About this role:Wells Fargo is seeking a Senior Securities Operations Specialist. This role is critical for the setup, ongoing support, and expansion of Workforce Management processes across ICC (Client facing and FA Facing teams) and larger WIM Operations.
Some of the key responsibilities include:
- The Senior Securities Operations Specialist will own the End to End of Workforce Management processes across several Client and FA facing teams within the ICC as well as within larger WIM Operations.
- He/she would be responsible for the creation and setup of line of business groups within the Workforce Management system, including performing data quality checks and regression testing for accuracy.
- Lead, execute and Operationalize Service Chat across the ICC (Investment Contact Center), both for Client and FA facing teams.
- Lead and execute on the self-serve and automation opportunities within the ICC to drive efficiency and mistake proofing.
- Ensure standardization, simplification and reduction of manual steps within Scheduling and Command Center teams.
- Actively monitor, timely updates and ensure compliance for the Workforce Management Policies and Procedures.
- Lead the scheduling efforts for preference-based shift bids twice a year, annual PTO bids and proactive planning for holidays and special day staffing across WIM Operations.
- Responsible for enhancing and implementing Resource Planning framework policies and procedures across WIM Operations.
- Provide backup to schedulers from a team coverage standpoint and in case of need, ability to step in to manage the tactical work responsibilities of a scheduler.
In this role, you will:- Lead or participate in moderately complex lifecycle initiatives and support tasks and act as a participant in large-scale planning and deliverables; identify opportunity for process improvements within WIM Operations
- Review and analyze moderately complex operational tasks or challenges that require an in-depth evaluation of variable factors
- Independently resolve moderately complex issues on a full process within a trade environment while leveraging solid understanding of the function, policies, procedures, and compliance requirements; may lead team to meet deliverables
- 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
- Resolve moderately complex escalated issues within the scope of responsibility in Security Operations
- Research moderately complex business risks, influence policies, enhance customer satisfaction, and review time sensitive documents and transaction requests
- 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
- The Senior Securities Operations Specialist will own the End to End of scheduling process across multiple business lines within WIM Operations. He/she is responsible for leading, making recommendations, and executing on WFM automation, standardization and simplification to optimize WFM processes. He/she should lead the efforts in proactively planning for PTO bids, Bi-Annual Shift Bids, Monthly Mini Bids based on business needs, Holiday and special day staffing as well as making recommendations on to business partners to meet business SLA goals.
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:- Expert knowledge on working with workforce management software/tools- Alvaria WFM or Verint preferred. Especially for updating and refining forecasting inputs on an ongoing basis.
- Knowledge and understanding of workforce management software packages including Alvaria WFM/Verint WFM
- Ability to work effectively in structured but flexible, adaptable, and changing, contact center environment
- Ability to present information, findings, and training to groups of various size including senior management teams
- Experience with working across multiple channels- Inbound Phone, Outbound Phone, Chat and Emails.
- Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
- Ability to follow policies, procedures, and regulations
- Ability to work effectively, as well as independently, in a team environment
- Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
- Ability to exercise independent judgment to identify and resolve problems
Job Expectations:- The Senior Planning Analyst will own the End to End of Workforce Management processes across several Client and FA facing teams within the ICC as well as within larger WIM Operations.
Posting End Date: 1 Dec 2024
*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.
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