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Manager Data Management

4 months ago

Toronto ON, Canada Affirm Full time

Reporting to the Senior Manager of Servicing Operations, the Manager of Workforce & Vendor Management will be accountable for the management of the outsourcing team responsible for real time planning and intra-day monitoring (80% of job function) to ensure that service level and performance measures are met. The Outsource Workforce Management teams ensure we meet the service level targets in conjunction with business cost optimization through management of adjusting schedules real time to meet the demands of the business requirements.
Develop, maintain and optimize WFM processes/efficiencies, engaging across the company and providing high-quality resolutions to our customers' needs and managing to our quality standards
Manage the WFM outsource vendor performance to ensure performance deliverables are exceeding requirements
Hold vendors accountable to Key Performance Indicators which include, but are not limited to SLA, compliance and contractual obligations.
Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics and improved organizational alignment
Manage the vendors performance through data analytics and partner relationship management
Site visits to build relationships, conduct site audits and side by side to ensure proper tool assessments and usage
End to end ownership of performance while ensuring thorough communication throughout the organization. These impacts could require after hours support (Overnights, weekends and evening hours)
Creation of data analysis, including, trends, root cause impacts, what/ if data scenarios, cost scenarios while leveraging performance data and analysis to propose improvements. From that data, pivoting the business to ensure performance impacts are addressed in addition to reporting out to leadership of analysis, impact and resolution proposals.
Highlight need for productivity efficiencies through data insights from budget and financial performance perspective
Generating and driving to completion cost efficiencies, while enabling a culture of thoughtful planning, open and clear communication
Ensure accountability at the outsourcer for 1 day, 2 week and 2 month intra-day management of scheduling procedures,
Manage internal analysts to review queues to identify opportunities within the business that will eliminate risk, drive efficiencies and reduce costs.
Drive employee engagement and a high-performance culture within the team, ensuring effective performance management, coaching, and development of the team and creating an environment where people can excel through accountability, encouragement, and empowerment
Partner with planning to deliver forecasts to outsource vendors, manage meetings between outsource vendor teams and internal planning teams to discuss, align and confirm accountability requirements.
Performance for all contact channels across all verticals
Construct robust reporting and tracking for business impacting events that include cost impact, performance impact and consumer satisfaction impact
Be available to support both outsource and internal teams for any business impacting events and provide timely updates to business stakeholders until impact is resolved across all hours of business operations
You must have at least 10+ years experience in Workforce Management & Planning and 2+ years in Vendor Management experience with people leadership experience in a regulatory environment
Superior analytical and problem resolution skills to analyze all data to evaluate and solve problems incorporating multiple perspectives.
Strong experience in Salesforce omni routing for email and chat
Ability to make, articulate and implement data-driven decisions
Experience with leading workforce management tools and methodologies, specifically NICE WFM (IEX) and AWS
Experience with workforce planning in a multi-skilled agent environment
Experience with business cost planning and accountability of delivery to cost targets
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