Workforce Management Leader

Workforce Management Leader First Horizon Bank New Orleans
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* Location:

** On site in Alabama, Arkansas, Florida, Georgia, Louisiana, North Carolina, South Carolina, Tennessee, Texas, Virginia.
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* Summary:

** The Workforce Management Leader is responsible for the bank’s Retail workforce management program. Leading this program includes a range of responsibilities, from the daily administration of Smart Shift (our Retail staffing model platform) to long-term strategic planning, forecasting, and execution of initiatives. The leader will create and report metrics to inform executives on progress made toward achieving the strategic roadmap in terms of workforce levels and  close partnership with functional support teams and front-line business leaders, the Workforce Management Leader will lead the critical thinking, capacity planning, forecasting, and scheduling for the current and future state of First Horizon Retail Banking.

The position will be responsible for creating and evolving a data-intensive approach to define the necessary staffing models and roles needed, based on historical and forecasted trends of client expectations and business priorities. The strategic mindset will be to balance the reduction of personnel cost while protecting the brand and increasing productivity.

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* Essential Duties and Responsibilities:

**** Retail Staffing Subject Matter Expert (SME):
*** Includes in depth knowledge of Smart Shift platform (Scheduler and Forecaster)
* All associated reporting and analysis  + Platform usage, staffing relative to target, overtime, associate turnover, consistency of quality scheduling, schedule adherence etc.  + Collects and interprets data to identify high potential and necessary staffing levels to align with optimized banking center network and desire for an elite client experience
* Support of our current staffing model and thought leader for the evolution of Retail staffing models, roles, and staffing practices  + Includes expanding the functionality of the Smart Shift platform and working with Regional Bank Executives (RBEs) to increase the value derived from the platform  + Develop, socialize to gain buy in, and publish new FTE goals twice a year  + Keep current, banking center roles and job descriptions  + Guidelines around the right mix of roles in banking centers based on certain criteria (overall FTE levels, minimum staffing requirements for Teller and Platform work groups, transaction volume, etc.)  

+ Highlight and promote career paths and opportunities within Retail  + Long term strategic planning for the continued migration towards a self-service environment
* Administrative duties such as managing population of current users, troubleshooting user issues, and keeping model assumptions and attributes current  + Includes maintaining documentation of our processes, job aids, model design, change log, etc.  + Periodic Smart Shift training for new hires with scheduling responsibility and refresher training for existing schedulers
* Ad hoc projects as needed
** Closely partner with other internal groups:
*** Retail Sales and Advice team- to ensure alignment with #Deliver Excellence
* RBEs- to achieve FTE targets in a manner that supports client service level commitments and the markets’ ability to grow, including prioritizing the right projects to ensure that benefits are being fully realized throughout the Retail bank
* Talent Center of Excellence (including Talent Acquisition)- to enhance and improve recruiting, hiring, onboarding, and new hire training processes
* Model Risk Management- to ensure that Smart Shift, as a model, is working as intended
** Primary point of contact for managing external Workforce Management relationships:
*** Fully leveraging the expertise of our current Workforce Management vendor to:  + Learn about best practices used by their other clients  + Assess the cost/benefit of periodic platform upgrades  + Determine the appropriate timing of and criteria for things like conducting a field study to confirm activities and time standards
* Identify world class workforce and staffing models across industries for future consideration
* Acquire and maintain field…