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Wells Fargo is seeking an Alternative Investments Middle Office Service Manager (Customer Service Manager) to join the Wealth & Investment Management organization. This leader will manage a high-touch Middle Office service team supporting complex Alternative Investment inquiries and delivering an exceptional experience for Financial Advisors working with High‑net‑worth (HNW) and Ultra‑high‑net‑worth (UHNW) clients.
Job Responsibility:
Lead, mentor, and develop a team of Alternative Investment Middle Office Support Consultants providing specialized, high-touch support for Alternative Investment processes
Resolve escalated issues related to the most complex HNW/UHNW accounts
Engage and collaborate with key internal stakeholders and business partners related to Alternative Investment experience
Identify and recommend improvements to products, service standards, productivity goals, growth opportunities, and risk controls
Make decisions and resolve escalated inquiries to meet business objectives and ensure consistent client satisfaction
Assist with developing tracking, monitoring, and reporting capabilities
Manage special projects focused on service improvements and operational excellence
Support Alternative Investments leadership by communicating, implementing, and enforcing firm operational policies and procedures
Lead the team in delivering on Client Experience fundamentals and ensuring a comprehensive, high-quality service experience
Requirements:
4+ 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
2+ years of leadership experience
Nice to have:
Knowledge of Alternative Investment products
Experience with the iCapital platform (or similar Alternative Investments trading platform)
Strong operational expertise in customer service or client support strategies
Demonstrated leadership capability
Ability to assess issues, make decisions quickly, implement solutions, and influence change
Effective change management skills
Strong customer service orientation with the ability to balance needs of clients, shareholders, and team members