WFM Director

Role Purpose:

Working under the direction of the Production Office Director, the WFM Director is a key member of Huntswood’s Senior Leadership Team, working with colleagues to define, shape and develop Huntswood’s WFM strategy and delivery for clients.

The WFM Director will lead the WFM team in South Africa and is responsible for developing and implementing our WFM solutions to deliver for our clients and do so in line with our commercial plans that achieves both our revenue and cost goals.

Job Description:

• Design and deliver our WFM solutions in line with Huntswood’s strategic

Objectives

• Build and lead a high performing WFM team, supporting client delivery
• Shape and deliver world-class WFM solutions that meet the needs of our clients
• Proactively identify opportunities to improve the commercial performance of the business through optimizing workforce planning strategies
• Take responsibility for the recruitment, leadership, management, quality of output, client delivery and development of the WFM team
• Maintain a focus on WFM industry developments and ensure that Huntswood is positioned to take full advantage of new technology, processes and strategies for the benefit of our clients
• Be an ambassador for Huntswood across the industries in which Huntswood operates
• Contribute to wider business development initiatives and support proposals for group wide projects and client opportunities
• Work closely with the business development and technology teams to ensure we deliver the appropriate solution to meet client needs
• Support solution selling and deal closing as required by the business development team

Kep Performance Indicators:

• Delivery of our client KPIs including specific SLAs
• Client satisfaction with WFM delivery
• Efficient resource utilization including absence, attrition, conformance, adherence and B2P
• Development of good working relationships with other key stakeholders within the business to ensure a joined up and collaborative approach evidenced by positive feedback
• Ensuring staff are annually appraised and provided with development opportunities in line with their own PDPs and wider Huntswood objectives

Min Requirements:

• Experienced WFM Director working in a BPO environment at an executive level for at least 3 years
• Comprehensive experience of full end to end WFM lifecycle – ranging from long term, strategic planning through to short term, real time planning

Essential Skills:

• Highly numerate with outstanding analytical skills
• Experience of working with a range of WFM tools and a detailed understanding of the capabilities and opportunities they can provide
• Proven people leader, experience of building & leading high performing WFM teams
• Experienced client facing Director with significant experience of engaging clients at an executive level
• Experience of onboarding new clients through the WFM life cycle and set up
• Strong commercial capability with an ability to understand the P&L dynamics at a client level
• Demonstrates personal ownership with a ‘can do’ approach
• Proven ability to influence across a broad range of stakeholders
• Strong communication skills that allows operational complexities to be translated into simple and concise messaging
• Experience of dealing with clients at an Executive level to form strong relationships and allow the identification of client growth opportunities
• A strong track record of leading teams and creating a culture of development to deliver a high performing function
• Experience of translating operational requirements into successful delivery solutions

• Willingness to listen to others and encourage creative ideas
• Strong project management and organisational skills

Core Behavior:

Huntswood’s employees are described as dependable, driven and collaborative. 
The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater  
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

“It’s not just about what we do, but the way we do it. And it’s our values that make us special.”

 NB:  All appointments are subject to the positive outcome of pre-employment verification checks.