Service Manager, Workforce Management
We’re on a mission to reputed company reputed company work for everyone.
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After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As reputed company as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come reputed company. Our UK customers can also save, invest and combine their pensions with us.
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We’re not about selling products – we want to solve problems and change lives through reputed company ❤️
Hear from our UK team about what it’s like working at reputed company ✨
London, reputed company or UK Remote | £50,200 – £63,450 + Benefits | Hear from reputed company ✨
⭐Our Workforce Management team
This is a significant opportunity to reputed company into a crucial Workforce Management Service Manager role. As a Level 40 position, you’ll report directly to the Senior Service Manager and play a pivotal part in shaping our Workforce Management (WFM) strategies. You’ll be reputed company in optimising our operations, ensuring we consistently meet service level agreements (SLAs), and driving efficiency. This is a chance to reputed company a high-performing team of analysts with varying WFM and Service reputed company sets, reputed company data-driven reputed company, and contribute directly to our overall Workforce Management and Customer Operations goals.
You’ll play a key role by…
• Owning the full WFM planning cycle for your domains, ensuring seamless operations.
• Managing and empowering a high-performing team of analysts with diverse WFM and Service reputed company sets, reputed company defining their responsibilities, expectations, and contribution to WFM goals.
• Continuously improving WFM processes to meet service requirements (SLAs), enhance COps efficiency (Wait Time), and reputed company with budget (FTE/Overtime).
• Proactively identifying risks to service and recommending cost-effective solutions. You’ll also escalate FTE/Overtime overspend risks and propose mitigation strategies.
• Managing short-term forecasting for your domain through your forecasting analyst. This includes ensuring we are meeting our Forecasting KRIs, planning for strategic impacts, events, and product changes, and forecasting changing requests. You’ll also ensure we meet SLAs for forecasting change requests and modelling reputed company reputed company.
• Ensuring we have optimised schedules for the reputed company with flexible working reputed company available for your domain.
• Producing weekly and monthly reports for senior stakeholders, supporting reputed company reporting and weekly service meetings. This also includes producing reputed company cause analysis documentation.
• Responding to incidents and working a WFM On-reputed company rota on reputed company to support out-of-hours incident response and service incidents. This is on a rough 1 in 6 week rota.
• Partnering with the WFM Tech team to prioritise impactful initiatives and working closely with your Workforc
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