MeDirect is a Maltese digital bank, founded in 2004, with over 180,000 clients and operations in Malta and Belgium. We offer a wide range of financial services to both retail and corporate clients, including daily banking, savings, and corporate services.
We are always on the lookout for determined and hard-working individuals who are eager to take the next step in their career. At MeDirect, we strive to provide an exceptional employment experience, fostering growth, collaboration, and innovation
Role Overview:
The Workforce Management & Reporting Specialist supports the Wealth Support Centre by managing workforce planning, forecasting, reporting, dashboards, and performance insights.
Key Responsibilities:
Reporting & Business Analytics
- Develop and automate dashboards, reports, and management presentations.
- Analyze operational data, KPIs, service levels, productivity, quality, and client outcomes.
- Provide insights and recommendations to improve efficiency, performance, and data quality.
Workforce Management
- Prepare workload forecasts and maintain staffing models based on business demand.
- Recommend staffing levels, schedules, shift structures, and optimization opportunities.
- Coordinate workforce planning with Team Leaders and Management.
Operational Support
- Support projects, process improvements, operational changes, and budget/capacity planning.
- Maintain accurate operational records and contribute to cross-functional initiatives.
Training & Stakeholder Support
- Act as subject matter expert for workforce management, reporting tools, and forecasting concepts.
- Support stakeholders through guidance, coaching, and knowledge sharing.
Required knowledge, skills and experience:
Education
- Bachelor's degree in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, or equivalent professional experience.
Experience
- Minimum 2 years of experience in workforce management, reporting & data analytics in contact centre or similar operational environment.
- Experience in banking or financial services will be considered as a plus.
Technical Skills
- Advanced Excel skills, including VBA, Pivot Tables, Power Query, data modelling, and advanced formulas.
- Knowledge of custom reports in Zendesk Analytics or analytical modules of other customer support tools (Freshdesk, ZohoDesk, etc.).
- Knowledge of workforce management tools & forecasting methods.
- Ability to analyse large datasets and translate data into actionable business insights.
- Knowledge of SQL and data visualization tools (Power BI, Tableau, etc.) will be considered as a plus.
Competencies
- Strong analytical, problem-solving, communication, and presentation skills.
- High attention to detail with the ability to manage priorities independently and collaboratively.
- Proactive mindset focused on continuous improvement and operational excellence.
Skills Required
- Bachelor's degree in Business, Finance, Economics, Mathematics, Statistics, Data Analytics, or equivalent experience
- Minimum 2 years experience in workforce management, reporting, and data analytics in a contact centre or similar operational environment
- Experience in banking or financial services
- Advanced Excel skills including VBA, Pivot Tables, Power Query, advanced formulas, and data modelling
- Knowledge of custom reporting in Zendesk Analytics or analytical modules of Freshdesk, ZohoDesk, or similar customer support tools
- Knowledge of workforce management tools and forecasting methods
- Ability to analyse large datasets and translate data into actionable business insights
- Knowledge of SQL and data visualization tools such as Power BI or Tableau
- Strong analytical, problem-solving, communication, and presentation skills
- High attention to detail, ability to manage priorities independently and collaboratively, and proactive continuous improvement mindset
What We Do
MeDirect (formerly known as Mediterranean Bank) is a pan-European retail digital challenger bank, with two main lines of business: WealthTech and specialised mortgage lending. As a WealthTech, our aspiration is to democratise investing and disrupt the retail digital investment space by deploying a unique Wealth SuperApp offering one of the broadest range of online investment solutions to individual clients. We provide clients with autonomy, choice and guidance in the way they want to manage their money. Our SuperApp is also a one-stop-shop, catering to clients’ investment and everyday banking needs. All this with simplicity and an easy user experience. As a specialised mortgage lending platform, we carefully select the segments we operate in, with the goal of setting new standards of service for our customers and address, when relevant, underserved segments of the mortgage market in jurisdictions we operate in. With ca. 400 employees at Group level in aggregate, we are growing a world-class Tech platform in Malta to support our pan-European operations, currently in Belgium, the Netherlands and Malta. We compete for talent on an international level, with 25 different nationalities currently represented in the Group. Our work environment is fast paced and constantly changing while fostering a sense of teamwork and pride in participating in MeDirect’s exciting transformation journey. Headquartered in Malta, MeDirect has a subsidiary bank in Belgium, MeDirect Bank NV/SA. MeDirect is Malta’s third largest banking group in terms of total assets. It is a systemic bank in Malta, and its consolidated group is supervised under the Single Supervisory Mechanism by a Joint Supervisory Team including the European Central Bank, the Malta Financial Services Authority and the National Bank of Belgium.
