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Senior Business Operations Consultant
2 months ago
Wells Fargo is seeking a Senior Business Operations Consultant to join the Workforce Management team within Consumer and Small Business Banking Operations (CSBBO). This consultant will develop analysis and models to optimize workforce staff in large back-office operations organizations.
Key Responsibilities:- Review and research complex business, operational, and technical challenges that require an in-depth evaluation of variable factors.
- Manage all activities related to staffing models, including what-if and trend analysis, requirement gathering, cost/benefit analysis, process analysis and mapping/improvement projects.
- Perform solution-based strategic thinking to enable the business to operate as leanly as possible without sacrificing quality or risking metric results.
- Monitor and publish results to plan, identify gaps and lead remediation strategy with operations leadership.
- Be responsible for the development and ongoing administration of long-term capacity planning models, which forecast volume, productivity, shrinkage, and headcount needs to meet required business objectives.
- Partner with various departments to ensure a thorough understanding of operational strategies while ensuring that the Capacity Plans accurately reflect those strategies.
- Identify strategic recommendations on how to optimize our workforce.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
- Communicate and coordinate with various departments, including Operations, Finance, Workforce Management Support, and other partners.
- Work both independently and in partnership with global leadership, developing strong relationships with remote partners through the creation and communication of polished analysis and PowerPoint presentations built to inform and recommend strategies to Sr. Leadership.
- Manage or participate in large cross-group projects and mentor less experienced staff.
- 4+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
- 4+ years of Analytics experience.
- 4+ years of workforce management and/or workforce capacity planning experience.
- Experience with call center workforce management tools, including business configuration administration experience.
- Experience in project management with multiple distributed stakeholders.
- Experience capturing business requirements.
- Ability to influence across all organizational levels, particularly senior management.
- Ability to quickly establish credibility to build and maintain effective working relationships.
- Ability to effectively communicate, verbally and written, with executive-level presence, with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations.
