Head Of Workforce Management

Job Title

Job Description

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.

Your team

Our Bangalore office is a core part of our global Trading & Operations function — not a support hub, but a central node in how we run the business.

This role sits within the Customer Experience function, operating across multiple time zones, and on a clear trajectory to deliver ambitious SLA and CSAT targets. There is real work to be done here, and real scope to shape what good looks like.

Your role in the Team’s Success

We are looking for a Head of Workforce Management who owns the real-time picture — and the full WFM lifecycle. This is a hands-on leadership role: you will manage a team of WFM & Real-Time Analysts (RTAs) based in Bangalore, set the standard for intraday management across our global operation, and ensure that every day — across every region — we know exactly where we are against plan and what we are doing about it.

Our WFM function spans two distinct contact centre environments, each with different tooling, baselines, and performance cultures. A central part of this role is creating parity across both platforms — establishing unified metrics, reconciling measurement approaches, and building a single source of truth for productivity across the operation. Candidates should be clear on what they are walking into: this is meaningful transformation work, not steady-state management.

We are moving towards running a precision, data-led operation — and this hire is central to that shift. Armed with a wealth of experience, you will be joining to help define what best practice looks like here, with the full backing of senior leadership to do it properly.

What you’ll do

Real-Time Operations — Global Scope

• Lead and develop a team in Bangalore, setting clear expectations, performance standards, and development plans.

• Own intraday management across global operations: monitor adherence, track interval-level performance, and coordinate real-time responses to volume spikes, absences, and unexpected demand shifts — across APAC, EMEA (including Europe), and other time zones.

• Establish and enforce RTA protocols — threshold alerting, escalation paths, documented response playbooks — so that reactive decisions are fast, consistent, and evidence-based regardless of the time zone.

• Build and maintain real-time dashboards that give operations leadership across all regions live, actionable visibility into staffing coverage, SLA trajectory, and queue health.

• Be the connective tissue between scheduling, operations, and the floor — translating WFM data into decisions that keep service levels intact, with the authority to act, not just advise.

Scheduling & Capacity Planning

• Own and oversee short-term scheduling (0–4 weeks) across both contact centre environments, ensuring schedules are demand-driven, fair, and compliant with regional employment requirements across all geographies.

• Own forecasting: translate longer-horizon demand signals into accurate, workable schedules at interval level. This is not a supporting task — forecasting accuracy sits with this role.

• Lead long-term headcount planning with a forward view across upcoming product launches, market expansions, and the evolving rotational shift model — strategic capacity planning is central to this role, not an afterthought.

• Define a single source of truth for productivity across both contact centres: reconcile different measurement approaches, agree unified metrics, and maintain them. This is complex, important work.

• Proactively challenge scheduling assumptions where volumes, shrinkage, or headcount reality have shifted.

• Oversee the exception handling process (shift swaps, schedule changes, overtime requests) with clarity and consistency.

Data, Reporting & Continuous Improvement

• Produce weekly and monthly reporting packs covering adherence, schedule efficiency, SLA attainment, and RTA team performance — with commentary and recommendations, not just numbers.

• Identify patterns in adherence failures, volume anomalies, or scheduling gaps and drive root-cause fixes, not workarounds.

• Actively contribute to the broader WFM transformation agenda: surface what is broken, propose how to fix it, and own the execution.

People Leadership

• Line manage a team in Bangalore; performance reviews, development conversations, and day-to-day wellbeing, promoting a safe and happy working environment.

• Build a team culture grounded in accuracy, accountability, and clear communication — where people understand the why behind WFM processes, not just the what.

• Act as the first point of escalation for RTA queries, coverage issues, and operational emergencies across time zones.

• Develop your team’s capability over time — this is a function being built, and the people in it should grow with it.

Within 30 days: You have a clear picture of our current state — the gaps, the workarounds, the tooling, the team — and have built credible working relationships with operations leads across regions. You have identified the two or three things that need fixing first, including an initial view on how to close the measurement gap between our two contact centre environments.

Within 60 days: RTAs have documented processes and escalation paths. Real-time coverage is being tracked consistently. We have a dashboard that operations leadership across time zones can actually use. Work has begun on defining unified productivity metrics across both contact centres.

Within 90 days: Intraday management is structured and proactive. Adherence is tracked, reported, and improving. Forecasting ownership is clear, and the two-site parity work is underway with a defined plan and measurable milestones.

Who we’re looking for?

You’re curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you.

We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.

What you’ll need for this role

Essential

• Proven track record in a WFM leadership or senior analyst role within a large-scale contact centre, BPO, global captive, or multi-channel customer service environment.

• Deep working knowledge of real-time management — adherence, shrinkage, interval-level SLA dynamics, and how to move levers in the moment to protect service levels.

• Experience managing or mentoring RTAs, with confidence in setting standards and holding a team to them.

• Hands-on experience with at least one enterprise WFM platform (NICE, Genesys, Verint, Alvaria or similar) — configure views, build alerts, interrogate data independently.

• Strong analytical skills: SQL, Excel or BI tooling, able to turn raw WFM data into insight, credible presenting findings to operations managers and senior stakeholders.

• Comfortable operating across time zones — experience in a global or multi-region WFM function is strongly preferred.

• Confidence to challenge upwards and across: if the forecast is wrong, the schedule is undeliverable, or the data tells a different story — you say so, constructively, collaboratively and with evidence.

Desirable

• Experience with AI-native WFM platforms (Assembled, injixo, Tymeshift, QStory or similar).

• Background in financial services, fintech, BFSI, or regulated global operations.

• Experience contributing to a WFM system implementation or migration.

• Experience working across two or more distinct contact centre environments with different tooling stacks.

 How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.
Learn more about the Perks here!
 

Join us for this exciting journey. Apply now!

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