Manager, Intra-day Workforce Management
BMO
Toronto, ON, CAN
4d ago

Job Family Group : Human Resources

Human Resources

The Manager, Intraday Workforce Management is accountable for scheduling, monitoring and responding to intraday fluctuations in the drivers of service levels across all sites and skill sets within the Fraud Operations Business Unit spanning across 4 separate sites.

Typical drivers of service levels include schedule adherence, alert volumes, vacancies, and other internal and external events.

The Manager, Intraday Workforce Management will establish and manage a control centre within Fraud Operations to update Analyst schedules and demand forecasts at half-hour intervals during the day and identify emerging staffing gaps or surpluses.

Intraday Workforce Management will follow explicit guidelines to respond to emerging staffing gaps or surpluses. For example, when a staffing gap emerges, Intraday Workforce Management could implement measures such as rescheduling secondary activities, increasing cross-support, or offering overtime to Analysts.

Appropriate interventions will be defined by the Fraud Operations Senior Leadership Team (SLT), with input from Intraday Workforce Management, Workforce Scheduling, Demand Forecasting and other stakeholders.

The role will establish processes to identify and assign a prioritization code to all planned activities and will work closely with Change Management and Workforce Scheduling to track and ensure all required activities are completed.

Intraday Management will also monitor and report on schedule adherence (i.e., attendance, tardiness) and provide schedule adherence reports to Fraud Operations Leaders.

Intraday Workforce Management is a critical function to optimize service level management. The function relies heavily on input from Fraud Operations across from all sites and functions.

The Manager, Intraday Workforce Management will provide intraday reports on service levels, alert volumes, schedule adherence, and will provide daily and weekly summary reports to the Director / Senior Managers / Managers of Fraud Operations.

Intraday Workforce Management will also record a log of activities or events that occur during each day that could impact service level drivers, with an aim to creating a historical log of qualitative observations to assist in future demand forecasting efforts.

KEY AREAS OF ACCOUNTABILITY

A. Business Delivery & Operational Effectiveness

B. Client & Relationship Management

C. Risk Management & Control

D. Change & Innovation

E. Managerial Leadership & Planning

ACCOUNTABILITIES

Business Delivery & Operational Effectiveness Accountable for scheduling, monitoring and responding to intraday fluctuations in the drivers of service levels across all sites and skill sets within all Fraud Operations sites.

Typical drivers of service levels include schedule adherence, alert volumes, vacancies, and other internal and external events.

Monitor, investigate, respond to and report on differences between actual and forecast schedule adherence, alert volumes across all skill sets and locations.

Establish and manage a control centre within Fraud Operations to update Analyst schedules and demand forecasts at half-hour intervals during the day and identify emerging staffing gaps or surpluses across all skill sets and locations.

Follow explicit guidelines to respond to emerging staffing gaps or surpluses, such as rescheduling secondary activities, implementing cross-support changes, offering voluntary time-off or paid overtime.

Provide subject matter expertise to Fraud Operations Senior Leadership Team (SLT) on appropriate interventions to address staffing gaps or surpluses.

Establish processes to identify and assign a prioritization code to all planned off-phone activities, and work closely with Management to track and ensure all required activities are completed.

Monitor and report on schedule adherence (i.e., attendance, tardiness) and provide schedule adherence reports to Fraud Operations Leaders, including breaches of any schedule adherence policies.

Provide intraday reports on service levels, alert volumes, vacancies and schedule adherence. Provide daily and weekly summary reports to the Leaders within Fraud Operations.

Record a log of activities or events that occur during each day that could impact service level drivers, with an aim to creating a historical log of qualitative observations to assist in future demand forecasting efforts.

Continuously refine intraday workforce management approaches to allow the Fraud Operations to manage service levels more effectively.

Research and analyze industry best practices with respect to Intraday Workforce Management in order to recommend and implement proactive improvements to the Intraday Workforce Management function.

Client & Relationship Management Liase with Leaders within the Fraud Operations sites to better understand staffing challenges and needs.

Work closely with Fraud Operations Leaders to ensure the effects of service level interventions are managed appropriately.

Provide analytical expertise to Fraud Operations Leaders to support the business as appropriate.

Risk Management & Control Provide feedback to Demand Forecasting on variances in alert volume, vacancies and schedule adherence forecasts, with the objective of refining forecast models to improve future forecast accuracy.

Continuously monitor, investigate, respond to and report on fluctuations in drivers of service levels.

Change & Innovation

Recommend and implement improvements to operational and Intraday Workforce Management processes to allow the Fraud Operations to manage service levels more effectively.

Research and analyze industry best practices with respect to Intraday Workforce Management in order to recommend and implement proactive improvements to the Intraday Workforce Management function.

KNOWLEDGE AND SKILLS

Analytical Thinking (In-depth)

Systematically breaks down problems or processes into component parts using several business analysis techniques. Analyses or plans have multiple dimensions for each component, each requiring the application of knowledge of various business and financial principles.

Problem Solving (Working)

The creative application of various rules, procedures, techniques, or principles to solve complex problems where there is no single correct answer.

Technology Understanding (Working)

Able to identify, comprehensively understand, and articulate the current state and evolution of a particular technology / technological issue or group of technologies / technological issues, and the implications for the organization / unit / area of focus and expertise.

Includes the ability to identify the key drivers of technology usage, and how to predict how new developments or applications will affect individuals and groups within the organization in order to achieve work related goals.

Environmental Understanding (In-depth)

Anticipates the impact of trends on the organization and its customers, and understands the implications for the area of focus.

Specific focus is on financial trends.

Information Management (In-depth)

Effectively identifies, collects, analyzes and interprets information, and then directs it, and / or resultant insights, to the appropriate points of decision-making in order to enhance the organization's competitiveness and responsiveness.

Specific focus is on integrating sales and service measurement information and reporting standards, processes, systems, and technology from a variety of platforms to enable the interpretation, comparison and value-added exchange of measurement data and information among providers and users in order to support sales and service management objectives.

We’re here to help

At BMO we are driven by a shared Purpose : Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people.

By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact.We strive to help you make an impact from day one for yourself and our customers.

We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives.

Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

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