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Wells Fargo Logo Wells Fargo · IT - Administration

Director of Banker Connection Operations

United States, Phoenix · Job Posted May 05, 2026
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Job Description

Wells Fargo is seeking a Director of Banker Connection Operations within Consumer Banking and Lending (CBL). The Director of Operations for the Banker Connection team is a senior leadership role responsible for driving operational excellence across key functional areas including Workforce Management, Productivity and Performance, and Communications and Engagement. This leader will oversee the day-to-day and strategic operations of the team, ensuring alignment with enterprise goals and delivering measurable outcomes that enhance both employee and customer experiences.

Job Responsibility

  • Manage and develop multiple business functional areas with focus on implementing and delivering long-term strategies, policies, and process advancements for cross-functional stakeholders, and internal and external partners associated with the area of Business Execution or who are affected by its outcomes
  • Identify Business Execution opportunities and strategies for process improvement and risk control development over the long-term in order to ensure operational excellence and process efficiency
  • Lead Business Execution team for assigned initiatives ensuring solutions are designed, integrated, and controlled to improve effectiveness, limit risk exposure, and create efficiencies as appropriate
  • Interpret and develop a range of policies and procedures for long-range and fundamental retooling of perspective, approach, culture, quality, relationships, operations, and capabilities
  • Collaborate and influence functional management to obtain resources, influence outcomes, address conflict, and ensure alignment with Wells Fargo strategies or policies and business line objectives
  • Manage allocation of people and financial resources for Business Execution
  • Develop and guide a culture of talent development to meet business objectives and strategy
  • Provide vision, direction, and leadership across core operational functions within Banker Connection
  • Develop and execute strategies that optimize workforce planning, performance management, and engagement initiatives
  • Serve as a key advisor to senior leaders, translating business priorities into actionable operational plans
  • Lead workforce planning and forecasting to ensure optimal staffing levels and resource allocation
  • Partner with HR and analytics teams to monitor capacity, scheduling, and utilization trends
  • Implement tools and processes that support real-time workforce insights and decision-making
  • Establish and monitor performance metrics across teams to ensure delivery against service level agreements and business goals
  • Drive continuous improvement initiatives to enhance operational efficiency and effectiveness
  • Lead calibration efforts across teams to ensure consistency in performance expectations and outcomes
  • Oversee internal communications strategy to ensure timely, transparent, and impactful messaging across the Banker Connection team
  • Champion employee engagement programs that foster a culture of inclusion, recognition, and growth
  • Act as a cultural ambassador, reinforcing organizational values and promoting team cohesion
  • Directly lead and develop a team of operational leaders responsible for executing on workforce, performance, and engagement goals
  • Provide coaching, mentorship, and performance feedback to ensure leadership effectiveness and team development
  • Foster a high-performance culture that encourages accountability, innovation, and collaboration

Requirements

  • 10+ years of Business Execution, Implementation, or Strategic Planning experience, including Management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
  • 4+ years of management or leadership experience

Nice to have

  • Proven experience in leading large-scale operations within financial services or customer support environments
  • Strong background in workforce management, performance analytics, and employee engagement
  • Demonstrated ability to lead cross-functional teams and drive enterprise-level outcomes
  • Exceptional communication, strategic thinking, and problem-solving skills
  • Experience with operational tools, dashboards, and reporting systems

What we offer

  • competitive salary
  • robust benefits package
  • programs to support work-life balance and well-being
  • rewarded for investing in your community
  • celebrated for being your authentic self
  • empowered to grow
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