Head Of Workforce Management

Description

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.

Desirable

• Experience with AI-native WFM platforms (Assembled, injixo, Tymeshift, QStory or similar).

• Background in financial services, fintech, BFSI, or regulated global operations.

• Experience contributing to a WFM system implementation or migration.

• Experience working across two or more distinct contact centre environments with different tooling stacks.

Essential

• Proven track record in a WFM leadership or senior analyst role within a large-scale contact centre, BPO, global captive, or multi-channel customer service environment.

• Deep working knowledge of real-time management — adherence, shrinkage, interval-level SLA dynamics, and how to move levers in the moment to protect service levels.

• Experience managing or mentoring RTAs, with confidence in setting standards and holding a team to them.

• Hands-on experience with at least one enterprise WFM platform (NICE, Genesys, Verint, Alvaria or similar) — configure views, build alerts, interrogate data independently.

• Strong analytical skills: SQL, Excel or BI tooling, able to turn raw WFM data into insight, credible presenting findings to operations managers and senior stakeholders.

• Comfortable operating across time zones — experience in a global or multi-region WFM function is strongly preferred.

• Confidence to challenge upwards and across: if the forecast is wrong, the schedule is undeliverable, or the data tells a different story — you say so, constructively, collaboratively and with evidence.

People Leadership

• Line manage a team in Bangalore; performance reviews, development conversations, and day-to-day wellbeing, promoting a safe and happy working environment.

• Build a team culture grounded in accuracy, accountability, and clear communication — where people understand the why behind WFM processes, not just the what.

• Act as the first point of escalation for RTA queries, coverage issues, and operational emergencies across time zones.

• Develop your team’s capability over time — this is a function being built, and the people in it should grow with it.

How we work

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

Scheduling & Capacity Planning

• Own and oversee short-term scheduling (0–4 weeks) across both contact centre environments, ensuring schedules are demand-driven, fair, and compliant with regional employment requirements across all geographies.

• Own forecasting: translate longer-horizon demand signals into accurate, workable schedules at interval level. This is not a supporting task — forecasting accuracy sits with this role.

• Lead long-term headcount planning with a forward view across upcoming product launches, market expansions, and the evolving rotational shift model — strategic capacity planning is central to this role, not an afterthought.

• Define a single source of truth for productivity across both contact centres: reconcile different measurement approaches, agree unified metrics, and maintain them. This is complex, important work.

• Proactively challenge scheduling assumptions where volumes, shrinkage, or headcount reality have shifted.

• Oversee the exception handling process (shift swaps, schedule changes, overtime requests) with clarity and consistency.

Real-Time Operations — Global Scope

• Lead and develop a team in Bangalore, setting clear expectations, performance standards, and development plans.

• Own intraday management across global operations: monitor adherence, track interval-level performance, and coordinate real-time responses to volume spikes, absences, and unexpected demand shifts — across APAC, EMEA (including Europe), and other time zones.

• Establish and enforce RTA protocols — threshold alerting, escalation paths, documented response playbooks — so that reactive decisions are fast, consistent, and evidence-based regardless of the time zone.

• Build and maintain real-time dashboards that give operations leadership across all regions live, actionable visibility into staffing coverage, SLA trajectory, and queue health.

• Be the connective tissue between scheduling, operations, and the floor — translating WFM data into decisions that keep service levels intact, with the authority to act, not just advise.

Data, Reporting & Continuous Improvement

• Produce weekly and monthly reporting packs covering adherence, schedule efficiency, SLA attainment, and RTA team performance — with commentary and recommendations, not just numbers.

• Identify patterns in adherence failures, volume anomalies, or scheduling gaps and drive root-cause fixes, not workarounds.

• Actively contribute to the broader WFM transformation agenda: surface what is broken, propose how to fix it, and own the execution.