Head of Treasury Management Operations Customer Service
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Wells Fargo
- London
- Wells Fargo - London
Wells Fargo provides middle market, large corporate and financial institution customers with a range of international solutions, including treasury management, credit, payments, financing, foreign exchange, and trade services. Wells Fargo operates from 42 countries and territories outside of the U.S., including branches in Ireland, Beijing, Cayman Islands, Dubai International Financial Centre (DIFC), Hong Kong, London and Seoul.
ECC Overview
ECC Overview
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European Customer Care (ECC) provides customer support to Treasury Management clients of Wells Fargo Bank London Branch. This covers a range of urgent and non-urgent payment processing, including swift, faster payments, BACS, IACH, SEPA, standing orders and cheques. Communication channels are mainly email and phone but may include swift and online banking portal. Clients are generally the European affiliates of US corporates serviced by Wells Fargo Bank N.A. The team is structured into two groups, one focused on transaction processing for customers and the other on customer advisory. ECC primarily support Sales and Product stakeholders internally but co-ordinate their activities with other Operations and Risk functions in region and the US.
A role has arisen to manage the overall ECC team. Responsibilities include:
- Lead the overall team and support / direct the transaction and customer advisory managers in their day-to-day management of people and processes
- In collaboration with Sales, Product and US Customer Care teams execute the target operating model (already defined) for ECC
- Enhance the ECC control framework to minimise operational risk
- Monitor and refine KPIs to ensure productivity and customer service levels are maintained
- Lead the ongoing partnership and support to internal stakeholders
- Represent ECC on projects impacting the team
- Complete staff appraisals, salary reviews, ongoing performance and talent management
Market Skills and Certifications
BECOME AN OWNER-DRIVER, operate your own vehicle or fleet, increase your income and have a better lifestyle. Use our free guide and assistance to obtain your Operator's Licence (O-Licence) TransportForum.com/guide-olicence and set up in this business.
TRANSPORT MANAGER available for your Operator's Licence. HGV and PSV. Anywhere in the UK. FREE assistance with your O-licence (if you hire a TM). See our rates. Call 07833 684449 or contact us here.
- A track record of providing outstanding customer service
- Previous Treasury Management experience
- Detailed knowledge of urgent and non-urgent payments
- Excellent communication skills and attention to detail
- Ability to bring a strategic perspective to a changing environment
- Proven line management experience and able to demonstrate coaching and mentoring of staff
- Organised approach, good time management skills.
- Ability to handle multiple priorities and perform well under pressure
Wells Fargo 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. As a Wells Fargo team member, you 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.
Job type:
Full-time