Fraud & Claims Operations Senior Manager

About This Role:

Wells Fargo is seeking a Claims & Recovery Senior Manager to lead the Credit Card Non-Fraud Claims organization overseeing the end-to-end performance of a large complex operation. This role is accountable for operational results risk and regulatory adherence financial performance and people leadership across approximately 200 onshore and offshore team members. The successful candidate will operate as both a people leader and strategic operator partnering closely with Product Strategy Card Operations Channel Leaders and other internal stakeholders to improve customer outcomes and manage operational expense and minimize loss. This role requires sound judgment comfort with ambiguity and the ability to influence decisions at multiple levels of the organization.

In this role you will:

Operational Leadership & Execution

Lead daily operations for Credit Card Non-Fraud Claims ensuring service levels quality standards and regulatory requirements are consistently met
Translate business objectives into clear operational priorities resource plans and performance expectations
Make informed decisions related to staffing workflows and capacity to balance customer experience cost and risk

Risk Management & Compliance

Ensure all claim activities comply with applicable regulations including Regulation Z and internal risk management standards
Identify operational risks control gaps and process weaknesses; escalate issues and implement corrective actions as appropriate
Partner with compliance and risk teams to support audits reviews and regulatory inquiries

Stakeholder Partnership & Influence

Serve as a primary operations partner to Product Strategy Card Operations and claim intake channel leaders
Influence outcomes across teams that do not report directly to you by using data insights and strong business rationale
Communicate complex operational performance and risk topics clearly to senior leaders

Continuous Improvement & Change Leadership

Identify and lead process improvement initiatives that improve efficiency and enhance customer and employee experiences and minimize loss
Manage moderately complex projects independently including changes impacting people technology or policy
Drive adoption of new procedures tools or controls through structured change management

People & Financial Management

Directly manage leaders and managers setting clear performance expectations and holding teams accountable for results
Provide coaching development performance evaluation and succession planning for leaders within the organization
Own budget and financial performance for the function with accountability for expense management and productivity outcomes

Required Qualifications

• 7 years of Claim Investigations Policy Violations Risk Management or Compliance experience or equivalent demonstrated through one or a combination of: work experience training military experience or education
• 3 years of management or leadership experience

Desired Qualifications

• 8 years of operations experience
• 6 years of people management or leadership experience
• Deep handson knowledge of credit card claims operations
• Strong experience driving consistency in meeting regulatory quality and service expectations within operations
• Proven ability to develop senior stakeholder trust through clarity datadriven insights and solutions to complex problems
• Demonstrated leadership experience building engaged teams developing talent and holding teams accountable for results
• Strong experience managing losses and operational expenses through disciplined execution and continuous improvement
• Strong working knowledge of Regulation Z and its application in a claim environment
• Demonstrated ability to prioritize competing demands meet deadlines and perform effectively in a fastpaced highly regulated environment
• Strong attention to detail with a proven commitment to accuracy and quality
• Datadriven leadership style with the ability to translate performance metrics into compelling narratives for senior executives
• Effective written and verbal communication skills with the ability to influence at all levels
• Proven people leader with strong coaching decisionmaking and problemsolving skills

Job Expectations

Willingness to work a hybrid schedule at the posted location and provide flexibility in working hours as business needs require

Location:

Chandler AZ

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 units risk appetite and all risk and compliance program requirements.

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 visitDisability 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.