About this role
• Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning). • Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation. • FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce. • Assigning employees to schedules based on their preferences and business rules and managing intraday activities. Analyzes workflow and staffing work assignments to ensure operational benchmarks are met. • Monitors the department’s performance through reports and raw data. Works directly with the leads to coordinating daily activities across functional units. • Responsible for accurate reporting of the daily, weekly, and monthly SLAs. • Incident management - Identifies, documents and reports systems performance issues as they impact the department. Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements. • Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk while executing complex business processes, to protect the organization from undue risks. • Good Understanding for Financial Industry regulatory requirements • Ability to define escalation procedures for new business lines and enhance existing on a per need basis • Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position. • Thrive in complexity – you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven. • Provides recommendation for capacity improvements based on trends and contributes to annual efficiency target