Workforce & Portfolio Manager

This role is responsible for generating and delivering reports aligned with business, group, and regulatory requirements, providing Client Centre management with a comprehensive overview of KPI progress. The position ensures effective frontline capacity planning, target setting, and workforce scheduling to optimize operational efficiency. It also involves organizing and leading meetings aimed at improving departmental performance, preparing for monthly and annual performance reviews to set goals and development plans, and monitoring Call Center KPIs to ensure targets are met, with prompt reporting of any breaches to management.

Key Responsibilities

- Generate and deliver reports according to business requirements and regulatory standards.
- Coordinate daily activities with relevant stakeholders to ensure smooth operations.
- Provide management with a high-level view of KPI progress and performance metrics.
- Maintain thorough knowledge of all products and processes, staying updated on changes.
- Plan frontline capacity, set targets, and manage workforce scheduling efficiently.
- Allocate workload effectively to balance productivity and support the client engagement/portfolio management model.
- Adhere strictly to all policies, guidelines, procedures, and local regulatory requirements, reflecting best practices and group directives.
- Ensure workplace hygiene standards are maintained, including compliance with the clean desk policy.

Required Qualifications

- Strong skills in data gathering and reporting to support informed decision-making.
- Experience in budget management to align resources with operational needs.
- Ability to develop sales proposals and deliver presentations effectively.
- Proficiency in sales forecasting to anticipate and plan for future demands.
- Excellent stakeholder management skills to collaborate across teams and functions.
- Effective communication skills to convey information clearly and build relationships.
- Proven experience in call center management, including workforce planning and KPI monitoring.

Preferred Qualifications and Benefits

Joining this organization means becoming part of an inclusive, values-driven environment that celebrates diversity across teams, functions, and regions. The company offers a competitive salary and benefits package aligned with its Fair Pay Charter, supporting mental, physical, financial, and social wellbeing.

Benefits include core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in certain locations. Employees enjoy generous time-off policies, including annual leave, parental/maternity leave (up to 20 weeks), sabbaticals (up to 12 months), and volunteering leave (3 days), with a combined minimum of 30 days for annual and public holidays.

Flexible working arrangements support a balance between home and office locations, with adaptable working patterns. Wellbeing is proactively supported through access to Unmind, a leading digital wellbeing platform, resilience development courses, a global employee assistance program, mental health first-aiders, sick leave, and self-help toolkits.

The organization fosters a continuous learning culture, providing opportunities for reskilling and upskilling through physical, virtual, and digital learning platforms, encouraging ongoing professional growth.

This role offers a unique opportunity to contribute to a global bank with a rich 170-year history, connecting dynamic markets across Asia, Africa, and the Middle East, and delivering commerce and prosperity through a diverse and collaborative network.