Workforce Enablement Specialist

London Stock Exchange Group; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Healthcare

Retirement planning

Paid volunteering days

Wellbeing initiatives

Job summary

London Stock Exchange Group Bengaluru is seeking a WFE Specialist to join the Workforce Enablement team. You will forecast capacity, plan headcount, and optimize staffing for Customer Operations, partnering with HR and Finance to align resources with business demand.

You will develop models, track productivity, and provide actionable insights to drive performance. The role requires strong analytical and communication skills and experience in a global matrix environment.

Qualifications

• 8–11 years of experience in workforce management or related field.
• Strong communication and stakeholder management skills.
• Experience with capacity planning and scheduling in a global matrix environment.
• Excellent analytical and problem-solving abilities.
• Deep understanding of workforce planning, tools and methodologies.

Responsibilities

• Forecasting & Capacity Planning: develop detailed resource models for headcount utilization.
• Deliver forecasting for interactions, processing time, shrinkage, attrition, and other metrics for capacity planning.
• Manage capacity, staffing and resource planning for CO accounts; guide WFM schedulers.
• Headcount Reporting & Analytics: provide recruitment pipeline requirements.
• Productivity Tracking: measure efficiency for each major business delivery function.
• Scheduling: optimize shifts for Customer Support roles.
• Stakeholder Engagement: collaborate with CO, HR and Finance partners to meet business needs.
• Develop and maintain internal data controls and performance actions.
• Produce performance information to inform operational management.

Skills

Forecasting

Capacity planning

Headcount reporting

Scheduling

Stakeholder management

Data analysis

Communication

Interpersonal skills

Tools

Excel

SQL

Forecasting tools

Job description

Proud to share LSEG in the India is Great Place to Work certified (Jun ’25 – Jun ’26). Learn more about life and purpose of our company directly from India colleagues’ video: Bengaluru, India | Where We Work | LSEG

Position Summary

Metric's Office drives Customer Operations culture of quality, consistency and continuous development resulting in exceptional performance and a first-class customer experience. Workforce Enablement team sits within Metric's Office. Their role is to provide the data, analytics, and resource management services to ensure Customer Operations’ staffing levels are appropriate to handle the needs of the business. Reporting to the WFE - Manager, a WFE Specialist will be responsible in providing actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and seating & space utilization. This role is the key interlock between Customer Operations, Human Resources and Finance.

Responsibilities

• Forecasting & Capacity Planning Develop detailed resource models to show headcount utilization and need for major CO delivery team functions
• Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input for the capacity management process by use of standard forecasting tools and analysis.
• Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler creation
• Headcount Reporting & Analytics Provide recruitment pipeline requirement
• Position & Head Management Productivity Tracking Provide robust measures of efficiency/productivity for each major business delivery team function
• Scheduling Scheduling and shift optimization for Customer Support roles
• Stakeholder Engagement Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs
• Should be able to develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
• Develop and produce performance information with which to inform, engage and influence various levels of operational management.

Qualifications

• 8-11 years of experience in managing a workforce management program, delivering resourcing plans for a variety of support and back office processing functions
• Must have good Communication skills
• Excellent database management skills
• Should have good analytical, Interpersonal skills & Problem Solving skills.
• Should have working knowledge of Capacity plan build and scheduling
• Exceptional communication and stakeholder management skills and experience partnering with senior business leaders
• Experience working in a highly complex global matrix environment
• Deep understanding of workforce planning, tools and methodology
• Understanding of business processes improvement and methods of working
• Strong interpersonal skills with all level of staff with excellent verbal and written communication
• Excellent planning, administration and organization skills

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

Benefits

• healthcare
• retirement planning
• paid volunteering days
• wellbeing initiatives

We are proud to be an equal opportunities employer.

This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law.

Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Our Data & Analytics, Capital Markets and Post Trade divisions have a combined power that provides a comprehensive, integrated suite of trusted financial market infrastructure services to help our customers pursue their ambitions. Explore our divisions LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific.

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