Fraud & Claims Operations Executive

About Wells Fargo India & Philippines

Wells Fargo India & Philippines is a critical component of Wells Fargo’s strategy to leverage distinct advantages in doing business in a global environment. Wells Fargo India & Philippines is primarily an extension of the technology, operations, and corporate support teams of Wells Fargo. It engages in application development and support, testing, other technology functions, international operations, knowledge support, and middle and back-end banking process solutions for a wide spectrum of Wells Fargo’s needs. It currently has offices in Bengaluru, Chennai, Hyderabad, and Manila.

About this role:

Wells Fargo is seeking the Head of Fraud & Claims Operations, IP will report to head of Fraud & Claims Operations Senior Executive and regionally to head of India & Philippines, Wells Fargo. This role manages a team of approximately ~3500 employees; the role oversees the strategy and execution, risk, and control for all India & Philippines based FCM Operations functions/ teams.

The Head of Fraud & Claims Operations, IP will have primary responsibility for managing all Fraud and Claims Management (FCM) operations functions based in India & Philippines in partnership with relevant functional leaders based in US or India; these include Claims & Recovery; Detection Operations, Business Assurance, FCM Analytics and Product teams.  As part of the FCM organization, the Head of Fraud & Claims Operations, IP will play a critical role in protecting Wells Fargo and it’s customers from fraud.  And when fraud does occur, this organization is responsible for providing exceptional service during critical moments that matter for customers.

Incumbent will be responsible for supporting the overall fulfillment strategy; transformation and change management efforts. Incumbent will also be responsible for identifying opportunities to grow in terms of headcount and complexity. Incumbent is expected to engage with LoB partners, in the fulfillment value chain, at a strategic level in driving initiatives to add value to the business. Incumbent will be expected to contribute towards developing function’s overall strategy, lead alignment & integration with enterprise. Develop appropriate relationships to get a seat at the senior table, work on global projects and aim for global responsibility. Move away from current service delivery model to a trusted partnership and enable ownership.

This role will drive our Strategic Priorities focusing on: Transform and Integrate operations teams, Enhance Customer Experience, Drive Efficiencies, Strengthen Risk and Control Routines and Engage, Employees and Enrich Work Environment.

In this role, you will:

• Provide vision and set direction for execution and management of a risk-based fraud and claims program across the enterprise with significant risk and complex regulatory environments in order to achieve long term strategic objectives that impact the organization and management across functions

• Collaborate with cross channel business leaders, as well as legal, audit, and multiple US or non US regulators to develop highly complex strategies and goals

• Provide thought leadership to develop and implement strategic solutions to highly complex and potentially enterprise-wide business risks or challenges

• Lead a team of experienced business leaders and develop risk policies, procedures, and controls for fraud and claims business area in order to achieve business objectives

• Collaborate with and influence cross channel business leaders, external community members, including regulators or auditors, law enforcement, elected officials and trade groups

Required Qualifications:

• 10+ years of fraud claim investigations or policy violations, risk management, or compliance experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education

• 6+ years management experience

Desired Qualifications:

• Candidate must have a bachelor’s degree or higher (MBA or other master’s degree)

• Broad based knowledge of products across Consumer Banking/Lending including Home Lending, Auto, Cards, with preference given to candidates with fraud knowledge/experience

• Proven experience successfully leading large organization, reengineering, and transformation efforts across multiple lines of businesses and/or corporate functions in a business of comparable size, scale, complexity, and regulatory oversight as Wells Fargo

• Demonstrated success running a large, scaled organization, function driving transformation, continuous improvement, and efficiency, including the ability to manage and prioritize potentially competing objectives to achieve optimal customer, shareholder, and/or team member outcomes

• Proven communication skills with the ability to influence, develop, partner with, and maintain collaborative relations at all levels within the organization and externally with customers, regulators, partners, and communities

• Proven experience developing executive-level presentations and delivering them to senior executives and regulatory bodies, then prioritizing and acting on feedback from these bodies

• Proven risk management experience working across multiple lines of businesses including experience with consent orders, MRAs, and similar regulatory concepts

• Proven experience building, leading, and engaging high-performing, diverse, and inclusive teams

• Demonstrated focus on execution with an ability to bring a discipline and framework and dynamic problem-solving orientation to business challenges, including the ability to manage and prioritize potentially competing objectives

• Solid understanding of a broad cross-section of products and services to consumers and business to drive a customer and employee centric approach

• Proven success attracting, leading, and engaging a diverse team with different levels of experience across multiple geographies and creating a culture of service and efficiency

Job Expectations:

• Lead India & Philippines based FCM Operations teams

• Provide vision and set direction for the organization's overall performance to achieve long-term strategic objectives that impact organization and management

• Collaborate with peers and senior leaders in I&P and across Enterprise to develop highly complex, multi-year projects, strategies, and goals

• Drive the risk and regulatory programs for teams working closely with the associated business partners and regulators

• Build a strong operation and controls framework and a culture of compliance and risk awareness

• Drive a culture of customer excellence and continuous improvement

• Leverage Technology to provide opportunities to become more efficient across the lines of business

• Collaborate with cross functional operations leaders to drive growth and innovative solutions

• Establish an operating model to ensure horizontal consistency across

• Manage the operational budget to drive process improvements and efficiencies

• Drive succession planning, talent identification, as well as development in partnership with aligned HR leader

• Manage various third-party service providers to ensure they are compliant with service level agreements

• Lead, drive and engage diverse teams across geographies with a focus on improving employee engagement and creating a client service driven culture

• Implement the Risk Management Framework through promoting adoption of the Risk Operating Model, setting clear behavioral expectations for risk management, driving a culture of clearly defined roles and accountability, and promoting a sound control environment

• Own and drive the risk and control agenda and with a focus of being transparent and remediating issues timely

• Drive for consistency of front-line risk management including assessing and managing all associated risks for business, ensuring internal controls, processes, and procedures are adequate

• The successful leader demonstrates the following attributes

  • Leadership: Integrity, customer focus, strategic vision, accountable, innovative, bias for action, relationship-oriented, resilient. Focus on succession planning, performance management, diversity and inclusion, and transformational leadership/change management

  • Risk Management: Accountable; sets clear expectations and tone; focus on risk appetite; expertise in fraud risk; acts quickly to “do the right thing” for our customers and team members. Focus on risk program and framework, regulatory issue management, oversight of risk considerations throughout the strategy and execution of business deliverables

  • Communications and relationship management: Trustworthy, collaborative, optimistic, inspirational, future focused

  • Business and functional expertise: Ability to execute, vertical and horizontal visibility and accountability, alignment and integration, outside view/competitive lens, strong understanding of the businesses and a Company of this scale operates

Posting End Date: 

*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.

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