HR Operations Service Delivery Senior Manager

About this role:

Wells Fargo is seeking an HR Service Delivery Senior Manager

In this role, you will:

• 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; products or processes may be related to, but not limited to, one or more HR functional 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
• 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

Required Qualifications:

• 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

Desired Qualifications:

• 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. Experience in HR Operations or Banking Operations, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Professional certifications such as SHRM-SCP, SPHR, or equivalent highly desirable
• Master's degree or MBA preferred

Job Expectations:

• 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.
• 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
• 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.
• Deep expertise in Banking technology or HR technology platforms including HRIS (e.g.e,Workday, SAP, Oracle, HCM) case management systems (e.g., Service Now), Workforce Management tools (e.g., Verint, IEX, Webex) and analytics tools (e.g., Power Bi, Tableau)

Posting End Date:

• Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit

Disability Inclusion at Wells Fargo

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

1. Third-Party recordings are prohibited unless authorized by Wells Fargo.
2. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.