Manager Workforce Optimization

Navy Federal•Pensacola, FL

1d•Onsite

About The Position

To oversee, plan, and manage the workforce management activities of the assigned department and direct the optimization of all resources for complex multi-location operations. Drive the continuous improvement of business frameworks, methodologies and practices to ensure these are commensurate with organization dynamics, and align with industry best practices, to include compliance with applicable laws, regulations, and guidelines. Optimize the business unit work force; oversee staffing functions that include forecasting, staffing requirements, turnover analysis, space planning, hiring plans, and operational analysis to ensure that department resources are managed accurately, efficiently, and effectively. Direct and develop appropriate priorities, policies and strategic recommendations to support senior management decisions. Partner and collaborate with operational leaders and peers to ensure that both the creation and execution of staff plans meet strategic department objectives.

Requirements

Expert knowledge of applicable federal and state laws, rules and regulations
Ability to develop strategies to address highly complex and sensitive business issues
Extensive experience supervising and leading professional employees
Significant experience working with all levels of staff, management, stakeholders, vendors
Extensive experience in member/customer service operations to include understanding of effective member/customer service philosophy
Advanced knowledge of principles and processes for measuring and evaluating program and individual effectiveness and developing alternative corrective actions
Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
Extensive experience working with cross-functional teams and leading projects
Advanced skill in building strategic and execution-focused plans and alliances with partner leadership
Advanced skill resolving conflicting requests and meeting changing requirements
Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
Expert organizational, planning and time management skills
Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
Expert skill recruiting, retaining, coaching and motivating employees to achieve production results
Expert verbal and written communication skills
Advanced word processing and spreadsheet software skills
Advanced database and presentation software skills
Bachelor's degree in Statistics, Mathematics, Business Administration, or related field, or the equivalent combination of education, training, and experience

Nice To Haves

Working knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
Working knowledge of banking/financial industry trends, products and services
Experience in budget forecasting and cost benefit analysis
Master's degree in Statistics, Mathematics, or Business Administration

Responsibilities

Plan, develop and execute business unit staffing and scheduling plans to achieve optimal service levels and alignment with department/organizational objectives
Manage master shift/schedule methodology to ensure staffing resources are leveraged effectively within approved financial budgets
Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
Leverage the best workforce management practices and technology in alignment with business unit senior management strategic department objectives
Manage the development of formulas, and practices to accurately project workload
Manage overtime and staffing expenses by producing accurate forecasts and schedules
Apply broad functional knowledge and seasoned expertise to improve the overall operational and developmental performance of the team; leads recruiting and on-boarding efforts
Develop, produce, and present staffing AFP for all business unit Operations positions
Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
Participate on project teams when required if considerations to scheduling, leave management, hiring/training process, etc. are impacted
Research and analyze trends related to exception processing, make cost-savings recommendations, and implement changes approved by management
Implement tactical weekly forecasts that include long-term strategic predictions and calculations to determine workload needs for weekly schedule runs, leave and training availability, staffing impacts of holidays and other organizational events
Involved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
Ensure effective and efficient allocation of staff resources (supply) to workload and initiatives (demand) by scoping out trends in workload and priority of initiatives
Ensure compliance with all laws and regulations associated staffing & scheduling
Develop critical relationships with key technical/non-technical stakeholders to gain concurrence, input, execution and change management decisions
Facilitate meetings with business owners to review incidents and potential future issues
Recommend technical and functional solutions to requirements and develops metrics to measure the effectiveness of said solutions
Communicate change management service procedures and working practices and changes to internal standards, processes, procedures and technology