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Business Risk & Control Officer - Home Lending Issues Management Policy & Process Improvement Lead

Company: Wells Fargo Bank
Location: Gastonia
Posted on: February 9, 2020

Job Description:

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. - In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. -Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. -Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams. - We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.This position will reside within the Home Lending Control (HLC) team of the Consumer Banking Control team as part of a reorganization resulting from Risk Target Operating State/Risk Transformation activities. -An Operational Risk team exists within the HLC team today, focused on oversight and execution of operational and procedural risk programs (as defined by the enterprise) for the Home Lending. In addition to end-to-end business oversight for the Home Lending, the Control Team functions to be cared for by this role are being expanded to include process improvement to the Home Lending Issues Management program and adherence & interpretation of the Enterprise and Consumer Banking policies and process for Home Lending to ensure consistency. This role will partner directly with those that develop Consumer Banking Issues Management Policies and Processes to ensure alignment with the business needs of: Retail Operations, Correspondent/Capital Markets, Servicing and a grouping of New Business Initiatives/Customer Care/Insights . -This role has been created in order to focus on Home Lending's Issues Management practices and ensure all 3 business units are aligned and administer the issues management program in a consistent, smart, and efficient manner. Today each group may interpret and practice policies, routines, root cause analysis, development of corrective actions in differing approaches. There is a need to document these approaches, gleam understanding on what works well, and develop an approach that is right-fit for Home Lending as well as for Production, Capital Markets, and Servicing. -This role will perform the following:

  • Gap analysis & process mapping of Issues Management Process for Retail, Servicing, and Capital Markets to understand current state, best practices and roll out consistent approach across all 3 where possible
  • Drive consistent - root cause and corrective action processes
  • Develop consistent project and program management practices
  • Ensure issues are managed holistically across Home Lending
  • Build a process to categorize issues and drive ownership and consistency within each grouping
  • Build consistent templates, reports, decks
  • Provide Raise Your Hand consistency
  • Inventory meeting routines and reporting across enterprise programs (i.e. Issue management) and assess for appropriateness, audience, objectives, effectiveness, etc. and remove duplicate reporting and meeting routines
  • Be the first line of contact within Home Lending for Consumer Banking when new policies and processes are established and need to be vetted and cascaded to Servicing, Production, and Capital Markets
  • Oversight of business adherence to enterprise issue management policy & procedures to ensure successful audits
  • Central repository for documentationWhile a peers to this leader will focus on Production / Servicing / Capital Markets day-to-day control functions and individual issues, this role will work in tandem to focus on 'back office' / non customer-facing activities, projects and initiatives necessary to drive consistent practices in issues management by performing gap analysis, documenting and process mapping current and future state, and implementing best practices.20% Issue Policy / Enterprise Issue Oversight
    • Develops and/or directly engages in projects or initiatives led by Home Lending or related partners intended to drive issue management policy changes where needed
    • Provides insight, guidance and leadership to Servicing, Production, and Capital Markets Control Leaders and Business partners on interpretation, enforcement, and best practices in adhering to issues management policies
    • Partner with Enterprise to ensure Home Lending Issue Policies are consistent with the Enterprise and interpreted appropriately in HL
    • Oversight of individual issues adherence & execution of Issue Policy & procedures
    • Serves as the Home Lending Issues Policy SME with effective working relationships established with the Consumer Banking Operational teams, as well as the second and third lines of defense, engaging as appropriate, to evaluate opportunities for issue policy improvements and ensure prudent implementation of such
    • New/revised Corporate Policies / gap analyses35% Process Improvement & Consistency
      • Issue management process improvements & enhancements across Home Lending such as SHRP updates, automated reporting & dashboards, utilization of SharePoint, aged issues
      • Gap assessment of Policy & Process adherence
      • Develop and/or update proper root cause analysis process & corrective action & solution identification processes
      • Raise Your Hand Program & Process documentation, oversight, and improvements
      • Reporting template improvements and consistency
      • Meeting routine and deck improvements and consistency30% Reporting & Templates
        • Manage Home Lending Issues Reporting (ex. Issues with no corrective actions, past due issues, issues coming due, metrics by line of business, trending, etc.)
        • Partner with the GIM team to ensure consistent and accurate reporting across home lending issues
        • Approve issue reporting templates & data
        • Work with partners to automate reporting & templates
        • Documents current templates, routines, & stakeholders
        • Develop consistent templates that can be leveraged across a multitude of routines and messages limiting the number of redundant PowerPoints & Excels leveraged
        • Approve new templates for set routines15% Issue Timeline & Extension Rigor
          • Develop approach to decreasing MRA and Issue extensions through thorough upfront analysis & ongoing project management processes
          • Assess issues requesting additional time for a "Plan for a Plan" phase

            Required Qualifications
            • 7+ years of experience in risk management (includes compliance, financial crimes, operational risk, audit, legal, credit risk, market risk, IT systems security, business process management) or 7+ years of financial services industry experience, of which 5+ years must include direct experience in risk management

              Desired Qualifications
              • Advanced Microsoft Office skills
              • Advanced Microsoft Excel skills
              • Advanced Microsoft PowerPoint skills
              • Advanced Microsoft Visio skills
              • Strong analytical skills with high attention to detail and accuracy
              • Knowledge and understanding of Six Sigma methodology
              • Ability to prepare management level presentations
              • Excellent verbal, written, and interpersonal communication skills
              • Ability to interact with all levels of an organization
              • Ability to articulate complex concepts in a clear manner
              • Ability to influence across all organizational levels, particularly senior management
              • A BS/BA degree or higher
              • 7+ years of process improvement experience
              • 7+ years of project management experience
              • Experience in policy implementation
              • Reporting experience

                Other Desired Qualifications
                • Advanced Microsoft Office skills especially Excel and PowerPoint
                • Advanced MS Visio or iGrafix skills
                • Excellent proficiency in building templates and reports
                • Six Sigma or similar process-driven skill-set
                • Strong experience in Executive Level presentations
                • Ability to influence across all organizational levels
                • Knowledge of Home Lending systems used and related procedures used to service investors and customers.
                • Experience/background in Home Lending / Consumer Banking
                • Strong process improvement background including process mapping, gap analysis methodology, and project planning
                • Strong ability to understand, interpret and adhere to policies
                • Change agent and creative thinker, able to initiate action and manage change in a rapidly-evolving environment
                • Strong, proactive leadership and ability to work with a high degree of autonomy
                • Ability to effectively communicate, verbal and written, with various levels of management, including executives.
                • Ability to coalesce information from disparate sources into a clear and easy-to-understand communication.
                • Ability to distill complex concepts into simplified/targeted solutions and take swift action as a result
                • Demonstrated ability to apply knowledge and subject matter expertise to effectively solve high-profile issues/problems or escalated matters
                • Strong analytical skills with high attention to detail and accuracy. Demonstrated ability to ensure high quality output from self and team -
                • Strong relationship management skills and organizational savvy
                • Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization
                • Ability to communicate powerfully and prolifically to senior leaders and simplify the complex
                • Demonstrated ability to execute effectively in a matrixed organization, develop partnerships with many business and functional areas
                • Demonstrated ability to build and maintain strong credible relationships with key stakeholder groups including executive management

                  Job Expectations
                  • Ability to travel up to 10% of the time

                    Street Address
                    NC-Charlotte: 301 S College St - Charlotte, NC


                    All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

                    Relevant military experience is considered for veterans and transitioning service men and women.
                    Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Keywords: Wells Fargo Bank, Gastonia , Business Risk & Control Officer - Home Lending Issues Management Policy & Process Improvement Lead, Executive , Gastonia, North Carolina

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