Assistant Vice President - Talent Match

Job description

Director - Business Data Services **Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. **Job Description** We are inviting applications for the role of Leader - Workforce Management! The Senior WFM/Resource Manager is accountable for aligning workforce capacity with business demand to optimize productivity cost and service outcomes. This role drives enterprise-wide resource planning forecasting scheduling and performance analytics across teams lines of business and geographies. They partner closely with Operations HR Finance and PMO to ensure the right people with the right skills are in the right place at the right timewhile maintaining regulatory compliance and maximizing employee engagement. Responsibilities: - Strategy & Operating Model - Build and execute the WFM strategy (12-24 months outlook) aligned to business growth plans and service-level goals. - Define WFM governance processes and standards (forecast-to-schedule schedule-to-performance). - Drive continuous improvement (Lean/Six Sigma initiatives RPA for scheduling automation of reporting). - Demand Forecasting & Capacity Planning - Own volume/demand forecasting across channels (projects back-office tasks contact centers) using historical data seasonal patterns market trends and pipeline inputs. - Translate demand into capacity and skills requirements; - run scenario modeling (best/likely/worst case). - Produce quarterly and monthly capacity plans buffers and surge strategies for peak periods. - Scheduling & Resource Allocation - Lead end-to-end scheduling: rosters shift optimization skills-based routing and coverage planning. - Manage bench and redeployment; - allocate resources across portfolios to hit SL As with minimal overtime. - Partner with Talent/HR for hiring plans cross-skilling and succession plans for critical roles. - Performance Management & Analytics - Monitor real-time performance (adherence utilization occupancy service levels AHT/backlog). - Build dashboards and actionable insights; - run weekly/monthly reviews with Operations leaders. - Identify performance risks early and recommend corrective actions (rebalancing coaching process fixes). - Financial & Commercial Accountability - Maintain labor budgets and FTE forecasts; - track cost per unit overtime and productivity yield. - Support pricing and commercial models (rate cards billability revenue leakage margin optimization). - Provide workforce inputs for annual operating plan (AOP) and quarterly reforecasts. - Governance Compliance & Risk - Ensure compliance with labor laws local regulations union agreements and company policies. - Own WFM audit readiness documentation and controls; - manage data privacy for employee rosters. - Develop business continuity and surge plans for outages events or seasonal spikes. - Technology Tools & Data - Improve data quality and integration across HRIS timekeeping scheduling and performance systems. - Champion automation (self-service shift swaps AI-driven forecasting digital twins of operations). - Stakeholder Leadership & Communication - Act as the primary liaison between Operations HR Finance and PMO for workforce decisions. - Present capacity forecasts risks and mitigations to executive leadership; - secure decisions and funding. - Drive change management for new scheduling policies shift structures or location strategies. - People Leadership - Lead a WFM team (planners schedulers analysts real-time coordinators); - set goals coach and develop. - Build capabilities in advanced analytics scenario planning and stakeholder management. - Foster a culture of integrity data-driven decisions and customer-centricity. **Qualifications** Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science **Certifications** Certified Compliance Officer (CCO) - VskillsVskills **Required Skills** Agile Methodology, Change Management, Client Relations, Collaboration Tools, Data Governance, Data Modeling, Data Quality, Design Thinking, Executive Presence, Inclusion, Master Data Management (MDM), Microsoft Excel, Microsoft Power BI, Microsoft SQL Server, Microsoft SQL Server Analysis Services (SSAS), Microsoft SQL Server Reporting Services, Modernizing Operations, Oracle DRM, People Leadership, Personal Effectiveness, Project Management, Risk Management, SQL Server Integration Services (SSIS), Storytelling, Veeva **Language** English **Language Proficiency -** Proficient - C2 **Additional Job Location -** **Job Type** Regular **Master Skill List -** Business Data Services, Workforce Management **Remote Type -** Hybrid **Work Shift -** Flex Time (India) **Why join Genpact?** - **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges