Manager, Workforce Management

Are you passionate about being part of a team at a Fortune 100 company with nearly $70 billion in annual sales that delivers extraordinary care to help individuals and businesses prepare for and protect their future? If so, then Nationwide Financial could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers and partners are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.

The Manager, Workforce Management (NF) is a leadership position, overseeing a team directly supporting Nationwide Financial workforce management analytics and operations. This role does not qualify for employer sponsored work authorization. Nationwide does not participate in the STEM OPT extension program. It is our intention to fill this role in Columbus, OH. The hired associate must reside within 35 miles of One Nationwide Plaza, Columbus OH, 43215.

This position will be hired on a Success Flex basis. You will be required to come into the office, according to the department’s current hybrid schedule. #LI-KD1

Job Description

Summary:

We are “mission control” at Nationwide, helping business units put the right amount of people in the right place at the right time. Aligning capacity with work requires an analytical and forward-thinking approach and meaningful collaboration with functional areas across the enterprise. If you are innovative, thrive in a fast-paced, constantly evolving work environment, we want to hear from you! As a Manager of Workforce Management, you’ll partner with a co-sourcing vendor in support of operational centers with 6,000+ front line associates that operate in a 24x7x365 environment.

We’ll count on you to provide an outstanding customer experience and satisfy the department’s workforce management needs by ensuring service levels are consistently met in a productive and financially responsible manner. You’ll work closely with all levels of leadership and finance to create and execute operational strategies that support the larger organization’s growth objectives. You’ll be instrumental in providing oversight of short-term planning activities as well as guidance on long-term staffing needs.

• Implements a business decision support strategy for business unit that encompasses statistical analysis of an operation’s productivity, prepares statistical analytics, and audits current procedures to monitor efficiency of an operation and ensures service levels/turn-around-times are achieved while identifying process improvements.
• Communicates with business partners, staffing vendors, and workforce management contacts to drive expectations and deliver actionable insights to business partners.
• Directs the development and deployment of appropriate reporting to share critical operating data in a timely and effective manner; develops and communicates explanation for variance in workload trends and resource availability.
• Partners with executive leadership to develop and manage annual multi-million-dollar budgets and partners with finance, training, and others to assist with all facets of financial management.
• Provides oversight of hiring/scheduling efficiency that drives fiscal responsibility.
• Leads the development and maintenance of capacity-planning tools to accurately forecast workload volume, determine hiring needs, and staff schedules.
• Plans for the impact of or response to advertising, promotions, product launches, org changes, and seasonality to ensure adequate staffing for anticipated interaction volume; advances business-critical concerns to the appropriate contacts via proper channels within respective time frames.
• Provide leadership on large-scale, operational…