Urgent Search) Assistant Manager – Business Finance

2 days ago

Bengaluru, Karnataka, India [24]7 Full time
Role: Assistant Manager – Business Finance

Work Mode: Hybrid

Working Hours: 2 PM to 11 PM IST(Support Latam Region)

Role summary

Seeking an Assistant Manager – Business Finance who will leverage WFM expertise from BPO environments to build forecasts, automate reporting in Excel/VBA, and partner with Finance on budgeting, variance analysis, and KPI tracking; the role blends operational planning with financial analytics and process automation.

Responsibilities

- Build, maintain, and improve demand forecasts and capacity plans that align staffing and cost with service targets, using historical trends and time-series methods.
- Translate Ops outputs into financial implications (budget, run-rate, productivity, capacity cost curves) and support monthly/quarterly forecasting cycles.
- Automate recurring reports and reconciliations in Excel using advanced formulas, Power Query, and VBA/macros; ensure data integrity and version control.
- Create and maintain dashboards for operational and financial KPIs (AHT, SL, Occupancy, Shrinkage, FTE, $/contact, variance vs. plan) for leadership consumption.
- Perform Weekly performance analysis to explain variances vs. forecast; recommend headcount, shift, or policy adjustments with quantified financial impact.
- Partner with Operations, and HR on hiring plans, shift strategies, overtime policies, and leave planning to balance service levels and costs.
- Standardize and document planning models, data definitions, and automation logic; provide user training and handover notes.
- Continuously improve planning accuracy and report cycle times through process optimization and tooling enhancements.

Must-have qualifications

- 3–6 years in WFM within a BPO/contact Center covering forecasting, scheduling, and intraday management.
- Strong quantitative skills: proven ability to analyse large datasets and derive actionable insights.
- Advanced Excel skills including nested formulas, PivotTables, Power Query/Power Pivot; hands-on VBA for report/process automation.
- Experience building and maintaining standardized dashboards and automated KPI reporting.
- Business partnering exposure with Finance or Operations on budgets, plans, and performance reviews.

Nice-to-have

- Exposure to financial modelling (driver-based models, scenario/sensitivity analysis) and forecasting techniques.
- Familiarity with SQL/Access or integrating Excel with external data sources for robust data pipelines.
- Knowledge of contact Center/WFM platforms and metrics (AHT, SL, Occupancy, Shrinkage, Adherence).

Key competencies

- Problem solving and structured thinking; ability to link operational drivers to financial outcomes.
- Stakeholder management across Finance, Operations, and HR; crisp written and verbal communication.
- Process orientation with a bias for automation, documentation, and control.

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