Global Workforce Management Analytics-Senior Vice President

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Job Overview

The Senior Vice President – Global Workforce Management Analytics is a senior leadership role responsible for driving enterprise‑wide workforce planning, optimization, and analytics across Global Operations. The role partners closely with Operations, Business, and Workforce leaders to ensure the organization has the right capacity, skills, and deployment to meet customer demand efficiently and safely.

This role leads analytics that enable demand forecasting, capacity planning, scheduling optimization, productivity management, and workforce risk mitigation. The SVP will also drive the adoption of AI‑enabled workforce solutions and build future‑ready WFM analytics capabilities to support evolving operational models.

The position requires strong operational judgment, advanced analytical thinking, and the ability to influence senior leaders through data‑driven insights.

Key Responsibilities

Global Workforce Management Strategy

Define and execute a global Workforce Management (WFM) analytics strategy aligned with Operations, customer demand, cost efficiency, and risk objectives.

Serve as a senior advisor to Operations and Workforce leaders on capacity, staffing, and workforce optimization decisions.

Identify systemic opportunities to improve workforce efficiency, flexibility, and resilience through analytics.

Demand Forecasting & Capacity Optimization

Lead analytics supporting:

Short‑ and long‑term demand forecasting

Capacity planning across geographies, functions, and skill pools

Staffing models aligned to volume, complexity, and service‑level requirements

Ensure forecasting models are robust, scalable, and continuously refined based on performance and business changes.

Drive insights that balance service delivery, employee experience, cost, and risk.

Scheduling, Productivity & Utilization Analytics

Drive analytics to optimize:

Workforce scheduling and shift designs

Utilization, shrinkage, and productivity

Intraday and real‑time workforce performance

Partner with Operations leadership to translate productivity insights into executable actions.

Support consistent global standards while enabling regional flexibility where required.

AI Adoption & Advanced Workforce Analytics

Drive the responsible adoption of AI, machine learning, and optimization techniques in workforce forecasting, scheduling, and capacity planning.

Partner with stakeholders to move AI‑enabled WFM solutions from pilots to scaled, embedded operational usage.

Ensure workforce analytics solutions are explainable, auditable, and aligned with risk and regulatory expectations.

Monitor emerging trends in WFM, automation, and AI to ensure the function remains future‑ready.

Business Partnership & Stakeholder Management

Build strong relationships with senior Operations, Workforce, and Business stakeholders globally (US, APAC, Global).

Independently manage complex stakeholder engagements, from problem definition through insight delivery and sustained adoption.

Influence decision‑making across matrixed teams without direct authority.

Execution & Delivery Management

Own end‑to‑end delivery of WFM analytics across a multi‑layered global team.

Ensure consistent quality, timeliness, and business impact across forecasting, planning, and optimization initiatives.

Balance near‑term execution needs with long‑term capability and platform evolution.

Talent, Capability & Culture Building

Build and sustain a forward‑compatible Global WFM Analytics organization with deep expertise in:

Workforce forecasting and capacity planning

Optimization and scenario modeling

AI / ML applications in workforce management

Operations and domain knowledge

Lead and manage teams of 20+ analytics professionals, including people managers.

Attract, develop, and retain top analytics talent with strong succession and leadership depth.

Foster a culture of analytical rigor, continuous learning, innovation, and ethical AI usage.

Risk, Governance & Workforce Controls

Ensure workforce analytics appropriately incorporate operational risk, labor considerations, and regulatory expectations.

Partner with Risk, HR, and Operations to support safe, compliant, and sustainable workforce decisions.

Escalate and manage workforce‑related risks with transparency and sound judgment.

Required Experience & Skills

Experience

12+ years of experience in analytics, preferably some of it in supporting Workforce Management or Operations.

6+ years leading analytics teams in large, matrixed, global organizations.

Strong experience in financial services, large‑scale operations, or customer service environments.

Demonstrated impact in workforce planning, capacity optimization, or productivity analytics at scale.

Deep understanding of workforce drivers including demand, capacity, skills, and cost trade‑offs.

Analytics & Workforce Skills

Expertise in workforce analytics, forecasting, capacity planning, and optimization.

Strong problem‑solving and analytical modeling capabilities.

Experience designing scalable analytical frameworks rather than one‑off analyses.

Familiarity with AI / ML concepts applied to forecasting, optimization, and workforce decision‑making.

Leadership & Behavioral Competencies

Strong strategic thinking with a clear bias for execution and outcomes.

Executive presence with the ability to influence senior leaders through analytics.

Comfort operating in ambiguity and fast‑changing environments.

High ownership, accountability, and commercial mindset.

Education

MBA or Master’s degree degree in a quantitative or analytical discipline (Engineering, Statistics, Mathematics, Economics, Operations Research, Information Systems).

What Success Looks Like

Workforce decisions are driven by forward‑looking, AI‑enabled analytics.

Measurable improvements in service levels, productivity, cost efficiency, and workforce utilization.

Strong global WFM analytics capability with sustainable talent and leadership depth.

Trusted partnership with Operations and Workforce leadership globally.

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Job Family Group:

Decision Management

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Job Family:

Business Analysis

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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