Lead HR Service Delivery Representative

About this Role

The Wells Fargo HR Operations team is seeking a Lead HR Service Delivery Representative to help evolve and scale our service delivery model. This role plays a critical part in optimizing operational processes through automation, artificial intelligence (AI), and data-driven insights to improve efficiency and enhance the employee experience.

This position serves as a hands-on leader and subject matter expert, ensuring high-quality service delivery across HR operations while guiding the team through complex work, driving process improvements, and strengthening risk and control practices.

In this Role, You Will:

• Ensure consistent, high-quality service delivery across HR operational processes, including employee document fulfillment, data administration, Power of Attorney and subpoena requests, and records compliance using tools such as Workday and ServiceNow

• Lead the design and implementation of new or enhanced processes, procedures, and self-service content, partnering with Product and Technology teams to leverage automation and AI capabilities (e.g., Copilot, Now Assist)

• Act as a subject matter expert to drive team performance and cross-functional effectiveness by providing guidance, resolving complex inquiries, and clarifying end-to-end workflows

• Translate customer feedback and survey results into actionable improvements by identifying trends, driving accountability, and ensuring follow-through across the team

• Perform and oversee complex operational work requiring sound judgment, risk awareness, and thoughtful planning; document decisions and escalate issues as needed

• Execute and oversee specialized HR operational tasks, including records management, reporting, and transactions across HR systems, while ensuring accuracy and compliance

• Lead day-to-day work prioritization and workflow management, assigning and redirecting work, removing blockers, and serving as the first point of escalation for team members

• Coach and mentor team members by providing real-time support, training, and feedback, while modeling strong case management, attention to detail, and customer-focused communication

• Support and strengthen risk and control practices, including participation in control reviews and ensuring data integrity and compliance with established standards

• Identify opportunities to improve processes, tools, and controls through innovation, data analysis, and continuous improvement efforts

Required Qualifications:

4+ years of Human Resources operations support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• Experience with Risk Control Self-Assessment (RCSA) practices, including control development, execution, and testing

• Experience reviewing and interpreting legal or compliance-related documents

• Strong quality review and audit skills with a focus on accuracy and detail

• Experience in HR process design, documentation, and procedure development

• Familiarity with HR technologies and emerging trends, including AI-enabled tools and automation

• Ability to conduct research and recommend process or business improvements

• Strong collaboration and stakeholder management skills across multiple functions and levels

• Excellent verbal and written communication skills

• Demonstrated critical thinking skills, including the ability to leverage data and analytics in decision-making

• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, Outlook)

• Strong attention to detail with a focus on data integrity, risk mitigation, and operational excellence

• Ability to manage multiple priorities while maintaining high performance standards

Job Expectations:

• This position offers a hybrid work schedule

• This position does not offer visa sponsorship

• This position does not offer relocation

Posting Locations:

• Minneapolis, MN

• Charlotte, NC

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

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.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. 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.

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:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.