Manager, Process Management, Workforce Management - Hybrid

Manager, Process Management, Workforce Management - Hybrid

 As the Manager of the Workforce Experience Team, you will lead a group of data and reporting professionals. This team is responsible for delivering critical key performance indicators (KPIs), including supply, demand, real-time network, and application access monitoring to support Channels Operations. Success in this role requires a strong command of data coding languages and analytical tools such as Tableau and Quicksights. You will be expected to collaborate closely with Workforce Management functional teams, Channels Operations leaders, and other support groups to translate data into strategic, value-add insights that drive informed business decisions.

We are seeking a dedicated and disciplined process professional to join our horizontal process support team, which underpins a global contact center operation. This role requires the ability to effectively communicate and influence partners across the enterprise and at all organizational levels. Success hinges on strong analytical skills, meticulous attention to detail, and the agility to thrive in a dynamic environment. This individual must possess strong leadership and collaboration skills to successfully partner with, direct, and deliver work through others, ensuring the flawless execution of data and process improvement projects.

Partnerships & Stakeholder Management:

• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design; ability to influence key stakeholders and gain buy-in by providing clarity on key issues and options to solve.

• Foster a collaborative and inclusive work environment that encourages creativity, innovation, and professional growth

• Empower and Inspire a team of workforce professionals to Change Banking for Good

Core Responsibilities: 

• Manage and sequence delivery of reporting intent, build data requirements and execute against the Workforce reporting strategy. Oversee multiple projects and programs concurrently

• Support multiple types of data environments including supply/demand views, scenario plans for Channels LOB, and key initiatives across the organization

• Provide subject matter expertise on data ecosystems and insights supporting contact center processes when representing the Workforce department in Channels/Card programs & projects

• Develop strategic ideas by leveraging technology to solve business challenges, including increased data & reporting simplicity and flexibility; leveraging data to enhance business outcomes for Workforce functional teams

• Deliver oversight of Channels key network planning processes, and maintain a high bar for process excellence for both existing processes and strive toward new process improvements

• Partner across a broad range of teammates and stakeholders to implement contact center changes; drive work and results through others with deep partnership and collaboration

• Solid people leadership experience: Ability to build and leverage the capabilities of a high-performing team, as well as business partners across the enterprise. Foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results

• Clear results orientation: display an intense focus on achieving both short and long term goals.  Able to drive and execute an agenda in an always changing contact center environment 

Location: This role is hybrid, where you will be expected to spend 3 days per week working in office and the remainder of the week working virtually.

Basic Qualifications: 

• High school diploma, GED or equivalent certification

• At least 3 years of experience in Workforce Management or Contact Center environment

• At least 5 years of experience in Process Management or Data Analysis

• At least 3 years of People Management experience

Preferred Qualifications: 

• Bachelor's Degree in Business Management, Process Management, Project Management, Risk Management, Communications, Computer Science or Information Systems

• At least 8 years of experience in Process Management or Data Analysis

• At least 5 years of People Management experience

• At least 10 years of exper