Position SummaryThe Workforce Planning Manager is responsible for designing and maintaining the staffing model for the Retail Banking network, ensuring the right coverage, at the right time, to deliver both service and sales outcomes. This role owns the Verint platform and drives centralized scheduling practices to create consistency, efficiency, and capacity across the branch network.
Essential Duties and Responsibilities- Administer and optimize the Verint workforce management platform, including forecasting, scheduling, and reporting.
- Develop and maintain the retail staffing model aligned with transaction volume, sales activity, and customer demand patterns.
- Create centralized scheduling frameworks to improve banker productivity and free up manager capacity.
- Partner with Retail leadership to align staffing strategies with sales and service expectations.
- Analyze workforce data (traffic, transactions, appointment trends) to recommend staffing adjustments and efficiencies.
- Establish scheduling standards and governance across the retail network.
- Monitor adherence, scheduling effectiveness, and productivity metrics to drive continuous improvement.
- Provide insights into capacity gaps and optimization opportunities.
QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Skills- Strong analytical mindset with experience translating data into staffing decisions.
- Deep understanding of workforce management principles in a retail, contact center, or service environment.
- Proven ability to influence leaders without direct authority.
- High attention to detail with strong organizational skills.
- Ability to balance operational efficiency with employee experience.
Technical/Computer Skills- Workforce Management Platforms (Verint preferred).
- Advanced Excel (pivot tables, forecasting models, scenario analysis).
- Data visualization/reporting tools (Power BI strongly preferred).
- Scheduling methodologies and forecasting techniques.
Education and/or Experience - Bachelor's degree in business, finance, analytics, HR, or related field (or equivalent experience)
- 5+ years of experience in workforce planning, operations analytics, or retail banking operations
- Experience supporting multi-location or branch-based environments preferred
- Experience with workforce optimization platforms (Verint strongly preferred)
Certificates, Licenses, Registrations- Workforce Management certification (e.g., SWPP, ICMI) - preferred, not required
- Lean or process improvement certification (Six Sigma Green Belt, etc.) a plus
Other Qualifications (including physical requirements)
- Problem-solving and critical thinking skills
- Clear communication (translating data into actionable insights)
- Stakeholder management across Retail leadership
- Continuous improvement mindset
OtherPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties and responsibilities may change at any time with or without notice.
Skills Training:- Critical Thinking, Reading Comprehension, Systems Analysis,
- Communication, Decision Making, Problem Solving, Project Management
