The Senior Vice President – Global Workforce Management Analytics is a senior leadership role responsible for driving enterprise‑wide workforce planning, optimization, and analytics across Global Operations. The role partners closely with Operations, Business, and Workforce leaders to ensure the organization has the right capacity, skills, and deployment to meet customer demand efficiently and safely.
This role leads analytics that enable demand forecasting, capacity planning, scheduling optimization, productivity management, and workforce risk mitigation. The SVP will also drive the adoption of AI‑enabled workforce solutions and build future‑ready WFM analytics capabilities to support evolving operational models.
The position requires strong operational judgment, advanced analytical thinking, and the ability to influence senior leaders through data‑driven insights.
Key Responsibilities
Global Workforce Management Strategy
- Define and execute a global Workforce Management (WFM) analytics strategy aligned with Operations, customer demand, cost efficiency, and risk objectives.
- Serve as a senior advisor to Operations and Workforce leaders on capacity, staffing, and workforce optimization decisions.
- Identify systemic opportunities to improve workforce efficiency, flexibility, and resilience through analytics.
Demand Forecasting & Capacity Optimization
- Lead analytics supporting:
- Short‑ and long‑term demand forecasting
- Capacity planning across geographies, functions, and skill pools
- Staffing models aligned to volume, complexity, and service‑level requirements
- Ensure forecasting models are robust, scalable, and continuously refined based on performance and business changes.
- Drive insights that balance service delivery, employee experience, cost, and risk.
Scheduling, Productivity & Utilization Analytics
- Drive analytics to optimize:
- Workforce scheduling and shift designs
- Utilization, shrinkage, and productivity
- Intraday and real‑time workforce performance
- Partner with Operations leadership to translate productivity insights into executable actions.
- Support consistent global standards while enabling regional flexibility where required.
AI Adoption & Advanced Workforce Analytics
- Drive the responsible adoption of AI, machine learning, and optimization techniques in workforce forecasting, scheduling, and capacity planning.
- Partner with stakeholders to move AI‑enabled WFM solutions from pilots to scaled, embedded operational usage.
- Ensure workforce analytics solutions are explainable, auditable, and aligned with risk and regulatory expectations.
- Monitor emerging trends in WFM, automation, and AI to ensure the function remains future‑ready.
Business Partnership & Stakeholder Management
- Build strong relationships with senior Operations, Workforce, and Business stakeholders globally (US, APAC, Global).
- Independently manage complex stakeholder engagements, from problem definition through insight delivery and sustained adoption.
- Influence decision‑making across matrixed teams without direct authority.
Execution & Delivery Management
- Own end‑to‑end delivery of WFM analytics across a multi‑layered global team.
- Ensure consistent quality, timeliness, and business impact across forecasting, planning, and optimization initiatives.
- Balance near‑term execution needs with long‑term capability and platform evolution.
Talent, Capability & Culture Building
- Build and sustain a forward‑compatible Global WFM Analytics organization with deep expertise in:
- Workforce forecasting and capacity planning
- Optimization and scenario modeling
- AI / ML applications in workforce management
- Operations and domain knowledge
- Lead and manage teams of 20+ analytics professionals, including people managers.
- Attract, develop, and retain top analytics talent with strong succession and leadership depth.
- Foster a culture of analytical rigor, continuous learning, innovation, and ethical AI usage.
Risk, Governance & Workforce Controls
- Ensure workforce analytics appropriately incorporate operational risk, labor considerations, and regulatory expectations.
- Partner with Risk, HR, and Operations to support safe, compliant, and sustainable workforce decisions.
- Escalate and manage workforce‑related risks with transparency and sound judgment.
Required Experience & Skills
Experience
- 12+ years of experience in analytics, preferably some of it in supporting Workforce Management or Operations.
- 6+ years leading analytics teams in large, matrixed, global organizations.
- Strong experience in financial services, large‑scale operations, or customer service environments.
- Demonstrated impact in workforce planning, capacity optimization, or productivity analytics at scale.
- Deep understanding of workforce drivers including demand, capacity, skills, and cost trade‑offs.
Analytics & Workforce Skills
- Expertise in workforce analytics, forecasting, capacity planning, and optimization.
- Strong problem‑solving and analytical modeling capabilities.
- Experience designing scalable analytical frameworks rather than one‑off analyses.
- Familiarity with AI / ML concepts applied to forecasting, optimization, and workforce decision‑making.
Leadership & Behavioral Competencies
- Strong strategic thinking with a clear bias for execution and outcomes.
- Executive presence with the ability to influence senior leaders through analytics.
- Comfort operating in ambiguity and fast‑changing environments.
- High ownership, accountability, and commercial mindset.
Education
- MBA or Master’s degree degree in a quantitative or analytical discipline (Engineering, Statistics, Mathematics, Economics, Operations Research, Information Systems).
What Success Looks Like
- Workforce decisions are driven by forward‑looking, AI‑enabled analytics.
- Measurable improvements in service levels, productivity, cost efficiency, and workforce utilization.
- Strong global WFM analytics capability with sustainable talent and leadership depth.
- Trusted partnership with Operations and Workforce leadership globally.
------------------------------------------------------
Job Family Group:
Decision Management
------------------------------------------------------
Job Family:
Business Analysis
------------------------------------------------------
Time Type:
Full time
------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.
------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
------------------------------------------------------
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
