Workforce Enablement Analyst

at  LSEG London Stock Exchange Group

The Workforce Enablement team provides the data, analytics, and resource management services to ensure Customer Operations’ staffing levels are appropriate to handle the needs of the business.
This role of provides actionable insights to the business delivery teams including forecasting & planning, efficiency, headcount tracking, and seating and space utilization. This role is the key interlock between Customer Operations, Human Resources & Finance.

Responsibilities: Forecasting & Capacity Planning:

• Develop detailed forecast and planning models to calculate headcount requirements, utilization for assigned business groups
• Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics for the capacity management process by use of standard forecasting tools and analysis.
• Also responsible for staffing of one or more accounts and is providing guidelines and directions towards crafting schedules.

Headcount Reporting & Analytics:

• Provide recruitment pipeline requirement
• Position & Head Management
• Staff level

Efficiency Tracking:

• Provide robust measures of efficiency for each major business delivery team function.

Partner Engagement:

• Engagement management with Business head and Directors to review upcoming capacity requirements and net staffing numbers. Along with analysis on Volume trends, Attrition and processing time
• Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs.
• Should be able to develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
• Develop and produce performance information with which to advise, engage and influence various levels of operational management.

Qualifications:

• Experienced in leading a workforce management program, delivering resourcing plans for a variety of voice and non-voice functions
• Excellent database management
• Should have good analytical, Interpersonal skills & Problem-Solving skills.
• Should have proven understanding of Capacity plan build and scheduling.
• Outstanding communication and leadership skills and experience partnering with senior business leaders.
• Experience working in a highly sophisticated global matrix environment.
• Deep understanding of workforce planning, tools and methodology
• Understanding of business processes improvement and methods of working
• Excellent verbal and written communication skills
• Excellent planning, administration and organization skills

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
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• Develop detailed forecast and planning models to calculate headcount requirements, utilization for assigned business groups
• Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics for the capacity management process by use of standard forecasting tools and analysis.
• Also responsible for staffing of one or more accounts and is providing guidelines and directions towards crafting schedules