5+ years of experience in workforce planning or retail banking operations.
Bachelor's degree in business, finance, analytics, HR, or related field or equivalent experience.
Strong analytical ability to translate data into staffing decisions.
Proficient in workforce management platforms, preferably Verint.
Advanced skills in Excel, particularly with pivot tables and forecasting models.
Responsibilities
Administer the Verint workforce management platform for scheduling and reporting.
Develop retail staffing models aligned with transaction volume and customer demand.
Create centralized scheduling frameworks to enhance banker productivity.
Collaborate with Retail leadership on staffing strategies for sales and service.
Analyze workforce data to recommend staffing adjustments and efficiencies.
Establish governance and standards for scheduling across the retail network.
Monitor productivity metrics to drive continuous improvement.
Benefits
Opportunity to work with advanced workforce management technology.
Engagement with a diverse retail leadership team.
Focus on continuous improvement and operational efficiency.
Potential for professional development in workforce optimization.
Support for creating efficiencies that positively impact employee experience.
Full Job Description
Position Summary
The 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.
Qualifications
To 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.
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
Other
Please 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
