Key Accountabilities:
This role is responsible for :
- Better experience for Customer and Colleague
- Proven experience working in medium/large WFM environments and a physical retail environment, supporting multiple channels such as Lenders & Branch environment
- Demonstratable experience in the use of Aspect WFM for scheduling, effective capacity planning and scenario creation to support business needs.
Anaplan experience would be an added advantage. - Educating stakeholders about analytics and operational best practice.
- Accurate forecasting of Demand and the impacts to BU performance
- Advanced MS Excel skills and Power BI reporting capability as a minimum skill set, ability to interpret data and provide solutions and ideas relating to WFM strategies and plans
- Proactively managing risk;
meeting all policy and compliance requirements;
performing controls;
adhering to process and procedures;
and escalating events, issues or breaches as they are identified.
Capabilities, Experience & Qualification Requirements:
Essential capabilities
- Strong understanding of Aspect (eWFM/Alwaria), Anaplan
- Excellent knowledge of software and spreadsheet applications (Excel, Access)
- Ability to read, interpret and apply insights and recommendations
- Ability to communicate complex information in a neutral and professional manner
- Workforce management experience in Banking and Finance would be ideal
Other capabilities
- Workforce analytics, time management and project management