HR Service Delivery Senior Manager, Wells Fargo

Wells Fargo

Location:
Philippines, Taguig City

Category:
Human Resources

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wells Fargo is seeking an HR Service Delivery Senior Manager to manage and develop teams, engage stakeholders, and oversee HR service delivery in areas such as Talent Acquisition, Talent Management, pay, benefits, incentive plan administration, HRIS and records management, leave of absence, employee and labor relations, HR compliance. The role involves leading cross-functional initiatives, setting guidance and metrics, and developing a culture of talent development.

Job Responsibility:

Manage and develop teams of individual contributors or managers in roles with moderate complexity and risk
engage and influence stakeholders, internal partners, and peers associated with HR service delivery
Identify and recommend opportunities for process improvement and risk control development
Sets guidance and metrics around timely completion, quality, and compliance in one or more complex operation areas and manages adherence to established guidelines and service level agreements
Leads cross-functional initiatives to identify opportunities for process improvement and risk control development to create recommendations to senior management
Determine appropriate strategy and actions of one or more functional areas and teams to meet moderate to high-risk deliverables
interpret and develop policies and procedures for functions with moderate complexity within scope of responsibility
Collaborate with and influence all levels of professionals, including senior manager and interact directly with all customers and product and process owners
Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in one or more business groups or product/process areas aligned
Develop and guide a culture of talent development to meet business objectives and strategy
Implement and monitor key performance indicators such as case closure SLA by priority, absence tracking, and coaching effectiveness, leveraging tools like Power Bi, and Service Now for real time reporting
Manage and optimize Tier 1 contact center operations, ensuring high first contact resolution rates, adherence to SLAs and exceptional employee experience for a global workforce
Streamline workflows using automation platforms (e.g., Gen AI, Gemini, Tachyon) and collaboration tools (e.g., Sharepoint) to reduce manual process * improve service delivery speed

Requirements:

6+ years of HR Operations 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
Demonstrated ability to lead and inspire large, cross-functional teams in a global, matrixed environment across regions such as APAC EMEA and the Americas
Minimum of 6+ years of progressive HR experience or Banking process experience, with at least 3+ years in a senior leadership role overseeing HR service delivery or Banking Service Delivery in a large-scale complex organization (preferably 100,000+ employees)
6+ years of HR Operations experience or Customer service operations, or equivalent demonstrated through one or a combination of the following: work experience, training, operational experience, education
Proven track record in managing Tier 1 contact center operations for HR or Financial Shared Services, supporting employee populations exceeding 100,000
Extensive experience in a highly regulated industry, such as banking or financial services, with a strong understanding of compliance, risk, management, and data privacy regulations
Professional certifications such as SHRM-SCP, SPHR, or equivalent highly desirable
Master's degree or MBA preferred

Nice to have:

Professional certifications such as SHRM-SCP, SPHR, or equivalent highly desirable
Master's degree or MBA preferred

Additional Information:

Job Posted:
June 04, 2025

Expiration:
August 29, 2025

Employment Type:

Fulltime

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HR Service Delivery Senior Manager