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Operational Risk Consultant 4 - Contact Center Control

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Job Details
Job Order Number
Company Name
Wells Fargo
Physical Address

Wilmington, DE 19806
Job Description
  • Important Note:* During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI’s focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

The Operational Risk Consultant 4 is responsible for developing, implementing, and monitoring risk-based programs to identify, assess, and mitigate any operational risk that arises from inadequate or failed internal processes, people, systems, or external events, while maintaining a balance between risk mitigation and operational efficiency.

  • May provide oversight to an operational risk program
  • Works with complex business units and provides operational risk expertise and consulting for projects and initiatives with high risk
  • Evaluates and improves testing oversight strategies and analysis; evaluates the adequacy and effectiveness of policies, procedures, processes, systems, and internal controls; analyzes business and/or system changes to determine impact; identifies and assesses operational risk issues and assigns risk ratings consistent with established policy standards
  • Consults with business to develop corrective action plans and effectively manages change
  • Identifies training opportunities
  • Reports findings and develops business cases to influence senior management on the need for controls to mitigate risk
  • Manages and/or coordinates production of periodic operational risk performance reports for senior management, including trend analysis and recommended strategies
  • Participates in, or manages, matrixed project teams and may provide guidance to less experienced consultants

This Operational Risk Consultant 4 will support governance and monitoring activities of front line risk and control programs for Contact Center specific control solutions, control processes, and products. The Consultant will be accountable for ensuring the identification of risks and the development of controls to mitigate the risks within the processes in the Contact Center.

  • Works across the Contact Center business units to provide risk expertise on projects, initiatives, and regulatory matters, and works to ensure adherence to enterprise requirements
  • Proactively assesses and documents the business processes, risks, controls, and related gaps that may result in compliance, operational, reputational, and strategic risk
  • Works with the business to define effective corrective action plans to ensure timely delivery of risk mitigation strategies
  • Performs validation to ensure the Contact Center has demonstrated complete and accurate corrective actions with appropriate evidence
  • Partners with the Contact Center, PVSI Control Risk Aligned and Support Teams to execute initiatives and targeted reviews, e.g. policy change implementation assessment, to provide insight into the risks, controls, gaps, and trends which present risk management improvement opportunities.
  • Analyzes risk related data sources and business unit data to formulate summary level governance decks that provide a comprehensive view of Contact Center Risk

Location: The preferred location for this position is Charlotte, NC. Other location that may be considered is Wilmington, DE.

Please note: Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

Required Qualifications:

  • 6+ 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 6+ years of IT systems security, business process management or financial services industry experience, of which 3+ years must include direct experience in compliance, operational risk management, or a combination of both

Desired Qualifications:

  • Advanced Microsoft Office skills
  • Excellent verbal, written, and interpersonal communication skills
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to interact with all levels of an organization
  • 3+ years of risk analysis and quantification experience
  • 3+ years of experience with Governance, Risk, and Compliance (GRC) concepts
  • 3+ years of operational risk, conduct risk or compliance domain experience
  • Experience conducting project meetings, presentations and status reporting
  • Experience creating visually dynamic presentations
  • Experience supporting a phone, email, online or digital contact center environment
  • Knowledge and understanding of Agile
  • Knowledge and understanding of Six Sigma or reengineering disciplines
  • Knowledge and understanding of Business Process Management Notation (BPMN) methodology
  • Ability to articulate issues, risks, and proposed solutions to various levels of staff and management
  • Ability to travel up to 10% of the time

Job Expectations:

  • Ability to travel up to 10% of the time

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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