Command Centre Team Lead

Position Description:

Role Overview
The Command Centre Workforce Management (WFM) & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations workforce planning and data reporting functions.
This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts ensuring optimal queue management resource allocation SLA attainment and data-driven decision-making. The position serves as the central coordination point between Operations Client Services IT and Leadership ensuring operational stability transparency and continuous improvement across the CGI/CI mutual fund back-office environment.

Key Responsibilities
1. Team Leadership & Governance

. Lead coach and develop Command Centre WFM and Reporting Analysts.
. Oversee workload distribution and manage team capacity across operational and reporting functions.
. Establish clear priorities performance standards and accountability measures.
. Conduct regular team meetings and provide ongoing coaching and performance feedback.
. Ensure strong cross-collaboration between operational oversight and reporting functions.
. Serve as an escalation point for operational workforce and reporting-related issues.


2. Command Centre Responsibilities
Queue Volume Management

. Ensure the right staff members with appropriate skillsets are assigned to the right queues at the right time to optimize processing performance.
. Consistently meet SLAs and maintain quality delivery.

Real-Time Monitoring & Volume Planning

. Monitor queue volumes and allocated resources throughout the day.
. Maintain direct contact with department leaders to meet intra-day and end-of-day SLA targets.

Trends Analysis

. Review and analyze daily weekly monthly and annual historical work volumes and FTEs.
. Forecast incoming volumes and staffing needs to support capacity planning and SLA attainment.

Absenteeism Lateness & Vacation Planning

. Plan weeks ahead for upcoming vacations to ensure adequate coverage.
. Account for potential absenteeism and lateness when planning staffing.
. Approve vacations based on departmental rules and skillset coverage.

Daily Huddles & Collaboration with Leaders

. Conduct daily and intra-day huddles with department leaders to discuss queue volumes resource allocation skillset training and work shift alignment.
. Adjust work shifts to maintain adequate staffing minimize overtime and support work-life balance.
. Ensure all Queue & Personal Folder work volumes meet SLA and quality standards.


3. Reporting & Data Analytics Leadership
Strategic Reporting & Dashboard Ownership

. Lead and represent Back Office and Client Services in data-focused strategic initiatives.
. Own and maintain dashboard architecture across departments.
. Expand dashboards to encompass all relevant KPIs and operational metrics.
. Ensure alignment of reporting outputs with departmental strategic goals.

Reporting Analyst Oversight

. Manage simultaneous reporting priorities (new and ongoing requests).
. Delegate responsibilities among analysts to manage capacity and deadlines.
. Conduct quality control on all reports and dashboards to ensure accuracy and consistency.
. Ensure reporting deliverables meet stakeholder expectations and governance standards.

Data Translation & Stakeholder Support

. Translate stakeholder requirements into actionable reporting solutions.
. Develop dashboards and reports using Tableau Power BI Excel and other reporting tools.
. Fulfill ad hoc data requests using appropriate systems and data sources.
. Serve as liaison between business stakeholders and IT when data is not readily available.
. Clarify reporting requirements and identify data dependencies.

Insights Optimization & Continuous Improvement

. Analyze patterns trends and operational sentiment to identify areas for improvement.
. Recommend improvements in training process efficiency back-office operations and client satisfaction.
. Identify opportunities for automation or efficiency improvements in reporting processes.
. Recommend client/advisor interactions or processes suitable for self-service solutions.
. Drive data-informed decision-making across Operations and Client Services.


Command Centre Goals
The Team Lead is accountable for ensuring:

1. Maximum processing performance across back-office operations.
2. Consistent attainment of SLA targets and quality standards.
3. Accurate timely and strategic reporting across departments.
4. A highly skilled cross-trained and optimized workforce.
5. Operational resilience during disruption events.
6. Continuous improvement driven by data insights.


Required Qualifications

. 4 years of experience in operations workforce management or reporting team lead role.
. Experience within financial services; mutual fund or transfer agency experience preferred.
. Strong understanding of SLA-driven queue environments.
. Advanced experience with reporting tools (Tableau Power BI Excel).
. Demonstrated leadership experience managing analysts or operational teams.
. Strong analytical forecasting and data interpretation skills.
. Experience managing business continuity and incident response processes.
. Excellent communication and stakeholder management skills.
. Relevant certifications in Workforce Management Data Analytics or Project Management (e.g. Six Sigma Lean PMP Agile) are preferred but not required.

Skills:

• Capacity Management
• English
• Incident Management
• Leadership
• Operations Management
• Strategic Thinking
• Workforce Management
• Data Analysis

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.