About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a leading global financial services company headquartered in San Francisco (United States). Wells Fargo has offices in over 20 countries and territories. Our business outside of the U.S. mostly focuses on providing banking services for large corporate, government and financial institution clients. We have worldwide expertise and services to help our customers improve earnings, manage risk, and develop opportunities in the global marketplace. Our global reach offers many opportunities for you to develop a career with Wells Fargo. Join our diverse and inclusive team where you will feel valued and inspired to contribute your unique skills and experience. We are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Market Job Description About Wells Fargo India Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations. Department Overview CB Data & Analytics within WFIP supports the Commercial Banking (CB) Data and Analytics businesses across key businesses. The specific function in CBD&A support the CC4B organization in TMPS in CB. TMPS supports our Treasury Management customers on Digital service, Payments and other internet solutions. CC4B (Customer care for business) and is the service and operations organization for TMPS and has 6 functions : CC4B Servicing Office – TMCS : t o help our customers with their treasury needs and provide top-level, quality CE with every interaction CC4B Relationship Servicing Office: partners closely with RMs to provide best in class service to customers in the MMB CC4B Wells One ® Service Center: Oversees Commercial Card servicing, fraud detection, card & token distribution for CEO services such as administration and money movement. CC4B Business Initiatives Office: Provide support for major business initiatives across CB and CIB to enhance the experience CC4B Complaints Office: Responsible for CB's compliance with the Complaints Management, Remediation and Redress policies, change management, controls. Fraud Detection for Business Office : Goal is to manage fraud risk for our clients About the Role: The role is an advance analytics role that sits with CB Data & Analytics Team to support Operational Capacity planning & Work force Management group for CC4B, TMPS and will have 4 broad verticals of analytic: Understanding the Present Volume, benchmarks on AHT and available capacity to support work through detailed deep dive into Service view, Telephony and HR data. Creating metrics on Utilization, surplus or shortages and team, site, TM level performance with regards to utilization Forecasting the Capacity Need for Future through Volume forecast at different segments and using the AHTs, Attrition to build Capacity plan, scheduling, routing logics etc. Create detailed reporting architecture to show overall and granular view on present view on case volume and mix trends, work effort benchmarks, capacity utilizations Improving CE through understanding drivers using benchmark NPS scores, ML and Text analytics on Customer Survey analysis for service organizations; call transcriptions etc. to reduce the root cause of bad experience This role will be responsible for partnering across the CC4B teams to understand operational work flow, capacity plan and be able to deliver WFM across the 6 groups in CC4B by developing suite of models and algorithms, optimization , reporting and dashboards etc. which can be used for capacity planning for CC4B. This role is strategic is nature and will require significant experience in data and analytics- more preferably in Operations research, Forecasting , segmentation, linear optimization and work flow management. Also responsible for Project Manage and train junior team members as well develop and define new projects with stake holders, Responsibilities: End to end Project management from discovery of business problems & translation into analytic projects Use analytic tools and techniques such as Time series forecast, driver analysis etc.- for volume forecasting & partner with several groups to accurately built in drivers of volume Build Optimization algorithms such as Simplex optimization, nonlinear optimizations on routing, capacity allocation and queue management to deliver optimal capacity plan for CC4B Mentor junior team members and be responsible for their share of delivery as well Market Skills and Certifications Essential skills qualifications: A Master's degree or higher in a quantitative field such as applied math, statistics, engineering, computer sciences etc. Functional/Domain: Commercial Banking experience / Experience building analytics for customer service is required 9 years of experience in following: Statistical Modeling, Forecasting, Operations research, Linear optimizations 5 experience in Machine Learning, AI algorithms; Text Mining, Voice analytics, sentiment analysis etc. Partner Management experience with ability to effectively drive results, provide feedback/direction, and manage and build relationships with leaders and team members in a geographically dispersed team environment 5 years of experience developing SAS, SQL, Tableau, R/Python 5 years of experience in an environment that utilizes large relational databases such as SQL Server, Oracle, DB2, or Teradata Excellent verbal, written and interpersonal communication skills Strong analytical skills with high attention to detail and accuracy Desired Qualifications: Languages: T-SQL, PL/SQL, SAS, R/Python, ML, AI, Python workbooks BI Tools: Oracle BI, SSRS, Tableau OS: MS Windows Financial services experienceand Operations research/Analytics for customer service org Understanding Financial products, systems, and platforms Applications: MS Office (Access, Excel, Word), SharePoint We Value Diversity At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national or ethnic origin, age, disability, religion, sexual orientation, gender identity or any other status protected by applicable law. We comply with all applicable laws in every jurisdiction in which we operate.
