Customer Service Senior Manager

About this role:

Wells Fargo is seeking a Customer Service Senior Manager to lead our new Mass and Core teams focused on the needs of Business Banking customers with annual revenues between $0 and $2 million. The services provided by this team are critical to retaining this customer base at Wells Fargo and supporting their everyday banking needs. Learn more about our career areas and business lines at wellsfargojobs.com.

This role oversees global service delivery for Mass & Core customers by leading managers and individual contributors, managing staffing and resources, and serving as the highest escalation point for complex customer and employee issues. It partners cross‑functionally to ensure compliant, high‑quality outcomes while driving operational improvements, digital and AI‑enabled self‑service, and strong leadership development.

In this role, you will:

• Manage and develop teams of Customer Service Representatives or Managers for multiple sections or departments
• Engage and influence key stakeholders and business partners associated with customer service
• Identify and recommend opportunities for process improvement, growth opportunities, and risk mitigation
• Ensure quality and efficiency as well as compliance with government regulations and company policies
• Determine appropriate strategy and actions of customer service team to meet complex customer inquiries and issues resolution deliverables
• Interpret and develop center level policies and procedures for customer service with moderate complexity within scope of responsibility
• Collaborate with and influence more experienced management, key stakeholders, internal partners, and all levels of professionals
• Interact directly with multiple teams across various sites and external customers
• Manage allocation of people and financial resources for customer service
• Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

• 7+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 3+ years of management or leadership experience

Desired Qualifications:

• Experience supporting Small Business or Business Banking customers
  Strong ability to interpret customer needs and resolve highly complex issues with minimal escalation
• Demonstrated experience managing managers and leading high-performing teams
• Ability to coach, mentor, and develop talent at scale
• Experience collaborating with cross-functional partners such as bankers/sales, lending, fraud, merchant services, legal complaints, and product teams
• Strong critical-thinking skills with the ability to balance risk, customer experience, and business needs
• Exceptional communication and interpersonal skills, with the ability to influence at all levels of the organization
• Experience driving operational or service model transformation
• Demonstrated ability to adapt quickly and remain nimble in response to changing business environments and evolving customer needs and behaviors

Job Expectations:

• Ability to work on-site at the McKinley, Taguig location
• This position offers a hybrid work schedule
• This position is not eligible for visa sponsorship

Posting End Date: 

28 May 2026

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our 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.