Workforce & Portfolio Manager

Job description

Job Summary This role will be responsible for generating and reporting reports as per Business, Group, and Regulator requirements, providing a bird's eye view to Client Centre management on KPI progress, and ensuring frontline capacity planning, target setting, and administration through proper workforce scheduling. Additionally, the role involves arranging and conducting meetings to improve departmental performance, preparing for monthly and annual performance reviews to establish goals and development plans, and ensuring Call Center KPIs are met within targets, reporting any breaches to management. Key Responsibilities Responsible for generating reports as per business requirements. Coordinate with relevant stakeholders on day-to-day activities. Provide a bird's eye view to Client Centre management on KPI progress. Ensure high self-knowledge on all products and processes, keeping oneself updated. Responsible for frontline capacity planning, target setting, and administration through proper workforce scheduling. Ensure proper load allocation in terms of productivity and execution of client engagement/portfolio management model. Adhere to all policies, guidelines, procedures, and local regulatory requirements, reflecting best practices and Group directions. Maintain proper hygiene and ensure the clean desk policy is followed. Skills and Experience Data Gathering and Reporting Budget Management Sales Proposals and Presentations Sales Forecasting Stakeholder Management Effective Communications Call Center Management What we offer In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing. Core bank funding for retirement savings, medical and life insurancewith flexible and voluntary benefits available in some locations. Time‑offincluding annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum. Flexible workingoptions based around home and office locations, with flexible working patterns. Proactive wellbeing supportthrough Unmind, a market‑leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first‑aiders and all sorts of self‑help toolkits. A continuous learning cultureto support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning. Being part of an inclusive and values‑driven organisation, one that embraces and celebrates our unique diversity across our teams, business functions and geographies – everyone feels respected and can realise their full potential. #J-18808-Ljbffr