Brandon Gray
Phoenix,AZ
Summary
Strategic leader in financial banking with a focus on operational efficiency across multiple divisions. Expertise in employee relations, internal controls compliance, customer experience, and team development. Skilled in fostering cross-functional collaboration to drive impactful initiatives and deliver results.
Overview
19
19
years of professional experience
Work History
Lead Controls Officer
Wells Fargo
Phoenix, Arizona
07.2024 - Current
- Partnered with business leaders to streamline service delivery operations across enterprise initiatives.
- Acted as key escalation point for complex operational and customer-impacting issues, ensuring structured resolutions.
- Collaborated with Fraud, Risk, Product, Technology, Legal, and Operations team to resolve issues effectively.
- Identified and implemented enhancements to service delivery processes, driving operational efficiency.
- Delivered actionable reporting and insights to leadership, enabling informed decision-making.
Lead Compliance Officer - Ethics Office
Wells Fargo
Phoenix, Arizona
12.2022 - 07.2024
- Facilitated resolution of complex employee issues for customer-facing teams and leadership, promoting fair outcomes.
- Acted as trusted advisor to leaders and HR partners on employee relations, including conflict resolution and policy interpretation.
- Collaborated with HR, legal, conduct teams, and operations to address escalations and reduce organizational risk.
- Applied sound judgment guiding leaders through formal disciplinary actions and addressing employee concerns.
- Analyzed trends in complaints and escalations to drive process improvements and enhance employee experience.
- Oversaw complaints mailbox, ensuring timely resolutions and effective follow-up actions.
Senior Controls Specialist
Wells Fargo
Phoenix, Arizona
04.2021 - 12.2022
- Supported operations in consumer and small business lending, ensuring compliance and effective service delivery.
- Collaborated with fraud and operations teams to address issues affecting customer experience, facilitating smoother service resolution.
- Identified operational gaps and implemented improvements, resulting in enhanced service quality.
- Participated in testing and validation efforts, ensuring successful implementation of customer-facing changes.
Project Program Manager
USAA Federal Savings Bank
Phoenix, Arizona
08.2019 - 04.2021
- Executed strategic project plans, leading cross-functional teams to align on objectives and ensure successful delivery.
- Coordinated project timelines and deliverables, engaging stakeholders across the organization to maintain transparency and commitment.
- Facilitated risk assessment sessions, identifying potential challenges early to mitigate impacts on project success.
Regional & Business Banking Leader
Wells Fargo
Phoenix, Arizona
01.2007 - 08.2019
- Gained 12 years of frontline banking experience supporting employees and customers with deposit accounts, cards, and credit products in branch and contact center environments.
- Led large, multi-site teams in branches and contact centers to enhance operations for retail and small business customers.
- Managed frontline employees and managers, emphasizing performance coaching and team development to enhance service delivery.
- Resolved complex employee relations issues, including performance conflicts and escalations, ensuring compliance with HR policies.
- Coached leaders on employee management practices, disciplinary actions, and strategies for cultivating a positive workplace culture.
- Handled sensitive employee situations with discretion while maintaining confidentiality and professionalism.
Education
Associate of Arts - Businesses Communication
Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZ05-2023
Bachelor of Arts - Business Communication
Arizona State University
Tempe, AZ05-2026
Skills
- Risk and Compliance
- Controls
- Project Risk Management
- Compliance Training
- Issue Management
- Operations
- Stakeholder Engagement
- Customer Experience
- Leadership
Timeline
Lead Controls Officer
Wells Fargo
07.2024 - Current
Lead Compliance Officer - Ethics Office
Wells Fargo
12.2022 - 07.2024
Senior Controls Specialist
Wells Fargo
04.2021 - 12.2022
Project Program Manager
USAA Federal Savings Bank
08.2019 - 04.2021
Regional & Business Banking Leader
Wells Fargo
01.2007 - 08.2019
Associate of Arts - Businesses Communication
Maricopa Community Colleges, Paradise Valley Community College
Bachelor of Arts - Business Communication
Arizona State University