About this role:

Wells Fargo is seeking an ATM Operations Escalations Manager to lead a team in the ATM Support Group (ASG) within ATM Operations. The Operations Manager will oversee a group of assigned employees focused on troubleshooting and remediating complex, escalated hardware faults.

Will also identify and log internal complaints related to ATM service and hardware performance from branches, regional managers and executives, communicate updates with stakeholders through incident resolution, drive performance of the ATM & TCR network by improving dispatch processes within ASG and associated lines of business and responsible for meeting incident resolution timelines to decrease overall hardware escalations and long-running faults.

In this role, you will:

• Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area
• Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in support of risk management and compliance
• Engage stakeholders and internal partners associated within the Operations area
• Work independently on moderately complex issues and projects
• Identify opportunities for process improvement and risk control development and escalates issues to more experienced management
• Provide training, performance, evaluation and coaching of less experienced team
• Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives
• Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility
• Provide responsibility for budget and financial performance
• Collaborate and influence all levels of professionals including more experienced managers
• Lead team to achieve objectives
• Manage allocation of people and financial resources for Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 5+ years of Operations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 2+ years of leadership experience

Desired Qualifications:

• Experience with ATM and or TCR hardware operation, including technical troubleshooting
• Vendor management, escalations and incident lifecycle experience
• Comfortable communicating complex and high-profile topics with multiple lines of business, including senior leadership

Job Expectations:

• This position offers a hybrid work schedule with 3 days in office and 2 days remote.
• This position is not eligible for Visa sponsorship.

Work Locations:

Chandler, Arizona

San Antonio, Texas

Minneapolis, Minnesota

West Des Moines, Iowa

Charlotte, North Carolina

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Posting End Date:

*Job posting may come down early due to volume of applicants.