Senior Director, Process Management- Workforce Operations & Enablement (Hybrid)
Core
Lead an organization of process managers and analysts to deliver workforce services, improve network efficiency, and drive results for the International Card Agent Servicing workforce.
Role type
Senior Director, Workforce Operations & Enablement
Builds
Short term planning, scheduling, network health, and workforce infrastructure solutions
Domain
Banking / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process Management, People Management, Strategic Planning, Data Infrastructure Investment, Cross-functional Partnership, Stakeholder Management
Preferred skills
Workforce Management, Supply Planning, Network Management, BPM, PMP, Lean, Agile, Six Sigma
Technologies
Google Suite, Microsoft Office
Responsibilities
Lead moderate to large size teams to drive complex workforce processes; Design, develop, and manage process initiatives to improve business outcomes; Monitor and take action on network health; Partner cross-functionally with Product, Tech, Operations and Business analysis teams; Build relationships and collaborate with key stakeholders to ensure delivery of commitments; Serve as subject matter expert on workforce process improvement initiatives
Seniority
Senior Director, strategic leadership & team management