Position Summary

The Assistant Vice President (AVP), Workforce Solutions provides strategic leadership and oversight for Workforce Management, Task Manager Operations, and Reporting Solutions across Enterprise Operations. This role is responsible for optimizing workforce effectiveness, operational efficiency, and service delivery through forecasting, capacity planning, workflow management, resource optimization, and business intelligence, while leading multiple operational disciplines in support of enterprise priorities.

The role leads a team of workforce management, reporting, and workflow professionals while driving continuous improvement, operational excellence, leadership development, and cross-functional partnership across the organization.

Key Responsibilities

• Provide strategic leadership across Workforce Management, Task Manager Operations, and Reporting Solutions to ensure efficient resource utilization, operational effectiveness, and achievement of business objectives.

• Lead multiple operational disciplines through clear vision-setting, prioritization, performance management, and disciplined execution against enterprise goals.

• Develop workforce strategies including forecasting, capacity planning, scheduling, and real-time performance management to support service, productivity, and financial goals.

• Oversee workflow management processes and tools, driving process improvements, automation opportunities, and operational efficiencies.

• Establish and maintain reporting, analytics, and performance measurement frameworks that provide actionable insights for business leaders.

• Partner with Operations, Contact Center, Technology, Enterprise Business Solutions, HR, Finance, Legal, Risk, Compliance, and other internal functions to align workforce strategies with organizational priorities.

• Build, develop, and empower a high-performing leadership team by coaching managers, strengthening succession readiness, and fostering accountability, collaboration, innovation, and operational excellence.

• Drive continuous improvement initiatives that enhance customer experience, employee engagement, productivity, service quality, and cost efficiency.

• Manage operational risks, ensure compliance with policies and standards, and support strategic transformation initiatives across Enterprise Operations.

Qualifications

• Bachelor's degree in business administration, Management, Finance, Operations, Analytics, or related field.

• 8+ years of progressive leadership experience in workforce management, operations, contact center operations, business intelligence, workforce planning, or related functions, including proven experience leading multiple disciplines within an operations team.

• 5+ years of people leadership experience leading managers and professional teams.

• Experience with workforce management systems, forecasting methodologies, scheduling, and capacity planning.

• Strong analytical and data-driven decision-making capabilities.

• Experience leading process improvement and operational transformation initiatives.

• Advanced communication and executive presentation skills.

Preferred

• Experience within financial services, insurance, or customer service operations.

• Experience with Genesys, workforce management platforms, reporting and visualization tools, and workflow management solutions.

• Experience leading enterprise-scale workforce optimization programs.

• MBA or advanced degree preferred.

Compensation Pay Disclosure:

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$149,820 - $198,370 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan - with generous company matching contributions (up to 6%)
• Voya Retirement Plan - employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time - 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills