Senior Operations Manager, Workforce Management

What you’ll be doing: 

• Build and optimize robust capacity plans and staffing models for Compliance lines of business and new product launches.
• Develop strategies to improve cost and quality of Compliance Operations, in partnership with the Compliance and Customer Experience stakeholders.
• Play a critical role in identifying and analyzing areas of opportunity in Compliance Operations: gather data, document and communicate recommendations, obtain buy-in from cross-functional teams and drive initiatives through process improvements.
• Develop and manage cost model and OpEx forecast for Compliance Operations. 
• Lead execution of strategic and tactical plans to ensure operational and regulatory targets are met consistently with expected quality levels. 
• Create multiple What if staffing scenarios for Compliance Operations by identifying potential trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness.
• Work closely with multiple vendor partners to meet Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by the business.
• Partner with operations, finance, procurement and vendor teams to manage budgets, forecasts and resource allocation.
• Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.
• Periodically present to senior and executive management.

What we look for in you:

• Minimum of 5 years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
• Passionate about delivering a phenomenal Compliance Operations experience
• Expertise in capacity planning, forecasting in complex back-office environments
• Experience using spreadsheet tools such as Google Sheet or Excel
• Strong leadership and negotiation skills and the ability to effectively manage cross-functional and technical activities.
• Able to proactively collaborate with other departments to identify opportunities for improvement of resource utilization, and provide input on performance
• Excellent written and verbal communication skills required, including experience meeting with and presenting information to senior leadership and exec audience
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Able to work with large amounts of data to identify trends and patterns
• Strong analytical skill, with a passion for metrics and data; ability to apply in order to influence and drive decision making