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Navy Federal Credit Union · 4 days ago

Manager Workforce Optimization (Lending Strategy)

Pensacola, FL

Full-time

Onsite

Mid, Senior Level

$128K/yr - $164K/yr

Navy Federal Credit Union is seeking a Manager of Workforce Optimization to oversee and manage workforce management activities for its Lending teams. The role involves optimizing staffing levels, resource allocation, and ensuring alignment with business objectives to enhance member service and operational excellence.

AssociationFinancial ServicesNon Profit

Comp. & Benefits

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

Qualification

Workforce forecasting methodologiesVerint Workforce ManagementStaffingScheduling plansOperational analysisBudget forecastingData-informed decision makingCross-functional team leadershipCoachingMotivating employeesDiplomatic interactionAdvanced software skillsExpert communication skillsOrganizational skillsTime management skills

Required

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