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Supports real-time workforce management in a 16×7 customer operations environment. Responsibilities include coordinating on-floor staffing, monitoring schedule adherence and service levels, managing agent breaks and resource availability, tracking workforce KPIs, updating internal and client systems, communicating with operations leaders, and identifying operational issues for closed-loop resolution.

Provide multi-channel client and internal branch support for wealth management: answer calls/chats, educate on account services, perform tier-1 technical troubleshooting, document interactions and tickets, escalate complex issues, and follow up to ensure resolution.

Lead end-to-end delivery of technology and data initiatives for private markets (credit & insurance). Define scope, translate business needs into project plans and requirements, coordinate engineering/data/operations/vendors, identify automation opportunities, produce documentation and training, manage risks and stakeholder communications, and ensure on-time delivery using tools like JIRA, Sigma, and Excel.

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