Lead Business Execution Consultant

About the role:

Wells Fargo is seeking a Lead Business Execution Consultant. We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow. 

In this role, you will:

• Lead cross functional teams to strategize, plan, and execute a variety of programs, services and initiatives
• Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate
• Review strategic approaches and effectiveness of support function and business performance
• Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations
• Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans
• Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives
• Influence, guide and lead less experienced Strategy and Execution staff within the group

Required Qualifications:

5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• CRM Application:
• Provide day-to-day support for CRM system users, troubleshooting issues and providing solutions in a timely manner.
• Work with internal teams to resolve application-related challenges and improve system functionality.
• Assist with system configuration, enhancements, and customizations based on user feedback and business requirements.
  
• Shared Mailbox Onboarding:
• Manage and oversee the onboarding process for shared mailboxes within the CRM system, ensuring smooth integration and functionality.
• Coordinate with IT and relevant stakeholders to ensure the shared mailbox is properly set up, configured, and accessible by the appropriate teams.
• Train users on how to manage shared mailboxes, ensuring they understand the workflow, best practices, and how to maximize their use within the CRM environment.
  
• Data Reconciliation
• Ensure seamless data synchronization and reconciliation between the Exchange server and the CRM platform, ensuring all user interactions, emails, and related data are captured accurately in the CRM system.
• Collaborate with the IT team and CRM administrators to troubleshoot and resolve any data discrepancies between the Exchange server and CRM system.
• Work to ensure that all communication data (e.g., emails, calendar appointments, contacts, etc.) are correctly integrated into the CRM, providing a complete view of customer interactions.
• Regularly monitor data flows, identify inconsistencies, and implement corrective actions to ensure complete and accurate data capture across platforms.
  
• User Training & Support:
• Deliver training sessions to new and existing users on CRM functionalities, shared mailbox setup, and usage.
• Develop and maintain user documentation, training materials, and FAQs related to CRM systems and shared mailbox processes.
  
• Collaboration & Communication:
• Act as a liaison between business users and technical teams, ensuring that CRM needs are met while aligning with business goals.
• Collaborate with cross-functional teams to identify opportunities for process improvements within CRM workflows.
  
• System Maintenance & Updates:
• Participate in regular system audits, updates, and patch management to ensure CRM systems are up to date and functioning optimally.
• Work with the CRM administrator or IT department to troubleshoot and resolve technical issues as needed.
• Proven experience with CRM systems (Salesforce, Microsoft Dynamics, etc.) and their functionality.
• Experience in shared mailbox management and onboarding within a business environment.
• Strong understanding of data integration and reconciliation processes, particularly between Exchange Server and CRM systems.
• Strong background in omni-channel customer service, and other integrated systems.
• Experience with email synchronization tools and technologies (e.g., Microsoft Exchange, Office 365).
• Strong analytical and problem-solving skills with the ability to troubleshoot and resolve data discrepancies.
• Experience with user documentation and training materials creation.
• Familiarity with Agile methodologies and project management principles.
• Familiarity with data analytics and reporting tools related to CRM systems is a plus.
• Experience with Jira boards
• Microsoft Dynamics 365 certifications (such as Microsoft Certified: Dynamics 365 Fundamentals) are an advantage.
• Microsoft Certified: Dynamics 365 Fundamentals (Required)
• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (Required)
• Pega Certified: Business Architect (a plus)