Workforce Management Global Lead

4 weeks ago

Singapore Wise Asia-pacific Pte. Ltd. Full time

We're looking for a Global Workforce Management Lead to help our teams deliver an experience that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero.

Here's how you'll be contributing to the WFM team:

  • Help our teams deliver a Customer Onboarding experience that helps our customers, scales globally with our growth and helps us drop our costs towards zero
  • Partner with our Area leads of Customer Support, analyst team, and other operational teams to build a globally scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialisation and cost modelling
  • Move metrics including, SLA, case processed time, average handling time, volume, occupancy, QC, and % automated
  • Lead, grow, and develop your team of Workforce Planners and Analysts to ultimately create a full-stack WFM function
  • Be a part of our Customer Support leadership team, creating a strong operational culture, developing world class WFM team and leading hiring

This role will give you an opportunity to:

  • Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission
  • Build and lead our global WFM team - you have the opportunity to strengthen, grow and coach the team across our locations
  • Be a global WFM leader - as a part of our Customer Support leadership team you'll be helping us evolve how we run CS operations, how we develop our people and how we scale globally

A bit about you:

  • You're ideally a Singaporean Citizen or Singapore Permanent Resident
  • Your verbal and written English skills are excellent
  • You're experienced. You have at least 5-years of experience as a people lead and at least 3-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 for people in your work. These aren't just lines on a job description, you genuinely enjoy what you do
  • You've worked internationally, cross-team, or cross-geo before, so you'll quickly pick up on how best to communicate effectively across different cultures and time zones.
  • You're strategic. You think strategically and translate strategy into operational plans and business results.
  • You're tactical and data driven. You analyse and identify trends and blockers and take appropriate action. You have exceptional analytical skills and you're comfortable working with large amounts of data. You're good at presenting findings and have experience in establishing and tracking metrics.
  • You've worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced SQL and Python skills are a plus.
  • You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation
  • You place customers first. You make no compromise on this.
  • You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
  • You understand operations. You have experience of working with operational teams (ideally Customer Support or any other Operations team in a financial/ tech company), and how to work with people and processes as well as products

What do we offer:

  • We offer relocation support for this role

If you're interested in the position, please apply by submitting your CV and Cover Letter.

In your cover letter, please concisely:
1. Elaborate more on your relevant WFM experience, especially with a focus on Real Time Management.

2. Describe your team management and development experience, and leadership style

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