all dispute types. This individual will lead a large, multi-product/channel inbound call center team of approximately 1,000 employees, located in U.S. and Manila. The leader will contribute to broad Consumer Operations strategies with a One Wells Fargo lens by living Wells Fargo's company expectations. This collaborative leader must be capable of initiating action and managing change and will be skilled at building bridges to gain consensus.
In this role, you will:
- Manage and develop specialized teams of managers and professional individual contributors with a focus on executing risk-based fraud and claims program.
- Identify, formulate, and implement risk policies, procedures, and controls for the respective business or enterprise functions associated or affected by its outcomes.
- Identify opportunities and strategies for formulating and implementing risk policies, procedures, and controls for business or enterprise function.
- Address issues and maintain an awareness of fraud and claims activity across the company
- Lead fraud and claims team by making strategic decisions to resolve reporting of fraud and claims activities
- Interpret and develop range of procedures, controls, and trend data in order to ensure proactive identification of fraud and claims activity.
- Collaborate with and influence immediate fraud and claims colleagues, as well as more experienced business leaders.
- Manage allocation of people and financial resources for Fraud and Claims Operations
- Develop and guide a culture of talent development to meet business objectives and strategy.
- Lead inflight large transformational efforts and responsibility for on-going process and systemic transformation initiatives.
- 8+ years of Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance experience, including Management experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
- 4+ years of management experience
- 8+ years fraud and or claims operational management experience supporting large complex organization(s).
- Experience leading a fast paced, demanding, and deadline driven operational environment.
- Demonstrated ability to lead teams with a high level of team member engagement.
- Experience creating and executing competitive and innovative operational business strategies, processes, and policies.
- Effectively partner and influence at the senior and executive level.
- Proven ability to drive execution and translate strategies into specific goals, tactics, action plans, and deliverables.
- Proven success attracting, leading, and engaging a diverse team with different levels of experience across multiple geographies and creating a culture of service and efficiency.
- Comprehensive knowledge of Fraud Operations organizational structures, functional roles, and corresponding capabilities to assess inherent risks.
- Ability to build an external customer/internal client driven environment
- Experience creating and executing competitive and innovative operational business strategies, processes, and policies, along with the proven ability to drive execution
- Solid understanding of a broad cross-section of products and services to consumers and business in order to drive a customer centric approach.
- Ability to interact with all levels of an organization and develop collaborative partnerships with other business and functional areas
- Strong risk management leadership, skills, and experience.
- Deep understanding of ever-evolving governance processes and regulatory environments including experience and exposure in working with internal and external regulators.
- Ability to communicate, emulate and cultivate the Wells Fargo's company expectations as outlined in our leadership objectives.
- Knowledge of or experience with digital call center technologies/solutions
- Experience in building high performing teams focused on driving business results through leadership effectiveness and team member engagement.
- Strong transformational leadership, relationship management, influencing, vision and execution skills.
- Sense of urgency, passion for results, and personal accountability for achievement while making difficult decisions based on a mixture of analysis, experience, and judgement.
- Ability to travel up to 40% of the time.
Posting End Date:
1 Jul 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: 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.
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.
