Manager - Workforce Management & DAA Oversight
Core
Lead a team supporting customers experiencing financial difficulty while managing workforce strategies, forecasting, and operational oversight for the Customer Assistance team.
Role type
Manager, Workforce Management & Operations
Builds
Flexible and scalable workforce to manage fluctuating call and case volumes; sustainable service delivery across multiple brands.
Domain
Financial Services / Collections & Hardship
Required skills
People leadership, workforce planning, forecasting, operational performance management, regulatory compliance, data analysis, stakeholder management, team coaching, strategic planning, resource optimization
Preferred skills
Experience in collections or hardship functions, empathy, problem-solving in fast-paced environments, ability to balance customer needs with business priorities
Technologies
Workforce management tools
Responsibilities
Lead a team of specialists to support customers in financial difficulty; develop and execute workforce strategies and forecasts; oversee delegated authorities and compliance frameworks; optimize resources using data insights; partner with business leaders to meet obligations and drive customer outcomes.
Seniority
Manager, hands-on IC with team leadership
