Workforce Management Analyst

You may be assessed on key critical skills relevant for success in role such as:

• Real-time performance & service management: Deliver high-quality real-time analysis, KPI reporting, and insights to optimize call center performance, improve customer service, and support leadership decision-making.

• Operational coordination & stakeholder management: Act as the central point of contact during business incidents, coordinating responses with BIM, IT, and relevant teams, and ensuring minimal impact on retained and non-retained functions.

• Workforce planning & resource optimization: Manage WFM scheduling methodologies (e. g. , Aspect scheduling, automatic agent assignment), align resources with forecasted demand, manage shrinkage, and ensure SLA adherence across intraday, daily, weekly, and monthly planning.

Desirable skills sets:

• Any AML stream related experience, preferably CDD (Client Onboarding).

• Should have interacted with Front office and RM teams via Phone daily.

• Should be flexible for any shifts.

• Should have worked on all Risk types and individually able to classify a risk of both individual and entity client types.

• Proficiency in spoken and written English is a must.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This position is based out of Noida.

Purpose of the role

To optimise staffing levels, forecasts, scheduling and workforce allocation through data analysis to enhance the customer experience within the banks operations.

Accountabilities

• Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process.
• Collaboration with teams across the bank to align and integrate workforce management processes and governance.
• Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations.
• Identification of areas for improvement and providing recommendations for change in workforce management processes and provide feedback and coaching for colleagues on these highlighted areas.
• Identification of industry trends and developments to implement best practice in workforce management Services. .
• Participation in projects and initiatives to improve workforce management efficiency and effectiveness.
• Development and management of staffing schedules to optimise staffing levels to meet business needs.
• Management of the operational readiness plans, supporting the business with meeting desired customer outcomes.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.