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Workforce Management Operations Group Manager

https://www.citi.com/ Logo

Citi

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Location:
United States , Jacksonville ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

119680.00 - 179520.00 USD / Year
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Job Description:

Citi’s Global Workforce Optimization (GWFO) is an organization within Citi’s Enterprise of Excellence. Enterprise Excellence designs solutions providing transparency & visibility of the current state; empowers operations and functions to leverage enterprise solutions to drive improved process & workforce optimization; and supports the evolution of the organization via continuous improvement & simplification. Our GWFO mission is to partner with Citi businesses globally to improve the customer experience, increase revenue, achieve service objectives, and maximize efficiency. GWFO support includes workforce management related activities, including capacity planning, analytics, and supplier tools support.

Job Responsibility:

  • Lead a team of Workforce Management Ops Support Lead Analysts that will deliver accurate forecasting of headcount needed to achieve key performance metrics
  • Provide strategic oversight, visionary guidance, and robust leadership for all capacity planning activities
  • Ensure precise planning, flawless execution, and unwavering alignment to organizational goals and strategic business objectives
  • Review and approving vital capacity plans, from innovative hiring strategies to incisive scenario analyses and comprehensive financial impact assessments
  • Drive the development and implementation of advanced analytics, cutting-edge AI/ML models, and sophisticated Workforce Management (WFM) software applications
  • Act as a primary point of contact and an indispensable trusted advisor, engaging with senior leadership and key stakeholders across critical functions including Operations and Finance

Requirements:

  • 10+ years of experience in operations support, workforce management, or a related field, with a significant portion in a leadership or managerial capacity
  • Prior experience in banking industry or financial services sector is highly desirable
  • Extensive knowledge with call management, workflow/inventory management, workforce management applications, and forecasting methodologies
  • BS in Computer Science, Economics, Finance, Data Science, or Math with Master’s degree preferred
  • Strong proficiency in data analysis, reporting tools, and advanced analytical techniques
  • Ability to build and maintain strong relationships across diverse organizational functions and levels
  • Demonstrate ability to lead, motivate, and develop high-performing teams
  • Excellent analytical and critical thinking skills, and complex problem-solving capabilities, with the ability to translate business requirements and drive team to produce desired output across all organizational levels, particularly executive levels
  • Detail oriented with good organization and presentation skills
  • Ability to interact with all levels, including senior management, as a business partner with excellent verbal and written skills
  • Ability to work with minimal supervision in a fast-paced environment, to be able to prioritize work, set goals and complete work by designated deadlines
  • ability to work independently
  • Ability to build alliances, influence and negotiate to drive decisions
  • Positions oneself to be a partner to drive results along with key stakeholders and decision makers. Provide input/recommendations to the respective budget and financial impacts to the organization
What we offer:
  • medical, dental & vision coverage
  • 401(k)
  • life, accident, and disability insurance
  • wellness programs
  • paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
  • discretionary and formulaic incentive and retention awards

Additional Information:

Job Posted:
April 01, 2026

Expiration:
April 01, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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