Vice President of Workforce Management Transformation

Jobtailor

Pasig

On-site

PHP 1,800,000 - 3,600,000

Full time

13 days ago

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Job summary

Jobtailor seeks a senior leader to drive the global Workforce Management transformation across APAC, NA, and LATAM. You will define and execute a future-state operating model, improve forecasting and staffing, and standardize governance across regions.

You will modernize the WFM technology stack with AI and automation, partnering with IT and executive stakeholders to deliver measurable ROI and scalable processes.

Qualifications

Bachelor’s degree in business, operations, analytics or related field.
12+ years in Workforce Management or business transformation.
Experience leading WFM transformation across multiple regions.
Deep WFM knowledge in forecasting, capacity planning, scheduling, analytics.
Proven ability to influence senior stakeholders and lead large programs.

Responsibilities

Develop and execute global WFM transformation roadmap across APAC, NA, LATAM.
Establish future-state operating model aligned with growth strategy.
Improve forecasting accuracy, capacity planning, scheduling, staffing.
Standardize WFM methodologies, governance, and KPIs globally.
Modernize WFM tech ecosystem; drive AI, automation and analytics adoption.
Partner with IT to define requirements, evaluate and implement solutions.
Integrate WFM with CRM, HRIS, payroll and reporting platforms.
Present roadmaps, risks and performance to executives; lead change.

Skills

WFM Transformation

Forecasting

Capacity Planning

Staffing Optimization

Executive Leadership

Global Experience

AI Capabilities

Change Management

Financial Acumen

Education

Bachelor’s degree

Tools

WFM Platforms

CRM Integration

HRIS

Automation Tools

AI Technologies

Job description

Develop and execute SSG’s global Workforce Management transformation roadmap across APAC, North America, and LATAM
Establish a future-state WFM operating model aligned with SSG’s global growth and operational strategy
Improve forecasting accuracy, capacity planning, scheduling, staffing optimization, productivity, and service-level performance
Standardize WFM methodologies, processes, governance, and performance standards while accommodating regional requirements
Modernize SSG’s WFM technology ecosystem and evaluate and implement WFM platforms, analytics, automation, AI, and workforce optimization technologies
Partner with Technology/IT teams to define business requirements, evaluate solutions, and oversee implementation
Integrate WFM systems with CRM, HRIS, payroll, scheduling, reporting, and operational platforms
Establish global standards for demand forecasting, capacity planning, staffing models, and scenario planning
Align workforce plans with business forecasts, budgets, and financial objectives
Establish global WFM governance, policies, standards, KPIs, accountability, and executive reporting mechanisms
Serve as global subject matter expert and strategic advisor on Workforce Management transformation
Partner with Regional Presidents, Operations VPs, Client Services, Finance, HR, Technology, and executive stakeholders
Present transformation roadmaps, business cases, risks, and performance insights to executive leadership
Establish a roadmap for AI-enabled Workforce Management and automate repetitive WFM activities
Leverage data, machine learning, and predictive analytics to improve forecasting and workforce decisions
Lead organizational change related to WFM technologies, processes, structures, and operating models
Develop communication, training, and adoption strategies and build WFM organizational capability
Champion change across diverse cultures, regions, and operating environments
Lead through direct leadership, matrix leadership, influence, and executive stakeholder management across multiple countries, cultures, time zones, clients, and operating models

Requirements

Bachelor’s degree in Business, Operations, Analytics, Human Resources, Engineering, Information Technology, or a related field
12+ years of progressive experience in Workforce Management, Business Transformation, or related disciplines
Significant leadership experience managing WFM transformation across multiple regions, business units, or countries
Deep understanding of contact center/BPO Workforce Management principles and practices
Strong experience in forecasting, capacity planning, scheduling, staffing optimization, and workforce analytics
Demonstrated experience leading large-scale transformation programs
Strong understanding of WFM technology platforms, analytics, automation, and emerging AI capabilities
Proven ability to operate effectively at an executive level and influence senior stakeholders
Experience working in a global, multi-region organization
Strong financial and business acumen with the ability to develop and articulate transformation business cases and ROI
Exceptional communication, presentation, analytical, and problem-solving skills
Flexibility to participate in occasional meetings outside standard working hours
Ability to follow US business hours

Core Competencies

Demonstrates expertise in Workforce Management transformation, including forecasting, capacity planning, and staffing optimization, while leveraging advanced technologies such as AI and analytics. Proven ability to lead large-scale change initiatives and influence executive stakeholders across diverse global environments.

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