Global Workforce Management Analytics-Senior Vice President

Citi — Bangalore Karnataka India

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 Operat

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