The Senior Vice President – Global Workforce Management Analytics is a senior leadership role responsible for driving enterprise‑wide workforce planning, optimization, and analytics across Global Operations. The role partners closely with Operations, Business, and Workforce leaders to ensure the organization has the right capacity, skills, and deployment to meet customer demand efficiently and safely.
This role leads analytics that enable demand forecasting, capacity planning, scheduling optimization, productivity management, and workforce risk mitigation. The SVP will also drive the adoption of AI‑enabled workforce solutions and build future‑ready WFM analytics capabilities to support evolving operational models.
The position requires strong operational judgment, advanced analytical thinking, and the ability to influence senior leaders through data‑driven insights.
Key Responsibilities
Global Workforce Management Strategy
Define and execute a global Workforce Management (WFM) analytics strategy aligned with Operations, customer demand, cost efficiency, and risk objectives.
Serve as a senior advisor to Operations and Workforce leaders on capacity, staffing, and workforce optimization decisions.
Identify systemic opportunities to improve workforce efficiency, flexibility, and resilience through analytics.
Demand Forecasting & Capacity Optimization
- Lead analytics supporting:
Short‑ and long‑term demand forecasting
Capacity planning across geographies, functions, and skill pools
Staffing models aligned to volume, complexity, and service‑level requirements
Ensure forecasting models are robust, scalable, and continuously refined based on performance and business changes.
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Partner with Risk, HR, and Operations to support safe, compliant, and sustainable workforce decisions.
Escalate and manage workforce‑related risks with transparency and sound judgment.
Required Experience & Skills
Experience
12+ years of experience in analytics, preferably some of it in supporting Workforce Management or Operations.
6+ years leading analytics teams in large, matrixed, global organizations.
Strong experience in financial services, large‑scale operations, or customer service environments.
Demonstrated impact in workforce planning, capacity optimization, or productivity analytics at scale.
Deep understanding of workforce drivers including demand, capacity, skills, and cost trade‑offs.
Analytics & Workforce Skills
Expertise in workforce analytics, forecasting, capacity planning, and optimization.
Strong problem‑solving and analytical modeling capabilities.
Experience designing scalable analytical frameworks rather than one‑off analyses.
Familiarity with AI / ML concepts applied to forecasting, optimization, and workforce decision‑making.
Leadership & Behavioral Competencies
Strong strategic thinking with a clear bias for execution and outcomes.
Executive presence with the ability to influence senior leaders through analytics.
Comfort operating in ambiguity and fast‑changing environments.
High ownership, accountability, and commercial mindset.
Education
MBA or Master’s degree degree in a quantitative or analytical discipline (Engineering, Statistics, Mathematics, Economics, Operations Research, Information Systems).
What Success Looks Like
Workforce decisions are driven by forward‑looking, AI‑enabled analytics.
Measurable improvements in service levels, productivity, cost efficiency, and workforce utilization.
Strong global WFM analytics capability with sustainable talent and leadership depth.
Trusted partnership with Operations and Workforce leadership globally.
Business Analysis ------------------------------------------------------
Time Type:
Full time ------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above. ------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------
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