Lead Business Accountability Specialist - Continuous Improvement

About This Role Wells Fargo is seeking a Lead Business Accountability Specialist for Continuous Improvement. Responsible for synthesizing process engineering, advanced technologies, and Organizational Change Management (OCM) into packaged frameworks and methodologies that mature operational IT practices and drive operational performance from "functional" to "pioneering". The goal is to empower risk and operational IT teams to work smarter and efficiently, stay secure and resilient, and embrace culture of continuous maturity.

In This Role, You Will

• Sit at the intersection of operations and strategy, turning complex requirements into streamlined workflows.
• Design and implement ITSM and Risk Management frameworks that don't just "check boxes" but actually improve the speed and quality of delivery.
• Move away from one-off fixes to build modular processes and tool configurations that can be "plugged in" across various departments.
• Embed risk thinking into operational workflows as a practical capability teams can use, then iterate for improvement.
• Identify and integrate AI-driven automation for predictive risk modeling, automated incident response, and self-service service management.
• Using OCM principles, you'll ensure that new processes aren't just launched-they are adopted. You'll guide teams through the "valley of despair" that often accompanies new tech and workflows.
• Maximize our current tech stack (e.g., ServiceNow, Jira Service Management, GRC tools) to ensure they are serving the process, not the other way around.
• In this role you will work head-down executing a ticket queue or maintain someone else's framework.
• This role stays engaged through adoption and own the outcomes your solutions produce.
• You will have executive sponsorship, access to tooling engineering, and a real appetite for efficiency across the organization. This is a role for a practitioner who has already proven they can do this work and is ready to do it at enterprise scale with room to shape the practice from the ground up.
• Teams are measurably more mature in how they manage services and risk - and they know why it matters.
• Create reusable frameworks, playbooks, and process assets are adopted across the enterprise - not sitting in a SharePoint folder.
• AI-enabled tooling is embedded in workflows where it adds clear operational value.

Individual Qualities:

• The Strategist: You have at least 5 years of experience maturing IT services and risk postures in complex, enterprise environments.
• The AI Enthusiast: You don't just know what LLMs are; you understand how to use AI and Machine Learning to automate governance, risk, and compliance (GRC) and ITSM/ IT Operations workflows.
• The Process Artist: You are well-versed in ITIL, COBIT, or NIST frameworks, and you are pragmatic enough to adapt them to real-world needs.
• The People Person: You understand that the best process in the world fails if people don't use it. You possess strong OCM skills to influence culture and behavior.
• The Tech Translator: You can talk shop with engineers and explain ROI to executives in the same hour.

Required Qualifications:

• 5+ years of risk management, business controls, quality assurance, business operations, compliance, or process experience, or equivalent demonstrated through one or a combination of the following: work experience, training, education
• 5+ years in ITSM, IT Risk Management, or IT Governance roles.
• 3+ year's experience in implementing /maturing Enterprise Service Management (ESM) platforms.
• 2+ year's experience with Organizational Change Management (OCM) methodologies (e.g., Prosci/ADKAR).

Desired Qualifications:

• Lean Six Sigma (Green Belt or higher) or equivalent continuous improvement certification.
• ITIL v4 or CRISC certification.
• Familiar with statistical analysis, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Exposure to process modelling techniques and standard notations like BPMN, UML, EPC, etc
• Well versed with process improvement techniques like Lean, Six Sigma etc
• Experience with Risk Identification Techniques like root cause analysis will be an added advantage
• Strong communication & collaboration skills to drive meetings with numerous stakeholders to achieve outcomes

Job Expectations

• There is no Visa Sponsorship available for this position.
• This position requires working in a hybrid environment from one of the posted locations.
• There is no relocation allowance available for this position.

Locations:

• Charlotte (1525 W WT Harris Blvd (CIC))
• Chandler, AZ (2600 S Price Rd. (Building B))
• Irving, TX (401 W Las Collinas Blvd.)

Posting End Date 1 Apr 2026

• 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.

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

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

Reference Number R-532851-1