About Wells Fargo India
Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling.
We are operating in Hyderabad, Bengaluru and Chennai locations.
CB Data & Analytics within WFIP supports Commercial Banking across number of key businesses. The specific function in CBD&A will support the CC4B, TMPS.
TMPS (Treasury Management and Payment Solutions) supports our TM customers on Digital service, Payments and internet solutions.
CC4B (Customer care for business) and is the customer service organization for TMPS and has 6 functions :
CC4B Servicing Office : Help our customers with their treasury needs and provide quality Cx with every interaction
CC4B Relationship Office : Closely with RMs to provide best in class service to customers in the MMB
CC4B Wells One® Service Center : Oversees Card servicing, fraud , card and token distribution for some CEO services
CC4B Business Initiatives Office : Support major business initiatives across CB& CIB to enhance experience
CC4B Complaints Office : Responsible for CB's compliance with Complaints Management, Remediation & Redress policies
Fraud Business Office : Manage fraud risk on payments through : education, prevention tools , detection, and recoveries.
About the Role :
The role is with CB Data & Analytics to support WFM group for CC4B and has 4 broad verticals of analytics :
Understanding the dynamics of Volume, AHT and available capacity through deep dive into data. & analyzing detailed metrics on Utilization, surplus or shortages and granular utilizations
Forecasting the Capacity Need for Future through Volume forecast, AHTs, Attrition etc. to build Capacity plan, scheduling, routing logics etc.
Create detailed reporting architecture for overall and granular present & forecasted (future) view on WFM
Improving CX using NPS scores, ML and Text analytics on Survey ; call transcriptions etc. to reduce the root cause of bad experience
This role will be responsible for partnering across CC4B to understand operational work flow and deliver WFM across CC4B by developing models & algorithms, optimizations, reporting etc.
that can be used for WFM . The role is strategic and will require significant experience in analytics to lead team & solutions built using ML, AI ,optimizations, text mining, speech analytics etc.
Leading a team of highly qualified data scientist with experience in solving complex problems
Supporting NLP, ML and AI teams with the advanced know-how blending theory and practice
Providing technical consulting to business leaders at an appropriate level of information encapsulation
Oversee development of modeling algorithms using statistical tools, modeling, optimization, development to synthesize large data sets
Apply critical thinking and perform advanced analytics with goal of solving complex and multi-faceted problems
Be a talent magnet by collaborating with various universities and leveraging network
Coaching team members to operate at high level of dimensionality to innovate
As a team member & manager, you are expected to achieve success by leading yourself, team and the business. You will lead your team with integrity and create an environment for team members to feel included, valued and supported to do work that energizes them.
Responsibilities will also include providing ongoing coaching and feedback, developing team members, identifying and managing risks & completing daily management tasks.
Ability to work overlap hours with US team
Market Skills and Certifications
Essential skill Qualifications :
Around 16+ years in similar analytics role PhD / M.A. / M.Sc. / MS College Degree or Higher in operations research, applied mathematics, statistics, economics, computer sciences, etc.
with a quantitative emphasis.
10 years advanced programming exposure in SAS or Python including SQL
10 years of Wholesale banking experience Capacity Planning, Forecasting Techniques and Customer Service Analytics is a must
10 years of experience with databases Teradata, Oracle or similar
Must be able to offer thought leadership at a meta level think about information cascade required for BI set up
Strong domain knowledge about Commercial Banking TMPS products
8+ years of good team handling experience of managing people and projects
Able to guide, mentor and provide technical assistance to the team
Identifies and recommends data sources,compiles / mines data from multiple, cross business sources; recommends and consults in the development of complex analysis
Ensures adherence to data management / data governance regulations and policies.
Persuasive written and verbal communication skills
Demonstrated ability to speak at internal and external conferences
Proven experience in the area of innovation evidenced by successful holding of one or more patents
Established inventory of authoring white papers, generating patents for the company
Experience of working In MNC Banks preferred
Good to have certifications in Data Science, or BI Reporting tools
Ability to prioritize work, meet deadlines, achieve goals and work under pressure in a dynamic and complex environment
Detail oriented, results driven, and has the ability to navigate in a quickly changing and high demand environment while balancing multiple priorities
Ability to interact with integrity and a high level of professionalism with all levels of team members
Ability to make timely and independent judgment while working in a fast-paced and results-driven environment
Ability to learn the business aspects quickly, multitask and prioritize between projects.
Ability to accurately process high volumes of work within established deadlines
Available to flex schedule periodically per business requirement
Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic and good team player
Be proactive and get engaged in organizational initiatives
Leadership Expectations at Wells Fargo
As a Team Member manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will :
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.