Head of Affluent Segment Communications

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity, and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

Affluent serves customers with $250,000 or more in deposits and investment assets and works within Consumer & Small Business Banking, and with Consumer Lending, Wealth & Investment Management and other enterprise partners to meet the specific – and often complex – financial needs of our affluent customers. 

The Role
The Head of Affluent Segment Communications will lead a team responsible for the communications strategy in Affluent including development, delivery, and design of all communications for the segment. The leader will be responsible for managing communication delivery modes to include written distributions, websites, videos, regular email communications, coordination of national affluent calls and conferences to support the growth of the affluent segment. Finally, this leader will direct a communication process designed to support the affluent customer, employee experience, relationship management, working with other key partners, and growth of our affluent customer base. 

Key programs may include but are not limited to: 

• Affluent websites
• Leadership messaging
• Conference calls and meeting strategies
• Materials being delivered for training in the field
• Regular email communications
• Social media
• Affluent video series 

This leader will need to develop and manage the implementation for the Affluent segment communications strategy working with key partners like corporate communications, compliance, risk, control, legal and branch banking communications. The leader will interact on a regular basis with executive level management and key partners requiring negotiation of complex, sensitive issues to influence and promote the line of business with employees/customers/consumers. This leader will also manage a team engaged in designing and developing all of these communications, exercising the usual authority of a manager and leader.

Key Responsibilities Include:

• Facilitates and executes communication of strategies across business lines for the Affluent segment 
• All internal communications for Affluent to include crisis management (unplanned) communication needs
• Provides regular feedback on communication of risks, gaps, and opportunities
• Develops a roadmap, calendar, and communication strategy for successful implementation Affluent initiatives 
• Manages the amount of Affluent communication being introduced into the system while balancing existing and upcoming initiatives with Affluent and also Branch Banking and other key partners 
• Full communication integration with all parts of Affluent strategy and partners across multiple lines of business including but not limited to Branch Banking, WIM, Product, Marketing, Legal, Risk and Compliance
• Partners with Affluent Consultant and Affluent Business Manager teams on readiness 
• Partner with marketing and corporate communication on websites, videos, and script content
• Partner with the Affluent Development team with the coordination of conference call series, content development and preparation of speakers 
• Enhance internal communication strategy and ensure daily, weekly, and monthly cadence on Affluent priorities 
• Liaison with Marketing, Branch Banking, WIM, and product areas to enable coordination and consistency of messaging
• Coordinate messaging across the Affluent leadership team 
• Partner with the Affluent development team on messaging and content for virtual and in person Affluent conferences 
• Collaborate effectively across the Growth Initiatives Strategy and Communications team in Branch Banking on Customers First and “like” content specific to Affluent  
• Play an instrumental role through partnership with marketing on social media related to Affluent 
• Deeply integrated for presentation and messaging purposes across all the Affluent leadership teams to help with messaging and coordination. Examples include, but are not limited to, working with Affluent Business Managers, Affluent Consultants, Internal Affluent Consultants, Change Management, etc. 
• Single point of contact and approval for all types of affluent communications
• Identify any internal processes that produce a less than favorable experience and determine opportunities for improvement. 
• Develop new innovative approaches to communicating with all levels of branch employees and leaders (text, pop up messaging, chat features and other channels) 

As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. 
Specifically, you will:

• Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them
• Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing, and developing team members, identifying, and managing risks, and completing daily management tasks

The Candidate 
The successful candidate will have experience leading a best-in-class team leveraging highly effective business, design, process, and tools practices that enable branch employee success in support of critical business growth initiatives and strategic priorities. 

• Must have strong relationship and change management and proven leadership skills, with solid conflict management, negotiation, and organizational effectiveness techniques 
• Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight 
• Proven success recruiting, inspiring, developing, coaching, and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management Exceptional risk management and compliance knowledge and skills 
• Proven success building and maintaining strong credible relationships with key stakeholder groups including executive management, regulatory examiners, and internal auditors
• Strong written, oral and presentation communication skills; ability to guide discussions at multiple management levels and simplify the complex. Advanced proficiency in PowerPoint and Excel is critical 

• 6+ years of management experience
• 8+ years of experience in one or more of the following functional areas: business process, quality assurance, strategic planning, or project management

• Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex
• Demonstrated experience leading communication experience related efforts 
• 10 years of successful management experience in strategic planning and leading communication initiatives
• Outstanding problem solving and analytical skills with ability to turn findings into strategic imperatives 
• Ability to lead multiple, competing priorities and make decisions with imperfect information
• Ability to negotiate and influence at all levels of leadership and across peer groups
• Knowledge and understanding of communications development in financial services industry and Affluent segment 
• Experience developing and executing communication strategies by collaborating with large, matrixed teams
• Experience developing communications leveraging multiple channels for creative storytelling
• Experience developing integrated communications strategies and plans that align with business objectives
• Experience with communication planning and execution
• Strong relationship management and proven leadership skills, with solid conflict management, negotiation, and organizational effectiveness techniques with senior business leaders
• Demonstrated ability to manage effectively in a heavily matrixed organization with a high degree of initiative and strong ability to meet key responsibilities with limited direction and oversight
• Ability to communicate powerfully and prolifically to senior and executive leaders and simplify the complex.
• Ability to influence without direct authority, create and manage (while achieving results) large-scale change and influence people at all levels of the organization
• Experience developing partnerships and collaborating with other business and functional areas
• Demonstrated application of risk principles to products and procedures for significant and geography dispersed businesses
• Proven success recruiting, inspiring, developing, coaching, and motivating team members through balanced leadership with a focus on team member engagement and retention and performance management

• Ability to travel up to 15% of the time

• All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
  
  Relevant military experience is considered for veterans and transitioning service men and women.
  Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.