Customer Service Mgr 2

Job Description: Wells Fargo & Company (NYSE: WFC) is a diversified financial services company providing banking, insurance, investments, mortgage and consumer finance through more than 6,000 stores, the Internet and other distribution channels across North America and internationally. Wells Fargo is the only AAA bank in the United States, as rated by Moody s Investors Service.We're headquartered in San Francisco, but we're decentralized so every local Wells Fargo store is a headquarters for satisfying all our customers' financial needs and helping them succeed financially. Wells Fargo has $540 billion in assets and 158,000 team members across our 80+ businesses. We're the United States' 25th largest employer. We ranked fifth in assets and sixth in market value of our stock among our peers as of June 30, 2007. Our vision: We want to satisfy all of our customers financial needs, help them succeed financially, be the premier provider of financial services in every one of our markets, and be known as one of America s great companies.KEY FACTS (12-31/07) OUTSTANDING REPUTATIONAssets $575 billion Diversity Inc. Top 50 Companies for Diversity #20Total team Members 159,800 Retail home mortgage lender #1Stores 5964 Retail banking cross-sell #1ATMs 6,900 Cross-channel customer experience #1Market value of stock $101 billion Small business lender #1*Wells Fargo owns the largest bank-affiliated insurance broker.DIVERSITY OF BUSINESSES * Our diversity of business lines makes us much more than a bank. We're a diversified financial services company. Our diversity helps us weather downturns that inevitably affect any one segment of our industryAbout Card Services:Wells Fargo Card Services is a division of the Home and Consumer Finance group and offers Wells Fargo customers payment options including: Credit cards; Debit and prepaid cards; Financing for personal and educational expenses; and Global remittance services In addition, Card Services offers added options such as rewards and overdraft protection for its credit and debit products. Card Services has 7.5 million credit card accounts and $11 billion in average consumer credit card outstanding, is the second largest issuer of consumer and small business debit cards, and offers the widest range of customer remittance options of any U.S. bank through its Global Remittance Services products (seven countries as of 2006). Card Services products are distributed primarily through Wells Fargo store locations, wellsfargo.com, and through the Phone Bank. It also offers prepaid services for Wells Fargo s commercial customers such as gift, payroll, and healthcare spending account cards. Manage Customer Service call center with 300+ team members and 5 direct reports with annual call volumes totaling more than 8 Million. Ability to provide dynamic leadership that will generate superior results in Customer Satisfaction, Team Member Engagement, Sales, Compliance and Productivity. Proactively forecast staffing and scheduling needs. Develop strong partnering across all areas of Card Services including product groups, technology and other operations teams. Provide strategic vision for future business direction Continuous process improvement mindset and the ability to drive change. Minimum Qualifications: • 7 - 10 years of proven management experience with 2 - 4 years experience managing exempt and non-exempt professionals in a customer service and sales environment. • Proven Business Process improvement experience in a financial services environment• Demonstrated leadership skills and ability to influence and collaborate with peers and colleagues across departments. • Strong analytical skills with a proven track record on using data to identify trends, improve productivity or enhance the customer experience. • Proven track record of proactive management • Excellent interpersonal skills to influence and create change effectively. • Ability to effectively communicate verbally and in writing with all organizational levels. • College degree or equivalent education and experience Preferred Skills: • Six Sigma or TQM experience How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANT_NW/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_HM_PRE&Action=A&SiteID=1&Opening=3215581 We do not acknowledge the Online Application.WELLS FARGO IS AN AFFIRMATIVE ACTION AND EQUAL OPPORTUNITY EMPLOYER M/F/D/V. Email this job |