Request ID: 241813 Thank you for your interest in joining Scotia Contacto; we appreciate your application. We are looking for talented individuals who want to grow and achieve the goals of our organization. We wish you great success throughout this process! **Workforce Management Manager CEC** **Mission:** Lead and supervise the Workforce Management CEC team in Peru, ensuring that business strategies, plans, and initiatives are executed or fulfilled in accordance with current internal standards, policies, and procedures. **What do we expect from you?** * University degree in operational research, statistics, systems engineering, scientific computing, or related fields; knowledge in operations control, processes, and continuous improvement. * Postgraduate diploma / Specialized courses related to the position * 3 years of experience in similar roles * Computing / Office software / Data Management * Data mining / Identifying improvements in utilized databases * Business intelligence / Data analysis and knowledge enhancement * English (desirable) **What challenges will you face?** * Lead and foster a customer-centric culture across your team to deepen client relationships and leverage the Bank’s broad relationships, systems, and expertise. * Manage and administer performance indicator information resulting from Customer Experience Center (Sales and Service) workforce operations; based on data generated from related activities, develop analysis and trend evaluation to uncover insights enabling strategic and operational decision-making within CEC units. * Improve operational KPIs to enable forecasting, planning, traffic coordination, and real-time management, as well as supervise and validate database design for KPI tracking. * Execute daily controls and monitoring of key operational performance variables to identify deviations and propose corrective actions to ensure service quality. * Design and implement strategies anticipating future scenarios, ensuring processes align with company objectives. * Ensure maximum efficiency and cost reduction by managing resource availability and preventing overspending due to inactivity. * Propose improvements to optimize processes and resources, providing supporting reports. * Analyze and propose process automation through AI. * Monitor workforce capacity requirements for monthly, weekly, and daily CEC operations, identifying and reporting alerts regarding deviations from the approved Complement. * Administer tools and platforms used for data generation and indicator development within the CEC, including WFM (Workforce Management), operational tracking and control tools, and coordinate training for supervisors, managers, and support units regarding various updates. Participate in upgrade projects for telephony systems, WFM, social media, and other services enhancing customer experience, as well as assist in and lead the implementation of new systems. * Centralize requests and access control to essential systems to ensure service and sales continuity. * Generate synergies with IBCC and business areas to standardize reporting formats and tools at the international banking level. * Understand the Bank's risk culture and how risk appetite should be considered in daily activities and decisions. * Create an environment where your team performs effective and efficient operations in their respective areas, while ensuring adequacy, compliance, and effectiveness of daily business controls to meet obligations aimed at reducing operational risk, regulatory compliance risk, money laundering and terrorist financing risk, and conduct risk, including responsibilities established under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, International Anti-Money Laundering and Terrorist Financing Manual, and Business Conduct Guidelines. * Promote a high-performance environment and implement a workforce strategy that attracts, retains, develops, and motivates your team; to achieve this, foster an inclusive work environment, communicate vision, values, and business strategy, and manage a succession and development plan for the team. Location(s): Peru : Lima : Lima We thank you for your interest; however, only candidates selected for interviews will be contacted. \*\*Scotia Contacto is an inclusive company that respects diversity and does not discriminate in any form.