Branch Network Operational Excellence Executive

Consumer & Small Business Banking (CSSB)

Consumer and Small Business Banking (CSBB) provides financial services to consumer banking, consumer lending, and small business customers through over 4,300 retail bank branches and more than 11,000 ATMs in 36 states and the District of Columbia, as well as through 20 customer service centers. CSBB is focused on continuously improving our customer satisfaction, by simplifying our products, pricing and processes and targeted innovation at scale.

The Role

The Operational Excellence Executive is responsible for the planning, ownership and resolution of key risk and operational issues identified within the Branch Network. This includes ensuring operational excellence through effective quality assurance measures, customer escalations, losses and remediations of such issues, providing strong leadership and translating channel strategies within the context of market conditions, opportunities and risks leading, developing and coordinating the change management, initiative execution, accountability and sustainability plans needed to resolve identified risk issues and control gaps focused on branch process management and procedure RAU/RCSA work, in collaboration with business process owners, key partners, and stakeholders.

Key Responsibilities Include:

Lead operational excellence across the Branch Network, understanding trends (root cause) of issues and leading resolution through continuity and consistency within Branch leadership

Develop and implement operations management framework for Branch Network to execute consistent and sound expertise in processes, compliance, and policy requirements

Proactively identify risk through quality assurance routines and reporting and prioritizing key priorities while partnering with key stakeholders to ensure flawless execution and remediation

Accountable for overseeing Branch processes through proactively identifying, assessing, and monitoring processes, risks, and controls including but not limited to:

Branch process management (Teller servicing and platform servicing processes)

Branch new account process management

Implement strong talent management routines supporting communication and training on operational excellence standards and ensuring retention of knowledge and effective processes to address outliers and repeat offenders

Manage and collaborate with business partners to leverage best practices and strategies to drive process improvement

Drive adoption of operations management framework for consistent execution through formalized management routines

Ensure customer escalations and enterprise complaints process is executed and trends are identified and consistently remediated

Accountable to key performance metrics related to Branch process (e.g. AML, Teller cash counts, etc.)

Execute analysis of issues and/or control gaps to determine root cause and improvement opportunities

Lead, coordinate and execute the appropriate action plans, follow up activities, coaching practices and/or changes to drive resolution and sustainability of identified issue(s) in partnership with our Control Groups, Risk partners etc.

Coordinate project leadership teams with appropriate ownership and urgency to resolve identified issue(s)

Partner with Branch Network Leaders to develop and coordinate the necessary execution plans for our branches to sustain long term resolution and prevent re-occurrence

Identify and coordinate communication and development/training solutions with key COE partners to increase knowledge mastery and reduce risk

Create the appropriate dashboard and metrics to track, understand trends and measure progress toward identified issue resolution

Provide key stakeholder with frequent updates on progress toward issues resolution

Partner across the Branch Network organization and the various Control partners (Legal, IRM and Control)

Lead risk discussions and presentations for various Committees as applicable

Ensure alignment of the Branch Network strategy with appropriate risk management parameters

Build and maintains strong relationships with senior leaders to communicate trends and recommend workable solutions

Work closely with members of the Branch Network in resolving issues related to specific initiatives

Ensure timely and thorough resolution of escalated issues and manages conflicts to assure client confidence and satisfaction.

Manage projects, troubleshoots problematic issues, develops business solutions, and follows up on operational, technical, transition and growth issues.

Assist with preparing National Branch Network Executive for meetings with regulators, includes documentation and talking points as appropriate

Participate, as appropriate in Risk related meetings including Regulatory meetings and assist with preparing National Branch Network Executive for meetings, includes documentation and talking points

Required Qualifications:

8+ 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 management experience

Additional Desired Qualifications:

Demonstrated leadership capability with exceptional execution skills

Strong understanding of business drivers and processes

An effective influencer that has credibility with business leaders and ability to offer credible challenge as needed

Strong strategic thinker and change leader with proven success delivering results

Exceptional risk management and compliance knowledge and skills

Ability to put the customer at the center of all decisions and actions

Demonstrated application of risk principles to products and procedures for significant and geography dispersed businesses

Strong relationship management and proven leadership skills, with solid conflict management, negotiation and organizational effectiveness techniques with senior business leaders to foster and manage ongoing relationships and gain commitment to accomplish business goals

Strong focus on managing risk and compliance and expertise in compliance/regulatory requirements

Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight

Proven success recruiting, inspiring, developing, coaching and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management

Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex

Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to achievements, skills, experience, or work location. The range listed is just one component of the compensation package offered to candidates.$173,300.00 - $359,900.00

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

Health benefits

401(k) Plan

Paid time off

Disability benefits

Life insurance, critical illness insurance, and accident insurance

Parental leave

Critical caregiving leave

Discounts and savings

Commuter benefits

Tuition reimbursement

Scholarships for dependent children

Adoption reimbursement

Posting End Date:

15 Jul 2025

*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 unit’s risk appetite and all risk and compliance program requirements.

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.

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.

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