Technology Manager 1
Wells Fargo
Bangalore India
8d ago

ABOUT WELLS FARGO

Wells Fargo & Company (NYSE : WFC) is a diversified, community-based financial services company with $2.0 trillion in assets.

Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.

com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy.

With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No.

25 on Fortune’s 2017 rankings of America’s largest corporations. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially.

News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories

About EGS (Wells Fargo India Solutions)

Enterprise Global Services (EGS) enables global talent capabilities for Wells Fargo Bank NA, in Technology, Operations, Knowledge Services, Risk Services and duly supported by Shared Services across India and Philippines.

EGS business is spread across Chennai, Bangalore and Hyderabad in India and Manila in Philippines.

Job Specifications :

To manage a team that provides IT Service desk level one support to users and business partners

To acquire a broad understanding of the process assigned, actively monitor the WFIS password, messaging, hardware, and orders queues

Allocate work to the helpdesk trainer, handle escalations, manage customer expectations and plan the helpdesk staffing to meet business requirements

Perform audits on all the TC Contacts / problem tickets processed by the team

Hold a clear understanding of the process SLAs and ensure that they are metHave a basic understanding of the second line SLAs, OLAs and also the SLAs for teams such as SRST or Asset Mgmt team

  • Be able to understand, produce, analyze and interpret MIs; especially reports such as TC Contacts, Agent Signon report, Agent Aspect reports, Agent Full Version, Call Avoidance Report, and other agent performance reports (Stack Reports) Understand the various agent call based applications such as IEX and Uniphi along with the Agent Administrator tools;
  • have an understanding of the work force management tools;
  • Lead a cohesive team and ensure that harmony is maintained while also ensuring that the company ethics are being adhered to

    Regularly conduct performance reviews and 1x1s for the team; efficiently coach the team; have detailed understanding of performance tools such as star track, PeopleSoft etc

    Ensure that all the documentation related to the employees is maintained up to date in their personal files; or via various employee database including the learning opportunities of the team members

    Strictly follow the standing instructions provided by the manager and complete them in a timely manner

    Excellent verbal and written communication skills

    Quick learner with an ability to share and transfer knowledge with peers and also reportees

    Should have production management skills and be able to initiate process improvements; should have coaching experience

    Good leadership skills; should have prior experience for at least 2-3 years in a similar role and experience in managing 10+ member teams

    Ability to build and maintain cordial relationship with users, peers and people at all levels utilizing diplomacy, judgment and interpersonal skills

    Should hold a good understanding of the complexities involved in managing a process and team

    ITIL V3 foundation, HDI HD certified

    Any further certifications will be an added advantage

    Market Skills and Certifications

    ITIL V3 Foundation (preferred)

    HDI Support Manager (desirable)

    APAC

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