Wells Fargo - Charlotte, NC
posted 4 months ago
The Payment Services Operations Head Client Monitoring and Enablement is a pivotal new role at Wells Fargo, aimed at establishing a robust capability within Payment Operations to enhance client support through data-driven insights. This position will be responsible for defining, designing, and implementing the Client Monitoring and Enablement function, which includes engaging with various stakeholders to establish services, metrics, and processes, including controls and roles and responsibilities. The successful candidate will also be tasked with designing the organizational structure and hiring the necessary talent to support this initiative. A key aspect of this role involves proactive planning and the design of data solutions that enable quick assessment and reporting of client impacts during incidents. This includes creating client impact reports that detail failure points and data operations procedures. The leader will assess, source, and manage resources required to handle significant, high-risk events, and will engage in analysis and provide data solutions to document client impacts when incidents occur. Additionally, the role requires the development of an end-to-end process for communicating with clients and partner banks during crises. This involves collaboration with various teams to design enhanced communication processes regarding incidents and workarounds, as well as creating service level agreements (SLAs) and updated playbooks. The leader will also define and execute enhanced operational risk evaluation, redress, and remediation capabilities that integrate with existing Payment Operations processes and policies. The successful candidate will work closely with the Global Treasury team and Front Office leaders to develop an enhanced monitoring service for clients, ensuring their transactions are prioritized and monitored with greater scrutiny. This role demands a strong executive presence, leadership skills, and the ability to creatively approach business problems while fostering an inclusive and influential team environment. The leader will need to quickly assess complex problems, engage with key decision-makers, and communicate necessary actions and risks in a clear and concise manner. This position is focused on delivery and will require collaboration with high-performing professionals to enhance operational efficiency and effectiveness, translating strategy into actionable steps for execution.