About this role:Wells Fargo is seeking a dynamic and talented Speech analyst with business intelligence and analytical skills with speech analytics experience and a proven track record in executing and providing actionable insights within large financial services businesses.
In this role, you will:- Execute on Speech Analytics related risk deliverables across WIM Operations
- He/she will be responsible for creating and executing on the speech analytics deliverables including query creating, ongoing controls for the business teams, RCSA related routines and ensuring accuracy of the speech query outputs.
- He/she would be responsible in leading and executing Speech Analytics process across the ICC Service 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 Operations 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 successful implementation of ongoing Speech Meetings to provide actionable insights and Intelligence to business partners and stakeholders and call reductions.
- 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.
- Independently resolve moderately complex issues while leveraging solid understanding of the speech tools and Machine learning applications like Python for high quality outputs and insights to WIM Ops
- Collaborate and consult with peers, colleagues and mid-level managers to resolve issues and achieve goals; may lead projects, teams or serve as a mentor for lower-level staff
- Research moderately complex business risks, influence policies, enhance customer satisfaction, and controls
- Exercise independent judgment in understanding trade settlement workflow controls to minimalize the effects of operational breakdowns
- Contribute to overall effectiveness of the team according to plans; monitor daily securities and cash related production work
- Lead or contribute to implementation of projects and new or revised processes and procedures that require coordination among operation teams and perform analysis for initiatives that support business strategies making decisions on matters with financial impact and risk
Required Qualifications:- 4+ years of Securities Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
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/ machine learning 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: 12 Jan 2025
*Job posting may come down early due to volume of applicants. We Value DiversityAt 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 DisabilitiesTo request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol PolicyWells 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.
