Control Management Manager

About this role:
Wells Fargo is seeking a Control Management Manager. 

In this role, you will:
Manage and develop a team to handle complex customer service tasks and create Escalations related initiatives and programs to support business goals and objectives
Engage internal partners associated with the Escalations functional area
Identify and recommend opportunities for process improvement, service standards, and goals within the Escalations functional area
Make decisions and resolve issues regarding internal and external client complaints
Interpret and develop Escalations policies and procedures to ensure quality and that service standards meet business objectives
Collaborate with Customer Service team and first line supervisors
Interact directly with internal and external customers to resolve their inquiries and complaints
Manage allocation of people and financial resources for aligned functional area or business group
Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:
4+ years of Risk Management or Business Controls experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
2+ years of Leadership experience

Desired Qualifications:
Experience in assessing risk, reviewing risk ratings, and identifying control deficiencies.
Adaptable to a dynamic work environment with multiple priorities and strict timelines and able to organize for responsiveness and efficiency
Proven ability to work within a team environment as well as individual accountability
Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment. Propensity to deliver high quality output
Ability to synthesize data from a variety of sources and deliver results quickly.
Novice negotiation skills includes the willingness and ability to question decisions, understand direction and escalate issues, where necessary.
Experience evaluating the adequacy and effectiveness of policies, procedures, processes, systems, and internal controls; additional experience analyzing business and/or systems changes to determine impact.
Familiar with various quality assurance techniques, issue verification frameworks and role of issue oversight, Audit, or internal controls assessment experience
Understanding of US banking regulatory requirements. Applies product/domain knowledge to improve/add value to the processes, Line of defense Structure
Experience working in a matrixed environment and the ability to effectively manage and build relationships
Ethical integrity and demonstrated ability to identify risks and confidently raise issues, escalate early and engage in constructive challenge, doing so independently
Leadership and project management skills to drive alignment across stakeholder groups to develop and deliver repeatable end to end risk management solutions and controls aligned with business/customer processes

Job Expectations
Control Programs: Executes against the requirements of enterprise Control Programs as set forth in Policy and by the Control Programs team, Partner with business process owners to execute risk program execution (e.g., annual assessment of KRIs, RCSA Support, Issue Management, Operational Risk Events) including management reporting, oversight and governance.
Perform process walk throughs, as needed,  to identify and raise self-identified issues and heighten Issue Management discipline in the frontline. Facilitate workshops for aligned business verticals or trigger events in BAU, Review and Challenge Board prep, Suite of Controls reviews post workshop and day to day in BAU, Conduct NBI Review, Day-to-day contact for business or enterprise function.
Issue Management Support: Conduct weekly issue meetings with business partner(s) inclusive of designed strategy to remediate issues which garner residual risk reduction, Review and approve PVCs, issues, CAs, ISMs and tollgate documents, Conduct thematic analysis across assigned vertical as well as with peers, Facilitate Tollgates, Review issue status updates
Risk & Control Self-Assessment (RCSA): Provide Control support for GDA Mapping for I&P Legal Entities in partnership with the RCSA program team.
Control Council Routine: Support the Control Council and help build stronger accountability and ownership in the control environment
Governance & Reporting Routines: Establish Controls governance/reporting routines to provide Risk & Controls landscape view and escalate issues as appropriate. Identify emerging risks or escalations that require IP CLCC/ Risk & Control Committee review, Provides root cause analysis and plans actions for breaches of defined reporting triggers, Partners with BG/EF leaders to develop Risk & Control Governance Committee and forum materials/discussion items, Participates in the BG/EF design of key metrics to oversee business risk, Facilitate other front-line governance activities
Advisory role: Provide input into enterprise policies and procedures, Key business initiatives and continue to engage in Risk & control management discussions with the LOB Functions, Business partners and Operations
During the recruiting process you may be considered for a role based on your expertise in a particular Control LOB. Additionally, each business has a specific location strategy, therefore your candidacy may be determined based on your current location. Remote work locations are not available for these roles so if you are not in a location listed on the posting, you must commit to relocation within an agreed upon timeframe

Posting End Date: 

27 Mar 2025

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

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.