Senior Group Manager WFM

The WFM Senior Group Manager is responsible for leading workforce planning services across a portfolio of accounts ensuring solutions align with client requirements operational objectives contractual commitments and regional business needs. The role leads a globally dispersed WFM team and acts as the primary interface between Operations Client Planning Recruitment Training Finance and Account Management incumbent will be accountable for delivering effective workforce strategies that optimize service delivery employee experience operational performance and business profitability. This includes forecasting capacity planning scheduling resource optimization and planning governance across assigned ResponsibilitiesServe as the primary WFM leader for assigned accounts balancing client satisfaction operational engagement planner development margin assurance and employee work-life and execute workforce strategies covering capacity planning site utilization skill alignment resource movement recruitment planning training planning and shift strategy accurate workforce plans and ensure effective communication of plans risks actions and progress to key end-to-end planning processes from client demand through forecasting scheduling and operational delivery ensuring alignment with business and contractual planning assumptions actuals and risks proactively identifying deviations and partnering with Operations Finance and Client teams to implement corrective workforce plans support delivery of contractual KPIs service levels productivity and financial coach and develop planning teams strengthening capabilities in analytics stakeholder management communication process improvement and workforce planning best a strong one-team culture encouraging collaboration across WFM Operations and Client governance planning standards account health reviews and continuous improvement initiatives in partnership with WFM business trends workforce data and client feedback to identify opportunities for improving efficiency service delivery employee experience and to estate and location planning strategies to ensure optimal resource deployment across global current with industry trends workforce management practices and planning additional duties as required to support business Skills & ExperienceStrong experience in Workforce Management including Forecasting Capacity Planning Scheduling and Real-Time leadership experience managing multi-site or global WFM analytical problem-solving and decision-making stakeholder management and communication skills with the ability to influence senior leaders and in workforce planning governance process improvement and operational performance to balance client expectations operational requirements employee engagement and commercial coaching mentoring and team development capabilities.

Qualifications :

Graduate with minimum 10-13 years of extensive experience in WFM covering all verticals and proven record to take more responsibility. Strong planning knowledge someone people want to be involved approachable passionate about our customers great service and their work. Experience of continually improving your teams ability to deliver the best customer service. Strong verbal and written communicator with good attention to detail Excellent understanding of internal systems and departmental procedures Strong team player with the ability to contribute and challenge yourself and the team Ability to read contractual documentation and schedules turning this into the appropriate reporting deliverables that meet this contractual obligation. Understanding of commercial framework and how this translates into daily practice maximizing revenue and mitigating risk. Ability to interact at all levels within the business and to clearly present the Planning functions into laymens terms adapting this to suit different audiences. Problem Solver with strong technical understanding and capability on planning tools calculations and services across the planning cycle. Experience working effectively within a Planning/Real Time environment sharing knowledge & learning openly and honestly. Experience in understanding WFM & reporting tools and interpretation of KPIs how these need to be displayed and reported Effective decision maker with demonstrable business acumen with strength in data management and operational reporting Clear confident and concise communicator with strong influencing skills and able to educate our people on the role the planning team plays if the business and gain buy in for change when required. Willing to travel when required to meet clients & OPS teams Flexible attitude and ability to work to tight timelines and in a dynamic environment without losing sight of priorities when required. Excellent understanding of statistical concepts.

Remote Work :

No

Employment Type :

Full-time