Workforce Management Analytics Lead

Key Accountabilities :

This role is responsible for :

Better experience for Customer and Colleague

Proven experience working in medium / large WFM environments and a physical retail environment, supporting multiple channels such as Lenders & Branch environment

Demonstratable experience in the use of Aspect WFM for scheduling, effective capacity planning and scenario creation to support business needs. Anaplan experience would be an added advantage.

Educating stakeholders about analytics and operational best practice.

Accurate forecasting of Demand and the impacts to BU performance

Advanced MS Excel skills and Power BI reporting capability as a minimum skill set, ability to interpret data and provide solutions and ideas relating to WFM strategies and plans

• Proactively managing risk;
• meeting all policy and compliance requirements;
• performing controls;
• adhering to process and procedures;

and escalating events, issues or breaches as they are identified.

Capabilities, Experience & Qualification Requirements :

Essential capabilities

Strong understanding of Aspect (eWFM / Alwaria), Anaplan

Excellent knowledge of software and spreadsheet applications (Excel, Access)

Ability to read, interpret and apply insights and recommendations

Ability to communicate complex information in a neutral and professional manner

Workforce management experience in Banking and Finance would be ideal

Other capabilities

Workforce analytics, time management and project management