Job Description
Workforce ENABLEMENT – SENIOR MANAGER The Workforce Enablement team provides the data, analytics, and resource management services to ensure Customer Operations’ staffing levels are appropriate to handle the needs of the business.The Senior Manager of Workforce Enablement provides actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and dashboarding. This role is the key interlock between D&A Operations, Human Resources, Finance, Talent Acquisition & Operational Excellence team. The Senior Manager of Workforce Management is also responsible for leading all aspects of the future planning and execution of workforce management initiatives.Responsibilities / Accountabilities:Design, Develop & Drive comprehensive operating rhythm to lead & review the Efficiency dashboards with D&A Operations customers. Formalize the process of highlighting key achievements and areas of opportunity. Use advanced analytics & statistical analysis to accelerate decision-making and build heuristics to quantify the impact of those decisionsExceptional communication and customer management skills and experience partnering with senior business leaders across Finance, HR, Product, Analytics & Supports Operations to influence out operating model and how we structure our capacity plans to provide best support for our customersStrategic Initiatives: Develop and implement workforce management strategies to improve efficiency and productivity.Forecasting & Planning: Analyze historical data and trends to forecast future staffing needs. Develop detailed resource models to show headcount utilization and the need for major CO delivery team functionsCollaborate with Finance to align with budget implications, HR to identify and plan for how many people to hire and when, and L&D to coordinate the training processPartner with HR and finance to drive Customer Operations location strategyScheduling: Build and manage staff schedules to ensure adequate coverage while minimizing labor costs.Productivity Tracking: Provide robust measures of efficiency/productivity for each major business delivery team function.Dashboard Design and Development: Create interactive and visually appealing dashboards using tools like Power BI.Performance Monitoring: Track and report on key performance indicators (critical metrics) related to workforce management.Collaboration: Work closely with other departments to align workforce strategies with overall business goals.Handles multiple teams or a functional area, while maintaining appropriate staffing requirements to meet operational needsStakeholder Engagement: Develop and implement strategies for effective customer engagement and relationship management.Manage communications with customers to ensure clear, consistent messaging and address any concerns or issues promptly.Contribute to the development of strategic plans by providing insights and feedback from collaborators.Applies knowledge and understanding of the businesses to tackle variety of problems - by working directly with the senior business leadersDevelop strategies to reduce costs, handle risk and enhance servicesBuild positive relationships with business partners and work hand in hand to understand business complaints on data quality issues and build accurate data quality checks.Develop a plan to standardize and centralize reporting to promote consistencyWork with our other shared services groups, specifically Performance & Insights team, Business teams & Data expertsContinuously innovative on standard processes & technologies by reviewing external resources & marketplaceQualifications/Capabilities:Candidate must possess at least a Bachelor's/College Degree, any field.15+ years of experience leading a workforce management program, delivering resourcing plans for multiple process’s.Track record of designing and being accountable for the delivery of a global workforce management strategyExceptional communication and Customer management skills and experience partnering with senior business leadersStrong Dashboarding skillsDeep understanding of workforce planning, tools and methodologyUnderstanding of business processes improvement and methods of workingHigh level of initiative, dynamism and driveStrong interpersonal skills with all levels of staff with excellent verbal and written communicationExcellent planning, administration and organization skillsKey Competencies:Analytical Thinking: Ability to analyze complex data and make informed decisions. Strong analytical and problem-solving skills.Leadership: Proven track record of leading and developing high-performing teams.Communication: Excellent verbal and written communication skills.Problem-Solving: Strong problem-solving skills and the ability to think strategically. Understanding of data visualization principles and standard processes.Adaptability: Ability to adapt to changing business needs and work in a fast-paced environment.LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
