Operational Risk Officer Contact Centers

Wells Fargo in Paradise Valley, AZ

  • Industry: Financial Services - Banking/Investment/Finance - General Operational Manager
  • Type: Full Time
  • Compensation: $116,450.00 - 201,470.00 / Year*
position filled
Job Description
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 want to satisfy our customers financial needs and help them succeed financially. We re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you ll feel valued and inspired to contribute your unique skills and experience.
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
Corporate Risk helps all Wells Fargo businesses identify and manage risk. The team focuses on several key risk types, including conduct, credit, financial crimes, information security, interest rate, liquidity, market, model, operational, regulatory compliance, reputation, strategic, and technology risk.
The group provides leadership, enhances communications, assists with problem identification and solutions, and shares best practices. In addition, the group provides an enterprise-wide view of risk, assists management and our Board of Directors in identifying and monitoring risks that may affect multiple lines of business, and takes appropriate action when business activities exceed the risk tolerance of the company.
The Operational Risk Business Oversight (ORBO) team, as part of the Independent Risk Management function, is responsible for governance, oversight, and credibly challenging operational risk exposures and risk management practices through monitoring, analyzing and developing standards for remediating risk that arises from inadequate or failed internal processes, people, systems or external events, while maintaining a balance between risk mitigation and operational efficiency.
The Wells Fargo Virtual Channels (WFVC) Contact Center Operational Risk Officer role is responsible for the independent oversight of front line operational risk management effectiveness within the WFVC Contact Centers. This role is expected to engage with business and risk resources within the front line to influence and challenge risk management activities and decisions. Operational risk is the risk resulting from inadequate or failed internal controls and processes, people and systems, or resulting from external events. Operational risk is inherent in all Wells Fargo products and services, as it often arises in the presence of other risk types.
This role will be considered a thought leader and will assist the business oversight leader with all matters pertaining to operational risk coverage and oversight. In this capacity, this role reviews and challenges significant Front Line operational risk program execution, including, but not limited to, business continuity, payments, external fraud, information risk management, safety and physical security, transaction processing and execution, third-party risk management and various risk assessment policies and programs.
The operational risk professional in this role will also develop detailed understanding of business strategy, the customer base, products and services and other relevant industry issues, frameworks and emerging risks. This role will assist leadership with strategy development, be a key driver in execution of the work function, and will serve as a key contact for business partners and staff.
Specific Responsibilities include:
Oversee and challenge the WFVC Contact Center across all operational risk routines including plan, identify and assess, control and mitigate, test and validate, monitor and report
Use subject matter expertise and industry knowledge to provide independent oversight and credible challenge to the Line of Business operational risk management activities
Direct engagement with the Control Executive teams, Business Management, and Independent Risk teams to promote a strong operational risk culture
Active engagement in key WFVC risk governance routines including strategic planning sessions, governance committees, and business reviews
Strategically support the Contact Center Business Oversight Leader with the performance of an independent risk assessment of the Contact Center front line, inclusive of emerging risks
Understand, review and challenge the Contact Center front line risk acceptances and new business initiatives
Identify and escalate to business oversight leadership conflicts with risk management results and expected business outcomes
Influence appropriate risk management prioritization by the front line to enable the business to meet strategic objectives, while meeting operational risk program expectations
Evaluate cross-program and cross-group analytics to identify opportunities and best practices to influence stronger risk management practices by the business
Active engagement with IRM risk teams supporting various risk types to ensure appropriate alignment and prioritization
Develop and deliver oversight content summarizing the results of the independent risk assessment activities
Develop and maintain relationships with Business Managers, Independent Risk teams, and Group Control Executive teams
Provide a business-centric view to IRM Risk Programs as needed
Business engagement to drive and effect change
Partners with both internal and external stakeholders, including resources from all three lines of defense
Build and sustain a strong risk culture including a balanced approach through working in cooperation and consultation with all lines of defense across the enterprise
Leverage experience to bring industry leading standards, practices and tools to the organization

Required Qualifications
7+ years of experience in risk management (includes compliance, financial crimes, operational risk, audit, legal, credit risk, market risk, IT systems security, business process management) or 7+ years of financial services industry experience, of which 5+ years must include direct experience in risk management

Desired Qualifications
Financial services industry experience
Advanced Microsoft Office skills
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Ability to interact with all levels of an organization
Strong strategic and conceptual thinking skills
Leadership skills including the ability to influence effectively in a matrix environment

Other Desired Qualifications
Contact Center strategy, process and risk management expertise with a focus on: Contact Center operations; Contact Center systems, tools and technologies; Customer Experience; Contact Center best practices; and industry standards
Experience in an Operational Risk related role, involved in Issues Management, analysis and oversight of Risk Controls, Audit, Change Management, and Business Process Management
Direct experience or strong understanding of all three lines of defense
Meaningful knowledge of an enterprise risk management framework, including: risk identification, risk appetite and strategy, risk-related decisions, processes and controls, risk analytics and governance
Strong understanding of an enterprise risk function, business operations, processes, products and customer interactions where they manifest risk
Strong interpersonal, influencing, and communications skills with an ability to interact effectively with stakeholders across the organization, which includes virtual, matrixed leadership experience
Strategic leadership skills to drive alignment across stakeholder groups to develop and deliver repeatable end to end risk management solutions
Strong understanding of corporate and/or business policies, and programs
Demonstrated professional ability that embodies the Wells Fargo Vision and Values and leadership competencies
Proven ability to scope, manage and execute complex risk management initiatives with high quality and timely delivery
Flexibility and business savvy to navigate a complex, highly-matrixed organization
Experience providing reporting and updates to senior-level management
Requires a developed sense for strong relationship management, and can exert influence
Be articulate and possess a demonstrated capability to organize, scope and execute complex initiatives across a complex, heavily matrixed corporate environment

Job Expectations
Ability to travel up to 10% of the time


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.


* Estimated salary

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