TL;DR

Service Manager, Workforce Management (Fintech): Managing the full WFM planning cycle, ensuring seamless operations, and continuously improving WFM processes to meet SLAs with an accent on data-driven decisions and driving efficiency. Focus on short-term forecasting, optimised schedules, and partnering with the WFM Tech team to prioritise impactful initiatives.

Location: London, Cardiff or Remote (UK)

Salary: £50,200 - £63,450 + share options

Company

%hirify_global% is on a mission to make money work for everyone, waving goodbye to the complicated and confusing ways of traditional banking.

What you will do

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 skill sets, clearly defining their responsibilities, expectations, and contribution to WFM goals.
Continuously improving WFM processes to meet service requirements (SLAs), enhance COps efficiency (Wait Time), and align with budget (FTE/Overtime).
Proactively identifying risks to service and recommending cost-effective solutions.
Producing weekly and monthly reports for senior stakeholders, supporting board reporting and weekly service meetings.
Responding to incidents and working a WFM On-Call rota on PagerDuty to support out-of-hours incident response and service incidents.

Requirements

You have operations, WFM product/data, and service management experience.
You have a strong understanding of service management, comfortable with queues, task views, and SLAs.
You can have short term forecasting experience and can deep dive into service, forecasting, and scheduling issues to improve domain performance and align with WFM and domain goals.
You have proven experience managing and developing a high-performing team, setting clear responsibilities, expectations, and contributing to overall WFM objectives.
You have a high degree of comfort working with data to create documentation, recovery plans, and weekly reporting.
You have experience with projects and product changes, ensuring WFM can effectively support operational needs.
You're proficient in data analysis through multiple tools, including data visualisation tools (Looker, Tableau, etc.), BigQuery, and Google Sheets.

Culture & Benefits

Flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
£1,000 learning budget each year to use on books, training courses and conferences.
All employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Hiring process

Application Questions
Recruiter Call
Take Home Task (Presentation)
Role Specific & Values Interview