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About this role:

Wells Fargo is seeking a Relationship Support Manager

Job Profile:

Business Relationship Support Manager:

Summary:

• Covers jobs providing high levels of general support to corporates/ institutions through relationship management on customer’s business through relationship management support, operations and customer servicing within the business customer portfolios.

• Acts as the customers' main point of contact for operational and product questions.

• Duties may include setting up customer’s profile, limits, proactively handling client account and/or product issues, monitoring account overdrafts, confirming source of funds, and partnering with internal teams to resolve office management on ad-hoc client inquiries.

• Setting up customer profiles, making changes to customer profiles, communicating through authorized channels to interested parties as appropriate, providing reporting as required by circumstances and document generation, if applicable.

• Helps with customer onboarding, due diligence, proactive outreach, and other associated risk management matters to ensure regulatory and company requirements are met.

In this role, you will:

• Manage the relationship support function for an assigned team or office

• Manage the end-to-end customer experience including onboarding, limit set-up, handling customer’s requests, queries, resolution, servicing and extensive problem-solving

• Oversee customer due diligence operations which may include proper initiation and accuracy of loan documentation process and implementation of treasury products, adhering to all policy and regulatory requirements

• Complete all required assessments, exercises, training, and affirmations in accordance with Bank Policies and Audit requirements

• Make decisions and resolve issues for operations of the business relationship team to meet objectives

• Oversee a compliance monitoring program and evaluate the results, ensuring achievement of a satisfactory rating on all audits, working with business management to resolve issues, and address deficiencies identified, if any

• Interpret and develop policies and procedures to implement compliance and to resolve issues

Complete required assessments, training, and affirmations in accordance with bank policies and audit requirements

• Collaborate and influence all levels of professionals including relationship associates and other experienced managers

• Lead team to achieve objectives and delivered as agreed/ defined

• Manage allocation of people and financial resources for Business Relationship Support

• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 12+ years of Business Relationship Support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 8+ years of leadership experience

Desired Qualifications: Graduate with MBA: Management education and experience

Additional information:

This role shares in managing a moderate-large portfolio of accounts within the CIB Coverage teams that support the Corporate Banking and Financial Institutions Groups of CIB.

• Acts as the customers’ main point of contact for operational questions. Independently and proactively handles customer issues and problems.

• Monitors overdrafts and other funds movement activity in a customer-focused manner, understanding risk and securing necessary approvals.

• Confirms additional source of funds and partners with office management in decision making process.

• Coordinates activities and solves problems with various operations center, internal bank departments and outside vendors.

• Manages "owning the customer experience" approach and effectively executes on all standard protocols regarding interactions with customers.

• Independently and/or collaboratively with relationship manager and/or other treasury management office sales staff, conducts customer courtesy calls, both by phone and in-person, for the purposes of relationship building and client support.

• Gathers deposit and treasury management documentation from customers in a customer-focused manner. Serves as a key partner with treasury management in managing the customer experience during treasury management implementations and beyond for all net new customers and new product sales. (Check if to be included)

• Partners with the customer service manager to resolve issues and provides status updates on implementations. Helps with customer onboarding, due diligence as well as any other associated risk management matters where required. May serve as a subject matter expert for the office. Partners with customer service manager to complete line of business operational projects as necessary.

Team members 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

In this role, you will:

• Be accountable for a complex portfolio of customers

• Share leadership role with managers to oversee a portfolio of accounts

• Identify opportunity for process improvements within the portfolio

• Review and analyze the decision process for customer accounts and evaluate the profitability and risk of designated portfolio

• Verify compliance and report identified issues for resolution

• Make decisions on complex customer issues

• Partner with other managers and relationship support team to resolve issues and provides status updates on implementations

• Develop expertise in the policies, procedures, and compliance requirements

• Handle complex customer issues which include escalation and resolution

• Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals

• Lead the team with guidance, policies and daily support

• Interact with internal customers

• Receive direction from leaders

• Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

Job Expectations:

Shift Timings:

Since this role is managing US clients based out of India, the work timings will be mirroring the US work timings, i.e, 6.30 pm - 3.30 am IST.

Required Competency Target Rating

Adaptability / Agility- Advanced

Administrative Operations- Proficient

Client / Customer Centricity- Advanced

Client / Customer Service Delivery- Proficient

Communication- Advanced

Developing People- Developing

Execution- Advanced

Inspirational Leadership- Developing

Leading Change- Developing

Organizational & Business Insight- Advanced

Partnership- Advanced

Product / Service Acumen- Proficient

Retention & Expansion- Proficient

Risk & Compliance- Proficient

Stakeholder Relations- Proficient

Posting End Date:

30 Dec 2024

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

We Value Diversity

At 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 Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo (https://www.wellsfargojobs.com/en/diversity/disability-inclusion/) .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy (https://www.wellsfargojobs.com/en/wells-fargo-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.

Req Number: R-412062