Manager, Workforce Management Lead

2 weeks ago

Toronto, Canada Royal Bank of Canada Full time

**Come Work with Us**

At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

**Job Title**

Manager, Workforce Management Lead

**What will you do?**

The WPM Lead is responsible for building and supporting an enterprise capacity and workforce model for Telephone and BackOffice operations, providing advanced analytics, implementation support, and guidance through the introduction of workforce management practices, to achieve best in class workforce planning.

In partnership with our Business Unit Partners, this role extends the WPM practice and assists with sustaining common workforce management tasks (forecasting, scheduling support, reporting, key performance indicator (KPI) analysis, identifying trends, preparing presentations, training specific to WFM tools and capabilities, fiscal planning, capacity planning, etc.), to all areas within the RBC Canadian Banking & Risk Operation Centres we support. This role is focused on ensuring an optimal number of resources are available and all budgetary requirements are met, along with supporting the strategic roll-out of reporting capabilities and workforce management technology.

The role requires the individual to work independently and to effectively work in teams, with a high level of initiative and motivation to ensure WPM deliverables are met. The incumbent will support usage of the various reporting and analytical tools within WFM. This position is a key support role to other Analysts, as well as management.

**What will you do?**
- Gains in-depth knowledge of business processes, roles, and needs, and manages business growth.
- Analyzes trends and changes in client demand and applies current systems or processes.
- Provides in-depth insights, where required, for root-cause analysis and historical trending.
- Reviews WPM ad-hoc requests from the business users for reports or analysis, and fulfills the request on a timely basis.
- Liaises with operations and technology partners to promote the development and implementation of WPM tools, reports, and best practices.
- Establishes, develops, and maintains strong relationships with business partners, stakeholders ranging from Manager to VP level, peers, extended team members, as well as fellow Canadian Banking partners.
- Manages partner relationship with external supplier resources to provide strong workforce management capability, supporting business priorities, and assisting with future direction.
- Plans, directs, and coordinates activities of various workforce management programs to ensure program objectives are accomplished within approved timeframe and scope.
- Collaborates with colleagues across the organization to get things done.
- Acts as a strategic lead on transformational initiatives.
- Proactively manages all technology related initiatives, including training and implementation, for WPM existing relationships and new designs.
- Delivers superior client experience by providing best in class service to all stakeholders.
- Provides professional leadership and counsel.
- Manages communications including status reports to all stakeholders.
- Gathers and documents data from business users regarding their analytical requirements.
- Acts as Forecasting lead.
- Contributes to overall WPM strategy.
- Plays a lead role in informing decisions, which will help shape the future of BackOffice across multiple horizons.
- Fosters high achievement environments, where diversity is valued and people are treated with respect and dignity.

**What do you need to succeed?**
**Must Have Skills**
- Minimum BA/BS and 5+ years related experience in both Capacity Planning/Workforce Management
- Proven analytic background coupled with a client first orientation aligned to strategic client and employee value propositions.
- Strong and demonstrated Facilitation and Problem Management capabilities.
- Ability to work closely with External Service Partners (Vendors).
- Strong technical knowledge of WFM source systems e.g. Aspect, Verint, Genesys, etc.
- Strong knowledge of WFM best practices and procedures to facilitate advice and counsel to business partners.
- Strong communication skills and ability to impact and influence strategic direction
- Growth mindset and a commitment to personal skills growth and development
- Should have deep understanding of Excel, Visio and PowerPoint
- RBC HR philosophy, principles, direction, policies & guidelines
- Performance Enablement processes
- Responsibility for representative cost management through managing overtime and under time, and overseeing representative efficiencies.

**Job Summary**

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