Total Quality Management Senior Manager jobs in Concord, NC

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About this role:

Wells Fargo is seeking a Business Accountability Senior Manager with the Conduct Management QC/In line Quality Program.

In this role, you will:

• Manage and develop teams of specialists and managers to oversee moderate to highly complex activities associated with the development and implementation of business-specific programs, processes, and controls which identify, assess, monitor, measure, and mitigate risk
• Identify and recommend opportunities for process improvement, risk mitigation, and control strategies
• Determine appropriate strategies and actions, interpret and develop policies and procedures, and provide leadership to strategize and execute a variety of programs, services, initiatives, protocols, and deliverables that are moderate to high-risk within scope of responsibility
• Collaborate with and influence all levels of professionals including senior managers
• Engage and influence business heads, regulators, control management, risk, legal, and audit partners to successfully ensure appropriate management of business risk
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 6 years of risk management, business controls, or compliance experience, or equivalent demonstrated through one or a combination of the following:  work experience, training, military experience, education
• 3 years of management experience

Desired Qualifications:

• Knowledge and understanding of Quality Assurance (QA) / Quality Control (QC) development and implementation of testing practices/processes
• Experience implementing complex strategies, programs, procedures, and methodologies
• Experience testing policy and procedures/control testing
• Experience drafting and analyzing reports of findings and providing recommendations to business line management
• Experience developing trend reporting
• Experience collaborating with management to develop corrective action plans to mitigate risks
• Experience providing “credible challenge” to business partners when necessary
• Experience effectively interacting with a broad range of risk professionals, senior management, and regulators
• Support Conduct Management in the management and maintenance of a control environment.
• Ability to work across multiple lines of business leading large scale initiatives
• Experience building partnerships and consulting effectively with leadership
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Strong analytical skills with high attention to detail and accuracy
• Ability to present results of analyses and recommendations to senior leaders
• Strong strategic planning skills
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
• Ability to work effectively in a virtual team environment
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to identify and evaluate trends, isolate root cause, and provide swift/thorough resolution
• Ability to assess issues, make quick decisions, implement solutions, and influence change
• Excellent verbal, written, and interpersonal communication skills
• Advanced Microsoft Office (Word, Excel, Outlook and PowerPoint) skills
• Exposure and knowledge of Enterprise Allegations Platform (EAP)

Job Expectations:

• Ability to travel up to 10% of the time
• Ability to work on-site at stated location on the job opening
• Ability to work a hybrid work schedule – 3 days in office, 2 days remote

Sales Practices & Conduct Management (SPCM) Quality Program is a multifaceted department to improve quality and timeliness of allegations management in alignment with policy and regulatory requirements. The Quality Control (QC) / In line Reviews team in the Quality Program is e responsible for execution of In line self-assurance activities across research and investigation teams and is seeking a Business Accountability Senior Manager to lead this program and team. This position will directly report to the Quality Program Leader.

Key responsibilities of this role will include, but are not limited to:

• Execute an effective in-line quality program that will enable the business to assess adherence to documented policy and procedures for the Allegation Management life cycle.

• Provide actionable and meaningful reporting with insights and root cause to drive quality improvements.

• Provide direction to ensure quality standards are maintained and recommend approaches to correct or remediate identified problems and opportunities.

• Achieve results through subordinate managers and consultants.

• Engage with Allegations Management and other Conduct Management business partners to drive resolution of identified gaps.

• Effectively manage and lead operational volumes, staffing, productivity and internal quality metrics

• Interface with Technology on developing quality automation and building process efficiencies and improvements.

This leader will engage frequently with peers and senior leaders to advise and consult on matters regarding program effectiveness, change preparedness, technology matters, and service levels. The leader will drive the strategy for the in-line activities program under the guidance and framework of the broader Quality Program while ensuring there is effective partnership with the Operations & Allegations teams, compliance, control, audit, and other risk partners and stakeholders. The leader will manage a team of high-level individual contributors and managers. 

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.

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To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

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