Head of Workforce Operations Manager

2 weeks ago

London, Greater London, United Kingdom Wise Full time

About Wise

We're a global technology company building the best way to move and manage money. Our mission is to make the world more accessible and save people money.

As a key member of our team, you'll play a crucial role in helping us achieve our goal. We're looking for an experienced leader to join our Workforce Management team and drive our efforts in creating an effortless servicing experience for our customers.

Job Description

We're seeking a strategic and tactical leader to join our Servicing Scale leadership team. As the Head of Workforce Management, you'll lead our ~ 50-member Workforce Management operations teams spread across 4 locations globally. Your main objective will be to design and implement efficient workforce management processes to ensure our customers receive the best possible service.

Your Key Responsibilities:

  • You'll work closely with our program managers to build scalable and automated workforce management processes.
  • You'll lead the development of tight Workforce management processes, including intraday, forecast-based scheduling, capacity management, and incident management.
  • You'll ensure that all new and existing Servicing queues have effective Workforce management processes applied to them.
  • You'll work with senior leadership across our Servicing tribe to ensure we have the right people in the right places doing the right things to serve our customers.

About the Role

This role offers a unique opportunity to solve a truly global challenge and make a significant impact on our business. You'll have the chance to build and lead a global WFM team, drive our efforts in creating an effortless servicing experience, and contribute to our mission to make the world a more accessible and save people money.

Requirements

  • You're a strategic and tactical leader with at least 5-10 years of experience in a people lead role and 5 years of experience working in a Workforce Management team.
  • You have a strong understanding of the WFM life cycle, including forecasting, capacity planning, scheduling, and real-time management.
  • You're passionate about leading people, building teams, and making a difference in your work.
  • You have excellent analytical skills and experience working with large amounts of data.
  • You're comfortable working with BI tools like Looker and have advanced Excel/Spreadsheets skills.
  • You welcome an open feedback culture and are happy to give and receive feedback.
  • You're a team player who is committed to delivering results and making a positive impact.

What We Offer

As a member of our team, you'll enjoy a competitive salary, flexible working arrangements, and a range of benefits, including paid annual holiday, sick days, parental leave, and 6 weeks of paid sabbatical after 4 years at Wise. We're proud to have a truly international team and celebrate our differences. We believe that inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission, and able to progress in their careers.

Our mission is to make the world more accessible and save people money. We're a global technology company building the best way to move and manage money. As a key member of our team, you'll play a crucial role in helping us achieve our goal. We're looking for an experienced leader to join our Workforce Management team and drive our efforts in creating an effortless servicing experience for our customers. If you're passionate about leading people, building teams, and making a difference in your work, we'd love to hear from you

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