Service Manager, Workforce Management (Fintech)

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