Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Planning, coordinating, and monitoring staffing levels to business volumes; accountable to understand and manage the implications of overstaffing/understaffing, identifying characteristics that create staffing challenges.
Act as an escalation point for advanced or difficult Workforce Management system issues
Make a variety of complex and important decisions broad in scope, that will have a significant cost/performance impact and that will affect GTBO Client Services.
Regularly perform QA checks to ensure Workforce Management system is compliant.
Develop, document, and manage system upgrades/enhancements to optimize staffing needs with a focus on compliance and the operational Key Performance Indicators....