Reporting directly to the Global Capacity Planning Manager, the Workflow Manager is responsible for driving the performance of the Books Risk Management network, focusing primarily on Workflow management. The Workflow Manager's primary responsibilities include operational head-count planning and tactical network capacity management, along with managing a team of Workflow analysts who are responsible for end to end workflow management of their supported teams.
The Workflow Manager will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. The successful candidate will be a creative and analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate a history of commitment to exceptional customer experience, a high level of dedication, enthusiasm, and motivation. The candidate will need to be comfortable having difficult conversations, ensuring that the correct action is taken for the end customer. The role can be based in Chennai or Hyderabad.
Key job responsibilities
Primary Objectives:
· Manage a team of workflow analysts, ensuring that support is provided and all deliverables are timely
· Manage output metrics like occupancy, service level ensuring that KPIs are achieved
· Work closely with stakeholders to plan for special events, holidays and seasonality
· Communicate regularly with stakeholders to close any capacity gaps and mitigate capacity risks across multiple sites and teams
· Manage the planning and coordination of the scheduling of non-productive time
· Identify and manage optimal scheduling approaches across the all sites
· Identify root cause of any misalignment to the short-term plan and implement corrective actions to ensure delivery of service level, cost, and productivity goals
· Report on service level misses, root cause analysis, and corrective action plans
· Fully leverage existing and emerging technology, including standardization of reporting
· Support operational excellence by constantly improving workflow and operational processes
· Lead process-improvement efforts
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field