Workforce Management Lead

About the Position

Workforce Management Lead

Wise is a global technology company, building the best way to move and manage the world’s money. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world’s money.

For everyone, everywhere.

Responsibilities

A. Team Leadership & Capability Development

• Lead and develop Scheduling and Intraday WFM Specialists.
• Define clear accountability boundaries across tactical and real-time scopes.
• Elevate analytical maturity beyond administrative execution.
• Coach team members in Scenario modelling, Workforce risk quantification, Structured incident response.
• Build succession strength and capability depth.
• Foster a culture of data-driven decision-making and ownership.

B. Tactical Planning & Schedule Governance (0–30 Day Horizon)

• Own end-to-end schedule publication governance.
• Ensure schedules reflect approved capacity plans, are interval-accurate and structurally optimised, comply with labour and contractual obligations.
• Oversee scenario testing and trade-off validation prior to release.
• Balance service protection with cost efficiency and schedule stability.
• Approve short-term workforce interventions (OT, VTO, temporary uplift).
• Identify systemic schedule weaknesses before operational impact.

C. Weekly Workforce Steering

• Lead weekly tactical workforce performance reviews.
• Identify structural and emerging risks across 1–3 week horizon.
• Drive proactive adjustments to reduce intraday volatility.
• Align closely with Forecasting and Capacity Planning on emerging shifts.
• Ensure continuous feedback loop from execution into planning assumptions.

D. Intraday Performance & Operational Control

• Oversee real-time service level, occupancy, and productivity monitoring.
• Ensure structured and rapid deviation diagnosis.
• Guide stabilisation interventions to prevent performance oscillation.
• Maintain disciplined escalation protocols with Operations leadership.
• Safeguard service performance during peak volatility.

E. Incident Management & Command Center Leadership

• Act as the Workforce Command Center lead during operational disruption.
• Own structured workforce response to demand surges, high absenteeism events, system/tool outages, service-level degradation.
• Quantify operational risk exposure and recovery timelines.
• Coordinate cross-functional workforce interventions.
• Ensure incidents are managed through defined protocols, not reactive decisions.
• Lead post-incident reviews and embed systemic improvements.

F. WFM CoE Governance & Standardisation

• Enforce WFM execution standards across Scheduling and Intraday.
• Drive adoption of workforce governance frameworks, incident playbooks, tactical review cadences, decision documentation standards.
• Reduce dependency on ad hoc, spreadsheet-driven processes.
• Strengthen system-based optimisation and automation.
• Ensure auditability, reproducibility, and structural integrity of workforce decisions.
• Contribute to maturity uplift of the WFM operating model.

G. Continuous Improvement & Execution Excellence

• Identify recurring volatility drivers.
• Improve shrinkage modelling and break optimisation logic.
• Increase automation and reporting maturity.
• Reduce emergency interventions and reactive staffing.
• Improve alignment between planning accuracy and operational execution.

Requirements

• Experience as a people lead: At least 3 years of experience leading teams and 2 years in a Workforce Management role.
• Independent problem solver: Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
• Self-starter: Proven track record of taking ownership and creatively solving problems, while improving efficiency.
• Strong understanding of WFM: Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.
• Strong relationships with stakeholders: Ability to connect and maintain relationships with various internal teams.
• Strategic and data-driven: Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.
• Process Expert: Lean Six Sigma experience to green-belt level, understanding how to formally document processes, automate, improve efficiency, and reduce waste and cycle times across WFM practices.

Nice to Have

• Data Analysis
• BI Tools
• SQL
• Python

We Offer

• Compensation: INR 2400000 - INR 3300000 yearly
• Employment Type: Full-time
• Location: India (On-site)

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money. We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

For more information about working at Wise, visit Wise.Jobs.