Lead the strategy and oversight of redress quality assurance in complaint management, collaborating across the enterprise to enhance operational effectiveness.
Why Wells Fargo
Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed.
We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place.
Living the Well Life means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us!
About this role:
Wells Fargo is seeking a Lead Business Execution Consultant - Redress Quality Monitoring Lead within the Enterprise Complaints, Remediations and Loudspeaker (ECRL) organization. This position is responsible for the strategy, monitoring and oversight of business groups and enterprise functions execution and adherence to redress quality assurance standards.
ECRL brings together key functions from across the company to help customers when they have concerns or have been adversely impacted by Wells Fargo. ECRL provides leadership and oversight in complaint management, remediation, redress, mediation, and the Wells Fargo Loudspeaker program. ECRL listens and learns from our customers and employees and provides robust analysis and real-time insights back to the business for ongoing customer and business improvements.
In this role, you will:
10 Aug 2025
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. 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.
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 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.
Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed.
We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place.
Living the Well Life means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us!
About this role:
Wells Fargo is seeking a Lead Business Execution Consultant - Redress Quality Monitoring Lead within the Enterprise Complaints, Remediations and Loudspeaker (ECRL) organization. This position is responsible for the strategy, monitoring and oversight of business groups and enterprise functions execution and adherence to redress quality assurance standards.
ECRL brings together key functions from across the company to help customers when they have concerns or have been adversely impacted by Wells Fargo. ECRL provides leadership and oversight in complaint management, remediation, redress, mediation, and the Wells Fargo Loudspeaker program. ECRL listens and learns from our customers and employees and provides robust analysis and real-time insights back to the business for ongoing customer and business improvements.
In this role, you will:
- Monitor Redress Quality Performance: Monitor the effectiveness of business group redress quality performance; identify trending within business groups and escalate if outside of quality tolerance thresholds.
- Ensure Consistency Across the Enterprise: Drive consistency in redress quality execution and adherence across the enterprise.
- Conduct Quality Assessments and Problem Solving: Perform assessments of business groups and enterprise functions quality processes through fact finding and data requiring creative approaches to solving complex issues and develop appropriate solutions or recommendations.
- Make Strategic Decisions in Complex Situations: Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans.
- Collaborate with Cross-Functional Partners: Collaborate and consult with a wide variety of business partners to drive strategic initiatives, including business group leadership, redress governance functions, quality management, risk, legal, compliance and control partners.
- Analyze Trends and Recommend Improvements: Analyze quality trends and reperformance results to identify process efficiencies and areas to limit risk exposure; develop strategic recommendations to address opportunities.
- Mentor and Lead Junior Staff: Influence, guide and lead less experienced Strategy and Execution staff within the group.
- 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Customer Redress or remedy experience
- Quality assurance, audit or risk experience
- Enterprise Complaints, Remediation and Loudspeaker experience
- Excellent verbal, written, and interpersonal communication skills
- Ability to exercise independent judgment to identify and resolve problem
- Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of employees
- Ability to strategically review situations and diagnose opportunities and interventions
- Strong analytical skills with high attention to detail and accuracy
- Ability to execute in a fast-paced, high-demand, environment while balancing multiple priorities.
- Ability to assess issues, make quick decisions, implement solutions, and influence change
- Advanced Microsoft Office skills
- Ability to travel up to 10% of the time
- This position offers a hybrid work schedule
- Only hiring at locations posted
10 Aug 2025
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. 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.
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 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.
Top Skills
MS Office
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