Manager Workforce Optimization (Lending Strategy)

Overview

To oversee, plan, and manage the workforce management activities of the assigned department and direct the optimization of all resources for complex multi-location operations. Drive the continuous improvement of business frameworks, methodologies and practices to ensure these are commensurate with organization dynamics, and align with industry best practices, to include compliance with applicable laws, regulations, and guidelines. Optimize the business unit work force; oversee staffing functions that include forecasting, staffing requirements, turnover analysis, space planning, hiring plans, and operational analysis to ensure that department resources are managed accurately, efficiently, and effectively. Direct and develop appropriate priorities, policies and strategic recommendations to support senior management decisions. Partner and collaborate with operational leaders and peers to ensure that both the creation and execution of staff plans meet strategic department objectives.

Role Purpose

The Manager, Workforce Optimization will lead the development and execution of workforce planning strategies for Lending teams. This role ensures optimal staffing levels, efficient resource allocation, and alignment with business objectives to deliver exceptional member service and operational excellence. The manager will oversee forecasting, scheduling, and analytics functions, driving data-informed decisions that support organizational agility and performance.

Responsibilities

• Plan, develop and execute business unit staffing and scheduling plans to achieve optimal service levels and alignment with department/organizational objectives
• Oversee creation of accurate short-term and long-term forecasts for call volumes, workloads, and staffing needs
• Lead analysis of workforce performance metrics to identify trends, risks, and opportunities for improvement
• Manage master shift/schedule methodology to ensure staffing resources are leveraged effectively within approved financial budgets
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Build scenario planning models to prepare for operational disruptions or demand shifts
• Leverage the best workforce management practices and technology in alignment with business unit senior management strategic department objectives
• Manage the development of formulas, and practices to accurately project workload
• Manage overtime and staffing expenses by producing accurate forecasts and schedules
• Apply broad functional knowledge and seasoned expertise to improve the overall operational and developmental performance of the team; leads recruiting and on-boarding efforts
• Develop, produce, and present staffing AFP for all business unit Operations positions
• Conduct benchmarking, trend analysis and other input to drive continuous improvement and elevate service performance
• Participate on project teams when required if considerations to scheduling, leave management, hiring/training process, etc. are impacted
• Research and analyze trends related to exception processing, make cost-savings recommendations, and implement changes approved by management
• Implement tactical weekly forecasts that include long-term strategic predictions and calculations to determine workload needs for weekly schedule runs, leave and training availability, staffing impacts of holidays and other organizational events
• Involved in driving continuous process improvement to increase member experience quality; reduce losses; minimize financial risk and maintain high operational efficiency
• Ensure effective and efficient allocation of staff resources (supply) to workload and initiatives (demand) by scoping out trends in workload and priority of initiatives
• Ensure compliance with all laws and regulations associated staffing & scheduling
• Develop critical relationships with key technical/non-technical stakeholders to gain concurrence, input, execution and change management decisions
• Facilitate meetings with business owners to review incidents and potential future issues
• Recommend technical and functional solutions to requirements and develops metrics to measure the effectiveness of said solutions
• Communicate change management service procedures and working practices and changes to internal standards, processes, procedures and technology

Qualifications

• Expert knowledge of applicable federal and state laws, rules and regulations
• Ability to develop strategies to address highly complex and sensitive business issues
• Expert Knowledge of workforce forecasting methodologies and modeling techniques
• Significant experience with Verint Workforce Management or similar WFM platforms
• Extensive experience supervising and leading professional employees
• Significant experience working with all levels of staff, management, stakeholders, vendors
• Extensive experience in member/customer service operations to include understanding of effective member/customer service philosophy
• Advanced knowledge of principles and processes for measuring and evaluating program and individual effectiveness and developing alternative corrective actions
• Significant experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Extensive experience working with cross-functional teams and leading projects
• Advanced skill in building strategic and execution-focused plans and alliances with partner leadership
• Advanced skill resolving conflicting requests and meeting changing requirements
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Expert organizational, planning and time management skills
• Advanced skill interacting with staff, management, vendors and members diplomatically and tactfully
• Expert skill recruiting, retaining, coaching and motivating employees to achieve production results
• Expert verbal and written communication skills
• Advanced word processing and spreadsheet software skills
• Advanced database and presentation software skills
• Bachelor's degree in Statistics, Mathematics, Business Administration, or related field, or the equivalent combination of education, training, and experience

Desired Qualifications

• Working knowledge of Navy Federal's functions, philosophy, operations and organizational objectives
• Working knowledge of banking/financial industry trends, products and services
• Experience in budget forecasting and cost benefit analysis
• Master's degree in Statistics, Mathematics, or Business Administration

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526

About Us