Lead Workforce Planning Consultant

2 weeks ago

Phoenix, United States WELLS FARGO BANK Full time
About this role:

Wells Fargo is seeking a Lead Business Execution Consultant on the Workforce Management team within Consumer and Small Business Banking Operations (CSBBO). This execution consultant will develop analysis and models to optimize workforce staff in large Fraud and Claims operations organizations. To be successful in this role, the individual will possess a strong understanding of workforce management, capacity planning/forecast modeling for operations, contact center and Fraud and Claims functions. The workforce management team works to support staffing strategies to include tactical forecasting and scheduling, real-time capacity monitoring, capacity planning, and back-office workload support for Fraud and Claims contact centers and delivery teams. Learn more about the career areas and lines of business at wellsfargojobs.com .

In this role, you will:
  • Review and research moderately complex business, operational, and technical challenges that require an in-depth evaluation of variable factors.
  • Partner with various departments to ensure a thorough understanding of operational strategies while ensuring that Capacity Plans accurately reflect those strategies.
  • Serve as the subject matter expert for initiatives and strategy impacts in partnership with the Fraud and Claims operations organization.
  • Perform solution-based strategic thinking to enable the business to operate as leanly as possible without sacrificing quality or risking metric results.
  • Monitor and publish results to plan, identify gaps and lead remediation strategy with operations leadership.
  • Act as a subject matter expert related to staffing models including what-if and trend analysis, requirement gathering, cost/benefit analysis, process analysis and mapping/improvement projects.
  • Identify strategic recommendations on how to optimize our workforce.
  • Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
  • Communicate and coordinate with various departments including Operations, Finance, Workforce Management Support, and other partners.
  • Work both independently and in partnership with global leadership developing strong relationships with remote partners through the creation and communication of polished analysis and PowerPoint presentations built to inform and recommend strategies to Sr. Leadership
  • Manage or participate in large cross group projects and mentor less experienced staff.
As a successful candidate, you will have:
  • The ability to analyze, review, forecast, and trend complex data - creating "what if" models, identifying viable options to enable data-driven decisions that supports business objectives.
  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously.
  • The ability to think creatively to build out advanced Excel spreadsheets from scratch.
  • Excellent capabilities with Microsoft Excel Pivot Tables/Data Analysis/Database knowledge
  • The ability to plan, prioritize, organize, and complete work to meet established objectives.
  • Strong written and verbal communication skills that convey the ability to synthesize complex concepts into easy to digest formats for senior leaders.
  • The ability to maintain composure in critical situations and communicate effectively.
  • A high level of professionalism, integrity, and maturity
  • Excellent interpersonal and collaboration skills with a global team
  • Strong technical skills including Microsoft Office Suite and Teams
Required Qualifications:
  • 5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
  • 4+ years of performing contact center, operations, and/or back-office forecasting to assess volume and FTE need.
  • 4+ years of Analytics experience
  • Fraud and Claims operations experience
  • 4+ years' workforce management and/or workforce optimization experience
  • Ability to gather and analyze data and synthesize models to optimize workforce staffing.
  • Experience with call center workforce management tools (Aspect, Verint, IEX, Nice, etc)
  • 3+ years of experience using advanced level of proficiency in MS Excel working with large data sets, including ability to utilize VLOOKUPs, create pivot tables and graphs, and incorporate standard formulas and functions.
  • Ability to influence across all organizational levels, particularly senior management.
  • Ability to quickly establish credibility to build and maintain effective working relationships.
  • Ability to effectively communicate, verbally and written, with executive level presence with the ability to translate complex analysis and insights into relevant business discussions with diverse groups of leaders and organizations.
Job Expectations:
  • Ability to work on-site at one the posted work location
  • This position offers a hybrid work schedule.
  • Ability to travel up to 20% of the time
  • This position is not eligible for Visa sponsorship.
Posting Locations:
  • 1525 W W T Harris Blvd, Charlotte, North Carolina 28262
  • 800 S Jordan Creek Pkwy, West Des Moines, Iowa 50266
  • 2222 W Rose Garden Ln, Phoenix, Arizona 85027
  • 1301 Solana Blvd, Westlake, Texas 76262
  • 7711 Plantation Rd Roanoke, Virginia 24019
  • 2800 S Price Rd Chandler, Arizona 85286
  • 101 N Phillips Ave, Sioux Falls, South Dakota 57104
  • 4101 Wiseman Blvd, San Antonio, Texas 78251
Posting End Date:
1 Dec 2024
*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

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