Wells Fargo
Financial Services
Fraud&ClaimsOperationsSeniorManager
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“Fraud & Claims Operations Senior Manager at Wells Fargo. Skills: Operational Leadership, Risk Management, Stakeholder Partnership, People Management. Lead daily operations. Ensure service levels met”
What You'll Achieve.
Improve customer outcomes; Manage operational expense; Minimize loss; Improve efficiency; Enhance customer experiences; Enhance employee experiences
Industry & Context.
Sound judgment; Problem-solving skills
Hybrid schedule, Flexibility in working hours
What They're Looking For.
Must Have
7+ years Claim Investigations experience, 7+ years Policy Violations experience, 7+ years Risk Management experience, 7+ years Compliance experience, 3+ years management experience, 3+ years leadership experience
Nice to Have
8+ years operations experience, 6+ years people management experience, 6+ years leadership experience, Deep knowledge of credit card claims, Experience driving consistency, Develop senior stakeholder trust, Experience building engaged teams, Experience developing talent, Experience holding teams accountable, Experience managing losses, Experience managing operational expenses, Working knowledge of Regulation Z, Prioritize competing demands, Meet deadlines, Perform effectively in fast-paced environment, Attention to detail, Commitment to accuracy, Commitment to quality, Data-driven leadership style, Translate performance metrics, Effective written communication skills, Effective verbal communication skills, Influence at all levels, Coaching skills, Decision-making skills, Problem-solving skills
What You'll Do.
Lead daily operations
Ensure service levels met
Ensure quality standards met
Ensure regulatory requirements met
Translate business objectives
Make informed decisions
Ensure claim activities comply
Identify operational risks
Identify control gaps
Implement corrective actions
Support regulatory inquiries
Serve as operations partner
Communicate operational performance
Communicate risk topics
Identify process improvement initiatives
Lead process improvement initiatives
Manage moderately complex projects
Drive adoption of new procedures
Drive adoption of new tools
Drive adoption of new controls
Set clear performance expectations
Hold teams accountable
Provide performance evaluation
Provide succession planning
Own financial performance
Accountability for expense management
Accountability for productivity outcomes
How You'll Work.
Team & Collaboration
Partnering with Product Strategy; Partnering with Card Operations; Partnering with Channel Leaders; Partnering with stakeholders; Partner with compliance teams; Partner with risk teams
Communication Scope
Communicate complex topics; Communicate performance; Communicate risk
Process & Methodology
Manage projects
Full Job Description
**About This Role:** Wells Fargo is seeking a Claims & Recovery Senior Manager to lead the Credit Card Non-Fraud Claims organization, overseeing the end-to-end performance of a large, complex operation. This role is accountable for operational results, risk and regulatory adherence, financial performance, and people leadership across approximately 200 onshore and offshore team members. The successful candidate will operate as both a people leader and strategic operator, partnering closely with Product Strategy, Card Operations, Channel Leaders, and other internal stakeholders to improve customer outcomes, and manage operational expense, and minimize loss. This role requires sound judgment, comfort with ambiguity, and the ability to influence decisions at multiple levels of the organization. **In this role, you will:** **Operational Leadership & Execution** • Lead daily operations for Credit Card Non-Fraud Claims, ensuring service levels, quality standards, and regulatory requirements are consistently met • Translate business objectives into clear operational priorities, resource plans, and performance expectations • Make informed decisions related to staffing, workflows, and capacity to balance customer experience, cost, and risk **Risk Management & Compliance** • Ensure all claim activities comply with applicable regulations, including Regulation Z, and internal risk management standards • Identify operational risks, control gaps, and process weaknesses; escalate issues and implement corrective actions as appropriate • Partner with compliance and risk teams to support audits, reviews, and regulatory inquiries **Stakeholder Partnership & Influence** • Serve as a primary operations partner to Product Strategy, Card Operations, and claim intake channel leaders • Influence outcomes across teams that do not report directly to you by using data, insights, and strong business rationale • Communicate complex operational performance and risk topics clearly to senior leaders
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