Workforce Management Operations Group Manager, Senior Vice President

Citi • Johnson City, TN

17d

About The Position

Citi’s Global Workforce Optimization (GWFO) is an organization within Citi’s Enterprise of Excellence. Enterprise Excellence designs solutions providing transparency & visibility of the current state; empowers operations and functions to leverage enterprise solutions to drive improved process & workforce optimization; and supports the evolution of the organization via continuous improvement & simplification. Our GWFO mission is to partner with Citi businesses globally to improve the customer experience, increase revenue, achieve service objectives, and maximize efficiency. GWFO support includes workforce management related activities, including capacity planning, analytics, and supplier tools support. Across the Citi Enterprise, we strive to: Drive workforce strategy and provide insights across capacity planning and supported applications to optimize people and processes Enable discipline, create consistency, and vigorously improve processes Deliver & optimize applications and tools in real-time while driving control rigor Serve as a trusted partner and subject matter expert supporting key strategic work Senior Vice President to lead a team of Workforce Management Ops Support Lead Analysts that will deliver accurate forecasting of headcount needed to achieve key performance metrics. You will provide strategic oversight, visionary guidance, and robust leadership for all capacity planning activities. This includes ensuring precise planning, flawless execution, and unwavering alignment to organizational goals and strategic business objectives. Your expertise will be crucial in reviewing and approving vital capacity plans, from innovative hiring strategies to incisive scenario analyses and comprehensive financial impact assessments. A key aspect of your role will be to drive the development and implementation of advanced analytics, cutting-edge AI/ML models, and sophisticated Workforce Management (WFM) software applications. Acting as a primary point of contact and an indispensable trusted advisor, you will engage with senior leadership and key stakeholders across critical functions including Operations and Finance. You will do meaningful work from Day 1. Our collaborative and respectful culture lets people grow and have influence in one of the world’s leading financial services organizations. We value what makes you unique so that you have the opportunity to shine. You also get the opportunity to work with the best minds and top leaders in the Workforce Management & Analytics space.

Requirements

• People Leader: Experience with leading teams within and across complex organizations with ability to set clear objectives and measure results of your team’s performance
• Data Driven: A proven history of enabling decision making and problem solving with data. Conceptual thinking skills must be complimented by a strong quantitative orientation and data driven approach
• Strong Partner: You effectively collaborate and seek to build trusted relationships with partners and stakeholders and work in tandem with them on all aspects from prioritization to delivery of results. Strong collaborator to represent Workforce Management and communicate with team members to determine global solutions, crossing business boundaries and international constraints
• Strong Communicator: You can communicate verbally and through written communication with clarity and can structure and present your work to senior leadership
• Clear Results Orientation: You display a keen focus on achieving both short- and long-term goals and have experience driving and executing an agenda in a demanding and fast-paced environment, with an eye on risks & controls
• Innovative: You are always challenging yourself and your partners to find better and faster ways of doing things. Proven record of business improvements and delivering measurable results to the business; creative analytical person with ability to think beyond current state
• Strategic: You demonstrate strong judgment, integrity, and sensitivity to cultural diversity and key strategic themes across the Enterprise. Frequently involved in matters that require solutions based on complex, analytical thought
• 10+ years of experience in operations support, workforce management, or a related field, with a significant portion in a leadership or managerial capacity.
• Prior experience in banking industry or financial services sector is highly desirable
• Extensive knowledge with call management, workflow/inventory management, workforce management applications, and forecasting methodologies
• BS in Computer Science, Economics, Finance, Data Science, or Math with Master’s degree preferred

Responsibilities

• Strong proficiency in data analysis, reporting tools, and advanced analytical techniques.
• Ability to build and maintain strong relationships across diverse organizational functions and levels.
• Demonstrate ability to lead, motivate, and develop high-performing teams.
• Excellent analytical and critical thinking skills, and complex problem-solving capabilities, with the ability to translate business requirements and drive team to produce desired output across all organizational levels, particularly executive levels
• Detail oriented with good organization and presentation skills
• Ability to interact with all levels, including senior management, as a business partner with excellent verbal and written skills
• Ability to work with minimal supervision in a fast-paced environment, to be able to prioritize work, set goals and complete work by designated deadlines; ability to work independently
• Ability to build alliances, influence and negotiate to drive decisions; Positions oneself to be a partner to drive results along with key stakeholders and decision makers.
• Provide input/recommendations to the respective budget and financial impacts to the organization

Benefits

• In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
• Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
• Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
• For additional information regarding Citi employee benefits, please visit citibenefits.com.
• Available offerings may vary by jurisdiction, job level, and date of hire.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level