Manager, Risk Workforce Management & Analytics

Make your impact within a rapidly growing Fintech Company

As the Manager of Workforce Management (WFM) in Risk Management, you will play a pivotal role in building and scaling a WFM function that supports Risk Operations, Collections, and Credit Underwriting. This is not a traditional WFM role—our goal is to transition from manual processes to automated, data-driven solutions that enable proactive workforce planning and operational efficiency. This is a highly technical WFM role that requires expertise in ETL, automation, data engineering, and analytics.

You will act as a thought partner to strategize and execute solutions that balance SLAs, quality, and cost while supporting a dynamic and growing operational model. This role will require a deep understanding of data, automation, and process improvement, as well as the ability to collaborate with engineering teams to ensure the right workforce data is available for planning and reporting.

• Develop and implement the overall workforce management strategy for Risk Management Operations teams, ensuring alignment with business performance goals.
• Identify gaps in data availability, infrastructure, and automation, and drive the transition from manual processes to automated workforce intelligence outputs to support real-time monitoring. Find opportunities for process automation and implement improvements.
• Collaborate closely with engineering, data science, and development teams to define technical requirements, integrate data pipelines, and implement scalable WFM systems that support advanced forecasting, scheduling, and monitoring.
• Communicate key workforce performance metrics and insights to leadership in a clear and actionable manner - while providing recommendations to optimize scheduling, staffing, and operational efficiencies. Develop flexible workforce models that support various staffing types (full-time employees, third-party vendors) across multiple service channels.
• Build forecasting, scheduling, and real-time monitoring systems to improve workforce efficiency.
• Ensure optimal balance between service levels, quality, and operational costs.
• Leverage statistical modeling, machine learning insights, and automation tools to analyze workforce trends, generate predictive staffing models, and drive data-backed strategic recommendations.
• Partner with the Risk Management Reporting & Analytics team to develop dashboards and data visualization tools.
• Build and lead a high-performing WFM team to support Risk Management operations.
• Recruit, train, and develop team members while providing coaching and performance feedback.

We’d love to chat if you have:

• Bachelor’s degree in Business Administration, Operations, Data Analytics, or a related field preferred.
• 5+ years of experience in workforce management, capacity planning, or operations management in a risk management, financial services, or customer service environment.
• Experience working with workforce management applications (Calabrio, NICE, Verint, Aspect, or similar tools).
• Experience working with engineering teams to implement WFM data infrastructure.
• Proficiency in SQL, Python, or other data analysis languages for workforce planning and forecasting.
• Hands-on experience with WFM system automation, real-time data integration, and API-based reporting.
• Demonstrated ability to partner with engineering and analytics teams to define and implement workforce data solutions.
• Skilled in understanding WFM work KPIs and calculations to determine and optimize operations performance.
• Ability to think strategically and execute in a fast-paced, evolving environment.
• An affinity for “talking with numbers”—strong ability to quantify problems and support conclusions with data.
• Highly analytical, creative, and innovative approach to problem-solving.
• Strong stakeholder management and communication skills, with the ability to present insights and influence decision-making.