Deskripsi Pekerjaan
Wise is on a mission to make money without borders. We are looking for a Workforce Management Operations Partner Lead to join our Operational team in our Singapore office. In this leadership role, you will be responsible for the strategic direction and execution of workforce management (WFM) initiatives, ensuring that our operations are efficient, scalable, and aligned with business objectives.
As the WFM Operations Partner Lead, you will collaborate closely with cross-functional teams to forecast demand, optimise scheduling, and analyse performance data, driving continuous improvement across the organisation.
At Wise, we believe in transparency, low costs, and speed. Our Operational team is the backbone of our customer support and business processes. You will play a crucial role in ensuring we meet our service level agreements while maintaining a positive work environment for our team members.
We are looking for a strategic thinker who can translate data into actionable plans, work collaboratively across departments, and lead change. If you are passionate about operational excellence and want to make a global impact, we would love to hear from you.
Tanggung Jawab
- Lead the development and implementation of workforce management strategies and processes
- Collaborate with operations, finance, and other departments to accurately forecast resource requirements and align staffing with business goals
- Analyse workforce data to identify trends, improve efficiency, and reduce operational costs
- Manage real-time scheduling and adherence to ensure optimal coverage and service levels
- Partner with department leads to understand staffing needs and develop solutions that support growth
- Create and maintain comprehensive WFM reports, dashboards, and KPIs to track performance
- Drive best-practice initiatives and introduce innovative tools to enhance WFM capabilities
- Mentor and develop team members, fostering a culture of continuous learning and improvement
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, or related field
- 5+ years of experience in workforce management, operations, or a similar role, preferably in fintech or financial services
- Strong understanding of WFM principles, including forecasting, scheduling, and capacity planning
- Excellent analytical and problem-solving skills, with proficiency in data analysis tools (Excel, Power BI, etc.)
- Proven leadership ability with experience managing teams or projects
- Exceptional communication and interpersonal skills, able to influence stakeholders at all levels
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
- Experience with WFM software (e.g., Aspect, Verint, Nice, or similar) is highly valued