WFM Lead

Job description

Job description

Why join us?

Workforce Management team supports Business services operations with long term strategic planning, mid to short term demand-supply planning & operational MI with an additional scope of supporting business decisions through Analytics & data driven insights. WFM team is a key enabler for operational effectiveness driving productivity & performance enhancement as part of Bank Wide Ops Transformation program. Incumbent would contribute to information management deliverables that involve but not restricted to, creating sample data sets using various Data Management/Extraction technologies and Building analysis & relationship management framework for end user information delivery supporting accurate WFM outputs and maintenance of the enterprise data warehouse in partnership with DBS IT & Platform Solutions team alongside supporting the enhanced footprints as part BWOT engagement.

What you’ll do:

·  WFM Product Lead has a responsibility driving innovation in workforce management tooling & solutions while ensuring the optimal utilization current toolkit. The role holder must have a sound understanding of production and workforce management tooling & practices.
·  Purpose of the role is to oversee the development and deployment of workforce management solutions to existing and new processes / teams, inline to the WFM Strategy. This profiles also includes project management, change control / management, and stakeholder management as a part of the role WFM product lead.
·  The role holder will be required to understand the local labor laws and logistics to manage multiple site operations and requests. The role holder will not be subject to close supervision so will be expected to exercise initiative in proactively overcoming obstacles to success. They will be expected to adopt a flexible approach in terms of working hours, location, and travel.

Requirements

What you will need to succeed in the role:

·  3-5 years in product management, preferably in financial services operations sector.
·  Exposure to workforce management tools and methodology and best practice techniques in service management is a plus.
·  Strong interpersonal skills to effectively worth with diverse teams, including IT, operations, business management and senior leadership, to define product requirements and enhance the value proposition.
·  Experience in managing the product lifecycle from ideation to deploy while ensuring timely delivery within budget constraints.
·  Proficiency in utilizing data analytics to track product performance, understand user behavior, and identify market & industry trends for strategic product decision-making.
·  Strong analytical and problem-solving skills to navigate complex challenges in product management.
·  Excellent communication and influencing skills across organization hierarchy.
·  Ability to work in a cross functional team, exceptional stakeholder management and influencing skills.
·  Preferred to have knowledge of advance planning and product & project management tools.
·  Graduate degree in business, Engineering, Data Science (post graduate preferred).

What additional skills will be good to have?

·  Sound understanding of global service center and Business service operating models.
·  Ability to motivate and lead people, employing appropriate management styles.
·  Excellent decision making and problem-solving ability.
·  Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages.
·  Proven judgmental skills to identify and resolve problems.
·  Understanding and translating the immediate business strategy into own team and aligning direction accordingly.
·  Being ambitious about providing the highest standards of delivery and embedding these in the team.
·  Making considered decisions that protect and enhance HSBC values, reputation, and business.