Workforce & Portfolio Manager

This role is responsible for generating and delivering reports aligned with Business, Group, and Regulatory requirements, offering Client Centre management a comprehensive overview of KPI progress. The position ensures effective frontline capacity planning, target setting, and administration through accurate workforce scheduling. It also involves organizing and leading meetings aimed at enhancing 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 reports in accordance with business requirements and regulatory standards.
- Coordinate daily activities with relevant stakeholders to ensure smooth operations.
- Provide Client Centre management with a high-level overview of KPI progress and performance metrics.
- Maintain thorough knowledge of all products and processes, staying updated on any changes.
- Manage frontline capacity planning, including target setting and workforce scheduling to optimize resource allocation.
- Ensure appropriate workload distribution to maximize productivity and support client engagement and portfolio management models.
- Comply with all internal policies, guidelines, procedures, and local regulatory requirements, reflecting best practices and Group directions.
- Uphold workplace standards by maintaining proper hygiene and enforcing the clean desk policy.

Required Qualifications
- Proven experience in data gathering and reporting within a business or call center environment.
- Strong skills in budget management and sales forecasting.
- Ability to prepare and deliver sales proposals and presentations effectively.
- Excellent stakeholder management and communication skills.
- Demonstrated experience in call center management, including workforce planning and KPI monitoring.

Preferred Qualifications and Benefits
This role is offered within a global, inclusive, and values-driven organization that embraces diversity across teams, functions, and geographies. The company provides a competitive salary aligned with its Fair Pay Charter, alongside comprehensive benefits supporting mental, physical, financial, and social wellbeing. Benefits include core bank funding for retirement savings, medical and life insurance, with flexible and voluntary options available depending on location. 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 minimum of 30 combined annual and public holidays globally. Flexible working arrangements support a balance between home and office environments, 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, and self-help resources. The organization fosters a continuous learning culture, offering opportunities for reskilling and upskilling through physical, virtual, and digital learning platforms.

This role presents an excellent opportunity to contribute to a leading global bank with a unique geographical footprint connecting Asia, Africa, and the Middle East, leveraging diverse capabilities and partnerships to drive commerce and prosperity.