JOB DESCRIPTION
Location: Canton, Massachusetts (Hybrid)
This is a hybrid position primarily based in Canton. We're committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more at http://computershare.com/flex.
We give you a world of potential
We are on the lookout for a dynamic and results-driven Head of Workforce Management to join our leadership team and take charge of workforce planning, scheduling, and forecasting across both customer-facing and back-office functions in a high-energy, fast-paced environment.
As the Head of Global Workforce Management, you will play a pivotal role in shaping and driving the strategic vision for workforce optimization, ensuring seamless alignment between operational needs and business goals. You'll have the opportunity to lead a talented team and implement cutting-edge workforce management strategies that elevate service levels, improve forecasting accuracy, and boost operational efficiency at a global scale.
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The ideal candidate is a visionary leader with a proven track record in Workforce Management (WFM), someone who thrives in complexity and has hands-on expertise in utilizing WFM tools and methodologies to drive measurable results. If you're passionate about optimizing people and processes, while continuously pushing the boundaries of innovation, this is your chance to make a major impact in a rapidly growing organization!
A role you will love
The Head of Workforce Management will develop and implement a strategic workforce plan that aligns with company goals, client needs, and customer demands while balancing operational efficiency and cost control. This role includes overseeing the design and deployment of AI-driven predictive models for forecasting and collaborating with technology teams to enhance workforce management tools. The position focuses on continuous process improvement by utilizing AI-based systems for scheduling and real-time adjustments, as well as analyzing key metrics to identify operational enhancements. The leader will provide regular reporting on workforce trends and performance, mentor a high-performing team, and collaborate across departments to address workforce challenges. Additionally, the role ensures compliance with labor laws, industry regulations, and internal policies through audits and assessments.
Key accountabilities:
• Develop and execute a workforce strategy that aligns with business goals, customer demands, and service-level requirements. Analyze market trends, customer behavior, and internal data to anticipate workforce needs and optimize staffing levels for cost control and employee satisfaction.
• Lead the design and implementation of AI-enabled predictive models to accurately forecast short-term, mid-term, and long-term demand. Collaborate with technology teams to create and deploy advanced workforce management tools and dashboards.
• Stay ahead of industry trends and technological advancements, recommending cutting-edge solutions for workforce optimization and ensuring the business remains competitive.
• Implement AI-based tools to automate forecasting, scheduling, and real-time workforce adjustments. Monitor key performance metrics, such as productivity, shrinkage, and adherence, to drive continuous operational improvements.
• Utilize workforce management software and analytics platforms to generate actionable insights on workforce trends, staffing gaps, and overall operational performance.
• Provide regular reports and presentations to senior leadership, highlighting workforce metrics, identifying improvement opportunities, and offering strategic recommendations to enhance performance.
• Build and lead a high-performing workforce management team, fostering a culture of excellence. Mentor team members to drive continuous improvement and optimize processes.
• Partner with HR, Operations, Legal, and other departments to address workforce challenges, implement solutions, and ensure alignment with organizational goals.
• Ensure compliance with labor laws, industry regulations, and company policies. Conduct audits and assessments to mitigate workforce management risks and maintain legal and operational integrity.
• Proactively identify workforce-related risks and implement strategies to minimize exposure to legal, operational, or financial risks associated with workforce management.
What will you bring to the role?
This is a fantastic opportunity to join a team where you can make a genuine impact on how we work and help to shape the team.
Essential:
• Bachelor's degree in Business Administration, Operations Management, Data Analytics, or a related field (MBA or equivalent is preferred)
• Strong experience in workforce management within a complex, high-volume environment, preferably in financial services or a similar regulated industry
• Proven track record in workforce planning, scheduling, and forecasting at a strategic level.
• Demonstrated experience in deploying workforce management tools (e.g., Verint, NICE, Kronos, or similar)
• Strong command of data analysis and predictive modeling
• Experience leading cross-functional teams and managing change initiatives.
Rewards designed for you
Paid parental leave, flexible working and a caring and inclusive culture.
Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.
Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.
Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit http://computershare.com/careershub
Compensation. The base pay range for this role is $130,000.00 - $190,000.00. This base pay range is specific to Canton, MA and may not be applicable to other locations.
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ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
At Computershare we value diversity and welcome applications from everyone, believing that an equal and inclusive culture is key to excellent results. One of the greatest advantages for our organisation is the talent and diversity of our people and we strive to ensure all our employees have an equal opportunity to contribute their ideas, bring their personality to their work and showcase their skills. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
ABOUT THE TEAM
Since 1978, we've been trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we're now the number one transfer agency in the world. As client needs evolved, so has our portfolio of services; extending our Issuer Services into equity and entity governance services to companies both public and private worldwide. Careers in Issuer Services could mean anything from assisting shareholders with their portfolios, enabling access to global markets or helping clients deliver on their equity and entity compliance requirements everywhere they operate.