Manager, Workforce Management

4 weeks ago

Bengaluru, India Standard Chartered Bank Full time

RESPONSIBILITIES

People & Process

Responsible to track and analyse day to day performance of SCB contact centres supporting multiple countries with regard to service level and resource planning across all segments and channels. Establish a channel of communication with all V&V markets for seamless data exchange and regular dialogue. Provide adequate on-call support to local WFM POCs based in different geographies to iron out any capacity related issues Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Brings people along to embrace sustainable change to deliver desired change outcomes. Identifies and takes ownership of opportunities presented through ambiguous situations, generating creative ideas/solutions. Carries out systematic analysis to identify the root cause of problems and makes informed judgments. Challenges the status quo to simplify, rationalise or develop products, processes, or services to meet the needs of our internal/external customers. Co-ordinate workforce management meeting with key stake holders covering off previous, current and future performance indicators and providing expert recommendations to maximise key KPIs Monitor Global KPIs daily and comprehend the reason behind SL failure and provide recommendations Provide effective inputs for optimal service delivery in multi-skilled environment with multi-lingual contact centres Identify the opportunity areas for HC saves and efficiency gain across each V&V market through agile techniques and merger Experience of managing planning for special days, planned maintenance activities and Avaya Management

Compliance Risk And Money Laundering Prevention Requirements

To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control  Ensurefulfillment of rolethat obligations to prevention of money launderingunder the Group Policy and Standards and under local laws and regulations are complied with Ensure processing and decision making are compliant with Departmental OperatingInstructions and within the timelines and accuracy standards specified Upholdthe values of the group & company at all times Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.

Regulatory & Business Conduct 

Display exemplary conduct and live by the Group’s Values and Code of Conduct.  Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct. Lead to achieve the outcomes set out in the Bank’s Conduct Principles  Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key Stakeholders

IN Hub CCC

Other Responsibilities

Embed Here for good and Group’s brand and values, Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate 

> 8 years of domain experience in leading WFM activities like Real Time Management, Scheduling and Performance Management in Contact Centre Minimum 4-year experience as a WFM People Leader Must have exposure to WFM applications like NICE, Verint, Aspect and extensive experience in reporting from telephony platforms like Avaya and Genesis Sound with WFM practices like Line Adherence, Schedule Adherence, Occupancy, Utilization and Leakage tracking

Role Specific Technical Competencies

Verint MS Excel, Macro NICE (IEX)

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