SVP, Workforce Management & Capacity Forecasting
Core
Enterprise leader responsible for ensuring the right workforce capacity to deliver exceptional client experiences across inbound service channels and operations processing functions.
Role type
SVP, Workforce Management & Capacity Forecasting
Builds
Scalable service delivery across contact center operations, digital engagement channels, and operational processing teams.
Domain
Financial services / Wealth management / Service Operations
Deliverable
production ML models | dashboards & analysis | infrastructure
Required skills
Workforce management strategy, enterprise forecasting, capacity planning, operational analytics, process optimization, team leadership, AI/automation integration
Preferred skills
Financial services industry experience, AI/ML implementation, Generative AI/agent-assist technologies, operations research, large-scale workforce transformation
Technologies
Workforce management systems, predictive analytics platforms, AI/automation tools, digital service channels
Responsibilities
Develop workforce capacity and planning strategy; lead enterprise forecasting and optimization; build workforce management capability; leverage AI and analytics; partner with business leaders on growth objectives; establish governance and metrics; evaluate digital channel impact; influence organizational readiness for business events; build and lead high-performing teams; advise executive leadership on workforce trends.
Seniority
Senior, strategic leadership & team building
