Securities Operations Manager- Speech Analytics

About this role:

Wells Fargo is seeking a dynamic and talented leader willing to think outside the box and bringing proven speech analytics experience in executing and driving value to large financial services businesses.

In this role, you will:

• Lead the End to End of Speech Analytics practice across WIM Operations
• He/she will be responsible for setting up the Speech analytic team, which would involve hiring and training Speech Consultants on use of the analytic tool and timely execution of all risk management deliverables, critical to the success of WIM Ops.
• He/she would be responsible in leading and operationalizing Speech Analytics process across the ICC Brokerage Field Services teams
• Should be adept at statistical modeling, working with and updating Nexidia Speech Analytic tool from creating, testing and validation of queries to ongoing testing once queries are published to ensure the objectives of accuracy threshold and confidence levels are met at all times.
• He/she will leverage Speech Analytic to own and partner with senior business and support teams, within WIM Ops and the Enterprise to provide adequate monitoring and controls around risk management, existing SHRP remediation efforts and/or future risk mitigation
• Evaluate, recommend and implements strategies for developing and utilizing technical and/or analytic resources to enable initiatives that predict, improve, support, and measure business success. This requires a full understanding of Speech Analytics, business objectives and underlying drivers to embed them into information, analytic, and data management processes
• Lead and execute on speech workflows to optimize controls and quality assurance activities
• Adept at understanding and working knowledge of Analytic and BI software/tools- Python, Power BI, R, SQL
• Lead and oversee successful implementation of ongoing Speech Meetings to provide actionable insights and Intelligence to business partners and stakeholders
• Lead and execute on CCaaS(Contact Center as a Service) migration for Speech Analytics to successfully setup in the new environment
• Expertise in text analytics to drive improvements in outcome metrics in Operations like NIGOs , SLAs etc.
• Oversee and monitor team performance to ensure quality and accuracy levels are within acceptable thresholds and conduct proactive deep dive and analysis to provide insights and make improvements as needed.
• Overall responsibility includes ensuring team coverage, proactive outreach to business teams with actionable speech insights
• Preference for experience in the Brokerage or Wealth Management business which would be key to leading and supporting Speech Analytics across WIM Ops
• Adept at understanding and working knowledge of Analytic and workforce management software/tools- Nexidia, Python, Power BI
• Manage team of speech analysts including query intakes and development, adhering to risk and control guidelines and timely execution and output from the speech team on assigned and prioritized work deliverables
• Identify opportunities for process improvement and risk control development
• Make decisions and resolve issues regarding companywide tasks that steer the company's operational direction
• Develop policies and procedures for functions with low to moderate complexity within scope of responsibility
• Collaborate and influence all levels of professionals including managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for securities operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4 years of Securities Operations experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2 years of leadership experience

Desired Qualifications:

• Prior speech analytics experience with expertise on query building, validations using any of the speech analytics applications like Nexidia, Verint
• Lead and execute on speech workflows to optimize controls and quality assurance activities
• Adept at understanding and working knowledge of Analytic and BI software/tools- Python, Power BI, R, SQL

• Preference for experience in the Brokerage or Wealth Management business which would be key to leading and supporting Speech Analytics across WIM Ops

Posting End Date: 

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

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, status as a protected veteran, or any other legally protected characteristic.

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.

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.