Business Support Consultant 4- Employee Performance Management, Engagement & Experience Team (CRMS)

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Wells Fargo’s Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it’s buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

THE ROLE
Position will be part of the Employee Performance, Experience, & Engagement Team within Wells Fargo's Consumer Collections and Servicing (CCS) Organization supporting Cards, Retail and Merchant Services (CRMS) Customer Service.

In this Business Support Consultant 4 role, the individual will be responsible for planning, executing, and operationalizing performance management strategies and initiatives with leadership across CRMS Customer Service. Must be able to effectively drive change and influence across all levels of the organization. Duties include consulting with business leaders, stakeholders, and program leaders to communicate and implement program tools, processes, and resources. Individuals will work with the Performance Management Program, Business Insights and Intake Team, data and analytic partners, and key partners HR, ER, Legal, and Comp to operationalize and implement performance management initiatives.

Individual will create and support communications, training, and implementation plans and develop supporting materials and resources for managers and agents such as videos/tools/resources for items such as agent dashboard, coaching, performance management processes and methodologies. Additionally, they will also work with analytic consultants to ensure activities support overall tracking against performance goals and metrics for the business and develop tracking and evaluation of performance for the program. Individuals will work with business leaders to enable performance initiatives such as diagnosing & identifying coaching behaviors, understanding supporting data drivers, effectively holding performance conversations, and capturing of coaching activities.

• 
  8+ year of experience in one or a combination of the following: business support, project management, implementation, business operations or strategic planning in financial services demonstrated through work or military experience

• 
  Extensive knowledge and understanding of performance management processes and coaching to accomplish business objectives
• Strong analytical skills with high attention to detail and accuracy with excellent verbal, written, and interpersonal communication skills
• Excellent consulting skills with the ability to interact and communicate with senior leaders and executives
• Highly proficient in business insights and performance management
• Ability to consult with both data and analytic teams and business to operationalize key data and reporting
• Experience in a leadership position, which can include Learning and Development, Coaching, and Monitoring employees effectively
• CRMS Customer Service Card, Cobrand, Retail Services, Personal Lending, Complaints, and Service Chat experience
• Contact Center, operations & analytic experience

The salary range displayed below is based on a Full-time 40 hour a week schedule.

DE-Wilmington: Min: $100,900 Mid: $144,100 Max: $187,300
NC-Charlotte: Min: $91,700 Mid: $131,000 Max: $170,300
NC-Charlotte: Min: $91,700 Mid: $131,000 Max: $170,300
NC-Charlotte: Min: $91,700 Mid: $131,000 Max: $170,300
NC-Charlotte: Min: $91,700 Mid: $131,000 Max: $170,300
TX-Irving: Min: $91,700 Mid: $131,000 Max: $170,300
TX-Irving: Min: $91,700 Mid: $131,000 Max: $170,300
IA-West Des Moines: Min: $91,700 Mid: $131,000 Max: $170,300
IA-Des Moines: Min: $91,700 Mid: $131,000 Max: $170,300
AZ-Chandler: Min: $91,700 Mid: $131,000 Max: $170,300
AZ-PHX-Northwest Phoenix: Min: $91,700 Mid: $131,000 Max: $170,300