Consumer and Community (CCB) Banking Operations:
Consumer and Community Banking Operations consist of a team of 36,000 employees who deliver customer service and support to consumers and small business owners.
The Workforce Management Team is part of Consumer and Community Banking Operations and its primary responsibilities include; real time performance management, specialist scheduling, short-term forecasting, and workforce management tool deployment and administration.
Key position responsibilities include:
- Manage a team of 200+ headcount primarily focused on specialist scheduling, real time management, specialist schedule changes, short-term forecasting and workforce management platform administration.
- Monitor daily service and staffing levels to ensure business goals are being achieved
- Partner with CCB Operations Leadership to develop strategies to achieve customer & financial objectives
- Deploy workforce management efficiency tools to drive operating efficiency across CCB Operations
- Develop and execute schedule optimization activities and make recommendations to manage supply needs against business demands
- Analyze specialist activity to identify employee experience improvements
- Design or partner with the reporting/analytics organization to develop management reporting packages to communicate business result transparency to all constituents
- Establish and maintain foundational data needed to support Operations workforce planning activities. Ensure data and reporting framework provide insight and controls over workforce planning activities; developing exception based analytical tools to drive timely actions
- Collaborate with business partners (Legal, HR) to ensure all business practices are consistent with expected standards
Successful candidates must be able to:
- Exhibit strong people leadership skills with demonstrated ability of operating with high standards
- Recommend and drive organizational technology improvements including but not limited to automation or artificial intelligence innovation
- Attract and retain talent
- Develop strong relationships and partnerships across functions to execute an integrated operational and financial planning process
- Ability to analyze, interpret and translate metric performance into business insight
- Ability to package and present projections, performance trends, and performance outlooks in an executive format
- Communicate and interact effectively with Executive Management to convey business performance trends
- Navigate and negotiate organizational complexities to influence decision makers
- Bachelors degree is required, Workforce Management experience is preferred
- 15+ years of progressive leadership experience, 10+ years in a large scale service environment (financial services industry preferred)
- Excellent analytical and problem solving skills with strong software skills
- Strong communication, presentation and writing skills
- Demonstrated management and people leadership skills preferably in a large company
- Demonstrated understanding of business value drivers and aligning teams to achieve business objectives
- Proven track record in bringing change and managing adoption in a large organization
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