Assistant Manager, Workforce Management

Overview

Direct day-to-day workforce management operations to optimize branch efficiency and achieve short term and tactical service objectives. Research and analyze branch data to identify trends/issues and provide accurate planning and forecasting models. Focus on execution of hiring and any other plans provided by leadership. Act as Manager in the incumbent's absence.

Responsibilities

• Plan and oversee the production of workforce management (WFM) staff to meet branch staffing requirements
• Provide feedback to leadership and planning partners on potential changes to work and/or staff needs that may have a long-term impact; serves as a regular contact/liaison with operational leadership regarding staffing status or decisions
• Assist Manager in selecting data that measures performance against established standards and organizational expectations (e.g., forecast accuracy, shift optimization, service levels, etc.)
• Analyze data, formulate conclusions and recommend appropriate action(s) to meet/exceed performance standards and expectations
• Manage work volume by monitoring appropriate workforce management systems
• Interpret data and recommend adjustments to staff distribution; overtime availability; and/or non-demand work activities
• Evaluate the efficiency of processes and service by analyzing reports from systems and recommend changes to improve service and eliminate /reduce negative trends
• Receive, investigate, and resolve urgent or complex system or scheduling issues (via telephone, written, electronic message, etc.) by taking or recommending appropriate and/or corrective action
• Assist Manager to monitor branch operations and ensure incorporating industry standards implementation of best practices technology and standards
• Assist management and supervisors in understanding workforce management practices, systems, and methods or theories
• Consult and communicate with leadership on projects, system changes, system outages, changing business needs, and strategic objectives
• Ensure efficient use of branch technology by analyzing real time and historical performance/trends
• Meet anticipated service levels by determining methods or improvements for managing work volume
• Promote communication through regularly scheduled meetings to identify and resolve internal problems, questions, efficiency or procedures affecting branch operations
• Demonstrate project leadership and execution, including initiatives with technology, processes, cross- functional teams and external partner team members
• Represent team on special projects
• Maintain high degree of knowledge of branch technology and workforce management practices
• Consult with the Manager to review work in progress and coordinate branch activities to include forecasting work volume; scheduling branch personnel; reviewing statistical data and reports
• Assist Manager to monitor branch operations and ensure implementation of best practices technology and standards
• Serve as a liaison to ISD to ensure the full-time day-to-day availability of WFM (Workforce Management) related systems
• Participate in contract negotiations for new vendor products and ensures service level agreements meet division needs
• Maintain strong knowledge of Workforce Management software and industry best practices
• Analyze short-term, real-time and historical performance reports to determine methods for handling peak- time and reasons for trends
• Make changes to methods to improve peak-time service and eliminate/reduce negative trends
• Perform other duties as assigned

• Experience in progressively responsible positions which demonstrate the ability to supervise, exercise good judgment, and lead effectively, preferably in a financial institution
• Experience as a project lead, which involves organizing tasks, providing status reports to senior management, establishing and meeting deadlines, and facilitating presentations on complex material to multiple levels of management
• Familiarity with extensive knowledge of branch workforce management systems and practices
• Working knowledge of branch tools and technologies
• Working knowledge of statistical methods, mathematical techniques, and related analytical tools including forecasting and projections
• Experience to work independently and in a collaborative environment
• Effectively to be able interact with others diplomatically and tactfully
• Effective ability to implement programs, produce desired results and achieve objectives
• Effective in the use of a personal computer and associated software
• Working knowledge in applying technical skills and resources with initiative and creativity to solve problems and facilitate the decision-making process
• Bachelor's degree in a related field, or the equivalent combination of education, training and experience

• Working knowledge of Navy Federal business procedures to include an understanding of member service
• Experience in project and process management and statistical analysis
• Effective experience in group leadership and conflict resolution
• Knowledge of Navy Federal's services, products and functions
• Knowledge of Navy Federal business processes and applications
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely