Head of Fraud & Claims Operations

Job description

**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. 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. This includes 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 its 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 functions 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 bachelors degree or higher (MBA or other masters 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 IP 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 - Esta