Head, Workforce Management (Voice Branch) at Standard Bank South Africa

Looking for a future-thinking, capability shifter to head up workforce management in our Voice Branch.

Job Purpose

• Create a world class workforce scheduling strategy to enable Standard Bank to achieve its desired service levels and to promote positive customer experiences. The strategy must cater for traditional, UB and hybrid workforces. It must incorporate global best practice and leverage cloud-based technology and digital real time capability for managing frontline staff.
• Oversee a strong, capable workforce management team to execute on this strategy and take ownership of call centre, email and chat service level performance across multiple teams and functions primarily in (but not limited to) the CHNW segment
• Enable the modularization of workforce capability for reuse across ecosystems.

Responsibilities

Client

• Design and implement a workforce management plan to support and enable CHNW’s future ready customer experience aspirations (leveraging technology and best practice)
• Consistently enhance customer experience (servicing and sales) through:
• Monitoring and managing service levels and productivity metrics and conducting root cause analysis into deviations
• Working with the servicing teams to implement solutions and prevent reoccurrences
• Being immediately responsive to real time deviations
• Staying up to date with technology trends and industry best practice and incorporating these developments into the overall workforce plan
• Assuming the role of customer advocate and representing their service and sales experience interests in internal forums.

Product

• Formulate, own and enforce an integrated workforce strategy covering the short, medium and long term across call centre, email and chat environments to enable the achievement of required service levels and customer experience outcomes
• Create a modular workforce capability that can be outsourced for plug and play in an integrated ecosystem model
• Provide dynamic forecasting and direction by being aware of, understanding and helping manage all supply and demand levers and their impacts in real time
• Continuously engage with stakeholders to ensure up to date knowledge of staff movements, environmental triggers and strategic updates
• Intervene directly and escalate timeously wherever necessary to ensure agreed targets and outcomes are met
• Create and maintain a joint-leadership model between workforce and frontline management
• Provide accurate reporting on actual vs expected performance and take remediation steps as needed
• Initiate and drive plans to enable continuous improvements in efficiency and performance
• Build comprehensive relationship networks to ensure broad support for workforce management
• Represent the service areas when new initiatives are implemented by ensuring that all service-level related requirements are being catered for
• Provide recommendations for the annual workforce management budget (people, technology, etc) and manage the approved budget
• Generate, cascade and drive business goals as they relate to optimal service level performance
• Manage the physical working environment (tools and infrastructure)
• Provide accurate forecasting to ensure business needs are met
• Produce service level and related reporting that meets the highest quality standards
• Enable service level and productivity performance that meets the highest quality standards.

Risk & Compliance

• Ensure compliance with all statutory, regulatory and supervisory requirements
• Develop and adopt a comprehensive risk management framework for workforce planning including measurement and oversight of systems, processes and policies
• Proactively identify and manage operational risks and adverse trends (e.g. potential fraud)
• Thoroughly report all known operational risks
• Co-create, understand and apply appropriate BCM (Business Continuity Management) plans.

People

• Lead, inspire, motivate and manage a workforce team
• Recruit, develop and retain the relevant skills needed to meet business needs
• Hire and promote in line with Standard Bank’s transformation objectives
• Evaluate future requirements and leverage tools like skills assessments and competency-based training to provide development opportunities that are aligned to these
• Create an environment where learning and development are emphasised
• Take personal responsibility for coaching and mentoring others
• Delegate authority and responsibility effectively to ensure the empowerment and effectiveness of direct and indirect reports
• Encourage team members to express their views openly and constructively and support this by resolving issues raised and providing feedback
• Conduct regular one-on-one feedback sessions with direct reports and ensure this practice cascades down. This includes mid-year and final performance appraisals
• Create an inclusive environment for all team members to thrive irrespective of age, gender, disability, sexual orientation, or health condition
• Consistently reward and recognise peoples’ achievements and outputs
• Ensure that disciplinary action and grievances are addressed with urgency in line with Standard Bank’s policies and procedures.

Qualifications

• Degree in Information Studies OR General Management OR Industrial Engineering

Experience

• Minimum 5 years’ experience in Workforce Management leadership in a large corporate environment (Retail Banking is preferred but not essential). Sound knowledge of workforce management methodologies and global best practice is essential. Also essential is sound financial management experience and a proven leadership performance track record.