Technology Operations Associate Manager - AVP
Wells Fargo
Bengaluru, India
6d ago

About this role :

Wells Fargo is seeking a Technology Operations Associate Manager...

Talent / People Management

Is responsible for developing people and manage Talent effectively

Is responsible for creating opportunities for team members growth

Is accountable for expectations setting (goal settings) for the team members in line with the larger LoB and EGS goals (functional - technical / domain and behavioral)

Is responsible to mentor team members and provide avenues to meet the team members’ aspirations

Works closely with the HR Partners on various talent items covering the entire talent landscape (include but not limited to the below) :

Hiring the right talent to meet the business needs (work closely with the EGS Talent Acquisition Teams)

Managing overall performance of the team members and ensure to build and sustain high performance work culture

Accountable for the overall engagement of the work group and manage attrition

Operational and Process Management

Is responsible to manage team performance to budget and in line with overall departmental objectives

Is responsible to manage service performance measures tied to business and technology outcomes

Is responsible to drive and create visibility of technology delivery (QA, Dev, Support etc) through reporting of relevant metrics (operational and functional) for the LoB leadership and EIT partners

Is responsible to continually identify and drive opportunities for process improvement"

Essential Qualifications

  • 10+ years of total work experience, of which 4+ years into management of teams
  • Strong exposure to ITIL processes like Incident Management and problem Management, including SLAs and OLAs.
  • Should have production management skills and be able to initiate process improvements; should have coaching experience
  • Should hold a good understanding of the complexities involved in managing a process and team
  • 8-10 years technical support or directly related experience working in a similar technical environment, including team lead experience
  • Strong communication skills; Excellent English (Written and spoken)
  • Comfortable in dealing with clients over the phone and 1 to 1, especially in critical situations
  • Strong customer service, analytical, and problem resolution skills.
  • Is understanding of and sympathetic to client requirements
  • Desired Qualifications :

  • 4 year degree preferred
  • ITIL Intermediate Certification
  • HDI Training / Certification
  • Experience on VDI / Shared Desktop support environment is a plus
  • Windows 10 platform support skills (preferably to MCP level)
  • We Value Diversity

    At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

    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.

    Candidates applying to job openings posted in US : All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    Candidates applying to job openings posted in Canada : Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities.

    Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

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