Workforce Management Operations Partner

About the role

In this pivotal position, you will act as a crucial link between the Workforce Management (WFM) team and the operational divisions located in Hyderabad. Your primary responsibility will be to guide operational leaders in implementing WFM strategies effectively, ensuring that their decisions align with our objectives concerning service quality, cost efficiency, and scalability. This role is designed for someone who thrives in a dynamic environment and is passionate about driving operational excellence.

Key facts

What you'll do

• Serve as a strategic advisor to influence key operational decisions, moving beyond basic tasks such as scheduling or daily management.
• Simplify intricate WFM metrics into actionable business insights, enabling leaders to grasp the implications of their decisions.
• Constructively challenge senior stakeholders when their operational choices could jeopardize workforce planning.
• Provide mentorship and guidance to Intraday and Scheduling Specialists, enhancing their decision-making capabilities and professional growth.
• Foster a shift in the operational culture from a reactive approach to a proactive, data-informed planning strategy.
• Lead the implementation of new frameworks and playbooks across various business units to standardize processes.
• Collaborate with cross-functional teams to ensure alignment on workforce strategies and operational goals.
• Analyze workforce data to identify trends and provide recommendations for improvement in operational efficiency.
• Develop and maintain strong relationships with stakeholders to facilitate effective communication and collaboration.
• Prepare and deliver presentations to senior management, summarizing WFM insights and recommendations.
• Monitor and report on the effectiveness of implemented changes, adjusting strategies as necessary to meet evolving business needs.

Requirements

• A background of 2 to 4 years in Workforce Management or Operations, particularly in high-volume settings like contact centers or shared services.
• Familiarity with regulated operational environments, especially in areas such as Know Your Customer (KYC) or Financial Crime (FinCrime).
• Proficiency in articulating complex WFM concepts, such as Erlang calculations, shrinkage, and occupancy rates, to individuals without a technical background.
• Demonstrated experience in managing relationships with stakeholders, including direct collaboration with department heads.
• Willingness to work during weekends and public holidays as the business demands.
• Strong analytical abilities, with a keen focus on recognizing trends and leading indicators that impact operations.
• Experience in change management and the implementation of new operational processes to enhance efficiency.

Nice to have

• Practical experience with schedule optimization techniques and tools that enhance workforce planning.
• Familiarity with data visualization tools to present workforce metrics effectively.
• Understanding of financial services operations and their unique challenges.

Skills & tools

• Proficient in Workforce Management principles and best practices.
• Strong analytical reasoning and problem-solving skills.
• Effective stakeholder management capabilities, fostering collaboration across teams.
• Experience in change management, particularly in operational settings.
• Knowledge of financial services operations and regulatory requirements.

Practical notes

• This position involves a dotted-line reporting structure for mentoring purposes, rather than direct management of personnel.
• A collaborative mindset is essential, as is the ability to adapt swiftly to changes within the organization and its operational strategies.
• The role requires a proactive approach to identifying opportunities for improvement and driving initiatives that enhance workforce efficiency.

In summary, the is a vital role that combines strategic influence with operational expertise. If you are passionate about workforce management and thrive in a fast-paced environment, we encourage you to apply and join our team in Hyderabad. Your contributions will play a significant part in shaping our operational success and ensuring we meet our service and efficiency goals.

About the company

Wise (formerly TransferWise) is a financial technology company that provides international money transfers and multi-currency accounts. Founded by Kristo Käärmann and Taavet Hinrikus in 2011, Wise went public on the London Stock Exchange in July 2021 and moves over $12 billion per month.