Finance Director

Director, Finance

Job Category: Finance / Accounting - Financial Analysis / Research/Reporting

Job Description:

• In partnership with FP&A have oversight for the annual Headcount budget planning process for Global Customer Service (GCS) and Credit
• Monthly budget consolidation & reporting inclusive of the FP&A submission to our Finance partners;
• Lead the headcount forecasting and capacity planning process through monthly discussion and analysis of volumes, AHT, and volume drivers; This will be across multiple channels including phone, email, chat, and messenger;
• Measure and incorporate appropriate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
• Providing strategic guidance and execution support to our GCS and Credit Executive Leaders in terms of resource optimization, service level management, and budget;
• Communication with stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues;
• Generating resourcing options and insight that will forearm the business in managing key risks and challenges;
• Providing resource planning subject matter expertise for various projects and strategic initiatives;
• Partnering with Operational Leaders and across the wider organization to provide the right and timely level of reporting and insights to allow leaders to run their business effectively;
• Leading a team of NA Scheduling Analysts in enabling the optimization of schedules/staffing. Taking responsibility for managing the staffing plan and best matching staffing needs with staffing availability;
• Analyzing and understanding the impacts of productivity, shrinkage, attrition, AHT, and volumes on Service Levels and staffing needs and reporting out on same to Our Business Leaders; and
• WFM KPI reporting

Knowledge and Skills:

• 10+ years' experience in senior leadership roles, with a preference for call center experience in both forecasting and scheduling;
• Experience of leading global teams;
• Must be able to work with all levels of the organization in capturing, managing and communicating metrics;
• Excellent written and verbal communication skills with the ability to provide clarity to complex issues, and synthesize large amounts of information;
• An ability to identify the root causes of issues by analyzing patterns and trends;
• Strategic thinker with the ability to develop creative and breakthrough solutions;
• Passion and commitment to work on behalf of the customer - internal and external;
• Strong influencing skills for driving change across a large global organization;
• Ability to handle multiple initiatives under tight time constraints with a well-developed sense of urgency and follow through;
• Experience of managing forecasts and schedules across digital channels;
• Proficiency in Microsoft Excel and data modeling;
• Knowledge of WFM models e.g. Erlang, Correl, Linear regression;
• Experience with WFM software and simulation modeling;
• Self-motivating, adaptable and able to inspire and motivate others;
• Demonstrates the ability to work as part of a team adding positive attitude and business focus;
• Deals with ambiguity;
• Ability to work flexible hours as needed

Professional Qualifications and Experience:

• Bachelor's degree or equivalent work experience in a financial industry; highly preferable to have an MBA or M.S. Degree
• 10 + years professional related work experience in an analytics or financial background
• Call center experience
• 5 years supervisory experience

Posted On: Friday, May 25, 2018
Compensation: $145,000.00