The Workforce Strategy team delivers data-driven insights, analytics, and services to ensure Customer Operations maintains optimal staffing levels to meet business demands. This role provides actionable intelligence to delivery teams across areas such as forecasting and planning, operational efficiency, headcount management, and workspace utilization. Additionally, it serves as a critical liaison between Customer Operations, Human Resources, and Finance, enabling alignment and informed decision-making.

Responsibilities:

Forecasting & Capacity Planning

• Develop detailed and accurate headcount capacity plans (long-term/short-term) to be shared with the Finance and Operations teams for budgeting purposes
• Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input management process by use of statistical forecasting models and analysis.
• Responsible for the capacity and staffing of one or more accounts, providing guidelines and directions for the schedule creation.

Reporting & Analytics

• BI and Data analytics
• Expertise in Power BI tool
• Good knowledge of database management and data modelling
• Expertise in DAX, SQL, and other analytical tools

Efficiency Tracking

• Provide robust measures of efficiency/productivity for each major business delivery team function
• Identify Areas of opportunities and work with Operations, Reporting and Workflow teams to address the inefficiencies 

Scheduling

·       Scheduling and shift optimization for Customer Support roles

Partner Engagement

• Work closely with Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs
• Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
• Develop and produce performance information to advise, engage and influence various levels of operational management based on the Power BI dashboards with performance reports

Qualifications:

• Minimum of 8 years of experience in Workforce Management, including prior expertise in capacity planning
• Proven experience in running a workforce management program, delivering resourcing plans for a variety of support and back-office processing functions.
• Deep understanding of Capacity plan build, scheduling, workforce planning, tools and methodology
• Ability to create executive summaries that deliver a clear, compelling narrative of actionable insights and performance outcomes
• Must have Power Bi expertise
• Excellent database leadership skills
• Should have good analytical, Interpersonal & Problem-Solving skills.
• Understanding of business processes improvement and methods of working
• Exceptional communication, customer management skills and experience partnering with senior business leaders
• Experience working in a highly sophisticated global matrix environment
• Excellent planning, administration and organization skills
• Proven ability to perform effectively under high-pressure situations and meet tight deadlines.
• Capable of independently managing tasks with minimal oversight; a proactive self-starter who quickly adapts to evolving requirements.

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

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