Workforce Management Lead
Core
Leads the tactical execution layer of Workforce Management, integrating schedule optimization, weekly workforce steering, real-time operational control, and incident response to ensure service protection and cost efficiency.
Role type
Senior Workforce Management Lead (Scheduling & Intraday)
Builds
Structurally sound, compliant schedules (0–30 day horizon) and resilient intraday operations for a global money transfer platform.
Domain
Financial Technology (Fintech) / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and capability development, Tactical planning and schedule governance, Weekly workforce steering, Intraday performance monitoring, Incident management and command center leadership, WFM CoE governance and standardisation, Continuous improvement and execution excellence
Preferred skills
Lean Six Sigma (Green Belt), Advanced Excel/Spreadsheets, BI tools (Looker), SQL, Python
Technologies
Looker, SQL, Python, Excel
Responsibilities
Lead and develop Scheduling and Intraday WFM Specialists; Own end-to-end schedule publication governance; Lead weekly tactical workforce performance reviews; Oversee real-time service level, occupancy, and productivity monitoring; Act as the Workforce Command Center lead during operational disruption; Enforce WFM execution standards across Scheduling and Intraday.
Seniority
Senior, hands-on IC with team leadership