Job Description

Job description

Business: Workforce Management

Open positions:1

Role Title: Assistant Manager - WFM

Global Career Band:7

Location (Country / City ): Hyderabad

Recruiter Name : Karishma Sharma

Why join us? (Overview of Dept./Function)

Purpose of Department

The purpose of a Manager WFM role is to ensure effective execution of plan of resources for Business Service Operations within GSC, to meet service levels and staffing KPIs. This includes close real time monitoring of volumes and staffing levels as also the distribution of resources between sites. The role holder will deliver on tasks documented in this role profile and the individuals' objectives will determine the scope of their role on a day to day basis to meet the demand of the business.

The Opportunity: (Brief Overview of the Role)

Manager WFM has a responsibility for all aspects of supporting WFM suite of tools and drive the WFM Metrics for assigned Business Service/Site. The role holder must have a sound understanding of the Business SLA and PLAs also planning and service management methodologies and ensure that the procedures/processes used to deliver planning and service management are in accordance with Group Standards. The role holder will be required to understand the local labor laws and logistics in order 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.

What you'll do: (List out Key Responsibilities)

• Support WFM Suite of Tools as an SME for the respective Business Service/Site
• Drive usage of the WFM tools and initiatives and supporting the Business Service in meeting the WFM metrics
• Review and analyze data and support improving performance from a WFM Standpoint by identifying opportunities of improvement.
• Support providing reports and dashboards related WFM Tools

Principal Accountabilities: Key activities and decision making areas

Impact on the Business/Function

• Aligning and distributing the overall business service operations resourcing to optimize the Service Levels / PLAs defined
• Tracking and scheduling of unplanned and ad-hoc activities either by way of requests from staff or by way of impact to the area supported.

Typical Targets and Measures

• Service Levels achieved.
• Accurate eWFM outputs and maintenance of the agreed 'agent logged on %', Shrinkage as also OOE.
• Adherence to escalation procedures and appropriate monitoring/adjusting of systems/resources as required

Customers / Stakeholders

• Build strong relationships, adopting a joined up approach, to deliver business requirements at pace and with minimum conflict.
• Maintain contact with stakeholders to identify and communicate business performance, status and potential risks.

Typical Targets and Measures

• WFM team viewed by business functions as professionals who add value.
• Reporting production in line with local/regional requirements.
• Stakeholder feedback.

Leadership & Teamwork

• Drive a high performance culture through strong leadership and effective people management.
• Assign responsibilities to direct reports providing them with the direction and confidence to deliver results.
• Acting as a Subject Matter Expert to support the wider business to ensure commonality and consistency of solutions

Typical Targets and Measures

• Development of highly committed and delivery focused teams, consistently delivering high quality results.
• 1:1s, objectives & performance reviews completed within agreed timescales.
• Stakeholder feedback

Operational Effectiveness & Control:

• Ensure Planning & Service Management processes are effective and propose improvements/efficiencies as required.
• Compliance with external regulatory requirements, internal control standards and group compliance policy.
• Timely implementation recommendations made by internal/external auditors and external regulators

Typical Targets and Measures

• Group standard Planning and Service Management methodology in use.
• Evidence of improvements/efficiencies made
• No breaches incurred.
• Evidence of risks managed.

Requirements

• Bachelor's degree in any stream
• Sound understanding of GSC and Business services dynamics
• Detailed knowledge of WFM workflow tools and solutions
• Sound knowledge on WFM tools and methodology and best practice techniques.
• Proficient in MS Office
• Preferred to have knowledge of advance planning and analytics tools

Experience

• Proven planning and service management skills and experience.
• Effective communication, inter-personal and negotiating skills
• Excellent decision making and problem solving ability
• Proven judgmental skills to identify and resolve problems
• Experience of managing resources using appropriate systems, tools, communication, delegation and planning skills
• Ability to motivate and lead people, employing appropriate management styles
• Ability to coordinate a wide variety of solutions, bringing a breadth of experience to the business, seeing the wider implications at all stages

What additional skills will be good to have? (List out good to have skills and certifications)

Additional Information

• All applicants must have successfully completed their probation period.
• Employees must meet performance and behavioral standards as defined in the policy
• All L6 & L7 applicants should have served at least 12 months and should have successfully completed respective learning curve tenure, in their current role as on closing date.
• Applicant should not be on a corrective action plan/ disciplinary action in the last 6 months or any other performance action as on the date of application.
• Application form should be submitted along with the current CV
• All applicants should inform their respective Line Managers of their application.
• All the completed applications should be submitted on or before the closing date.
• The Company reserves the right to change any terms and conditions related to employment, mentioned in the Offer Letter and the Rules and Regulations governing the conduct of the employee in the Company. Such change would be intimated by the Company through an internal communication to the employees at large.
• Right to work is required. Local employment rulings and restrictions will apply
• The number of position for this job is 1.

You'll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

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