Full Job Description
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,600 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 263,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations.
The Head of Incident Management, Operational Risk Manager 6, reporting to the Global Head of Business Continuity and Resiliency, leads the design, development, maintenance, and execution of crisis and incident management, and recovery from business interruptions. The position requires management experience leading a global program at scale with demonstrated experience in disaster management and recovery, crisis management and operational resilience in the financial services industry or other federally regulated industry; regulatory and executive stakeholder relationship management experience; and enterprise-wide change management experience.
Primary Duties and Responsibilities:
Create, execute and manage the incident management process to promptly and effectively recover capabilities when disruptions occur to business activities.
Establish and maintain strategic relationships with key stakeholders and cross-functional partners to effectively communicate, influence, and be a trusted advisor.
Coordinates the identification and analysis of the impact of various adverse events on the company’s operations, including identifying critical product and service areas through risk analysis.
Work with the Head of Business Continuity Planning to develop complex scenarios and execution of corresponding testing and actions to demonstrate comprehensive recoverability; quickly remediate matters requiring attention.
Specific Responsibilities Include:
End to end responsibility for the management, communication, escalation, investigation, and resolution of incidents. Ensure business, customer, and regulatory (if applicable) updates are timely and of sufficient quality, arranging discussions and updates as required.
Incident management process design, roles and responsibilities definition, associated procedure and playbook creation/maintenance, and systems requirements definition.
Monitor and determine impact on recovery strategies and determine the need for convening and or activation of response teams during a business disruption based on severity levels or other escalation triggers. Act as a central command center to coordinate and direct resolution and communicate progress to all relevant parties.
Oversee the response and impact analysis of systemic or significant business disruptions across the company.
Document post-incident recovery steps in order to establish root cause, ensure proper issue management and remediation activities are assigned.
Escalate concerns and issues to senior leadership and the Board as appropriate, following established protocols.
Build a high performing organization. Ensure proper staffing and expertise exists in the group and build capabilities, processes and teams that meet heightened risk management expectations.
Responsible for budget and team resource management. Use knowledge and experience to develop organizational and enterprise-wide strategic planning.
Key Stakeholder Relationships:
Integrate and partner with the lines of business during the planning, testing, and implementation of Incident Management activities.
Become a trusted advisor and critical source of information for senior management, key stakeholders and line of business partners.
Lead interactions with regulators, auditors, and independent risk management for audits/examinations.
Work with regulatory bodies across the jurisdictions within which Wells Fargo operates and build industry connections to stay abreast of leading practices and to influence and align with the evolving regulatory landscape.
Leadership, integrity, and credibility will be determining factors in selection. Successful candidates will be articulate and possess a demonstrated leadership capability; they will be impressive in their inter-personal effectiveness and with regard to their accomplishments. It requires a leader with strong relationship management, influencing, vision, execution skills and risk management acumen. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement. This role will support the development of a strong risk culture within and across the enterprise, including mindsets and behaviors to elevate the consciousness of conduct risk, drive conduct risk ownership, responsiveness, cooperation and challenge.
As a Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Coordinate resources across other areas of the company to share knowledge, develop wider career pathing, and ensure high integrity and credibility in all resources.
Must have the skills and competencies to exercise the stature and authority of the role to effectively challenge business leaders and members of the leadership team to ensure that risks are identified and remediated and that remediation is sustained with a robust control environment. S/he will demonstrate effectiveness in building a high performing team, focused on driving results through leadership effectiveness and team member engagement; contributing to broad risk management strategy with a One Wells Fargo lens by living the vision and values of Wells Fargo. This collaborative leader must be capable of initiating action and managing change. It requires a leader with strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.
Strategic Leadership – Creating and achieving a desired future state vision through influence on individual and group goals, reinforcements and systems.
Results oriented with outstanding ability to motivate teams and mobilize the resources to accomplish objectives.
A true team player and collaborator, translating prior knowledge and experience into strong and productive relationships internally and externally.
Organizational Awareness – Having and using knowledge of systems, situations, pressures, and culture within the company to identify potential organizational problems and opportunities; perceiving the impact and the implications of decisions on other components of the company as well as the impact on investors, customers, and clients.
A respected partner who adds value to the broader team.
A strong and effective manager and leader, capable of attracting, mentoring, retaining and promoting talented and productive staff.
An impeccable reputation for integrity, accuracy, consistency, detail orientation and business acumen.
A self-starter with a working knowledge of risk management fundamentals and policy creation.
Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic.
Able to effectively and constructively lead change in an organization.
12+ years of experience in compliance, operational risk management (includes audit, legal, credit risk, market risk, or the management of a process or business with accountability for compliance or operational risk), or a combination of both; or 12+ years of IT systems security, business process management or financial services industry experience, of which 6+ years must include direct experience in compliance, operational risk management, or a combination of both
10+ years of management experience
Advanced Microsoft Office skills
Excellent verbal, written, and interpersonal communication skills
Strong analytical skills with high attention to detail and accuracy
Ability to articulate complex concepts in a clear manner
Other Desired Qualifications
10+ years of experience in crisis and incident management, operational risk management and/or operational resiliency, with 5+ years in a senior leadership role
In-depth knowledge of operations, technology, and business processes within a global financial services organization or other federally regulated industry.
10+ years of management experience.
Strong analytical ability used to identify risks and confidently raise issues and through proper statue and authority will counsel and escalate early and when necessary.
Demonstrated knowledge of emerging threats and changes in processes/technology and how they impact continuity and recovery strategies during an incident.
Ability to analyze, problem solve with demonstrated excellence at identifying stakeholders, understanding needs, and driving decision- making/resolution.
Demonstrated experience working in a rapidly changing and complex environment. Ability to absorb and respond quickly to information.
Demonstrates the ability to make subjective and informed decisions based upon output, influence stakeholders and justify decision making.
Strong interpersonal, influencing, and communications skills with an ability to interact effectively with stakeholders and regulators, to include virtual leadership experience and the ability to effectively manage and build relationships within the enterprise and line of business functions.
Experience working horizontally across an organization and participating in enterprise-wide implementations of major policy and relevant risk programs.
Acumen in operations/risk, program management skills; regulatory and executive stakeholder relationship management; and change management experience.
Demonstrates the ability to manage competing priorities and work effectively under pressure.
Bachelor’s degree required and advanced degree preferred.
A strong track record and business knowledge in the financial services sector with subject-matter expertise as it pertains to business functions.
Demonstrated ability to effectively drive and lead organizational change; establish a forward leaning posture of education and culture transformation across the enterprise.
Meaningful knowledge across the enterprise risk management framework, including: risk identification, risk appetite and strategy, risk-related decisions, processes and controls, risk analytics and governance.
Influence business partners including enterprise functions through networking, communication and written products.
Implement solutions through written action plans, procedures and change management.
Unquestionable integrity and objectivity, with ongoing commitment to excellence and the ability to thrive in diverse environments and cultures.
Ability to serve as a role model of Wells Fargo’s commitment to diversity and inclusion as part of our culture and core values.