Director - Business Data Services
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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Job Description
We are inviting applications for the role of Leader - Workforce Management!
The Senior WFM/Resource Manager is accountable for aligning workforce capacity with business demand to optimize productivity cost and service outcomes. This role drives enterprise-wide resource planning forecasting scheduling and performance analytics across teams lines of business and geographies. They partner closely with Operations HR Finance and PMO to ensure the right people with the right skills are in the right place at the right timewhile maintaining regulatory compliance and maximizing employee engagement.
Responsibilities:
- Strategy & Operating Model
- Build and execute the WFM strategy (12-24 months outlook) aligned to business growth plans and service-level goals.
- Define WFM governance processes and standards (forecast-to-schedule schedule-to-performance).
- Drive continuous improvement (Lean/Six Sigma initiatives RPA for scheduling automation of reporting).
- Demand Forecasting & Capacity Planning
- Own volume/demand forecasting across channels (projects back-office tasks contact centers) using historical data seasonal patterns market trends and pipeline inputs.
- Translate demand into capacity and skills requirements;
- run scenario modeling (best/likely/worst case).
- Produce quarterly and monthly capacity plans buffers and surge strategies for peak periods.
- Scheduling & Resource Allocation
- Lead end-to-end scheduling: rosters shift optimization skills-based routing and coverage planning.
- Manage bench and redeployment;
- allocate resources across portfolios to hit SL As with minimal overtime.
- Partner with Talent/HR for hiring plans cross-skilling and succession plans for critical roles.
- Performance Management & Analytics
- Monitor real-time performance (adherence utilization occupancy service levels AHT/backlog).
- Build dashboards and actionable insights;
- run weekly/monthly reviews with Operations leaders.
- Identify performance risks early and recommend corrective actions (rebalancing coaching process fixes).
- Financial & Commercial Accountability
- Maintain labor budgets and FTE forecasts;
- track cost per unit overtime and productivity yield.
- Support pricing and commercial models (rate cards billability revenue leakage margin optimization).
- Provide workforce inputs for annual operating plan (AOP) and quarterly reforecasts.
- Governance Compliance & Risk
- Ensure compliance with labor laws local regulations union agreements and company policies.
- Own WFM audit readiness documentation and controls;
- manage data privacy for employee rosters.
- Develop business continuity and surge plans for outages events or seasonal spikes.
- Technology Tools & Data
- Improve data quality and integration across HRIS timekeeping scheduling and performance systems.
- Champion automation (self-service shift swaps AI-driven forecasting digital twins of operations).
- Stakeholder Leadership & Communication
- Act as the primary liaison between Operations HR Finance and PMO for workforce decisions.
- Present capacity forecasts risks and mitigations to executive leadership;
- secure decisions and funding.
- Drive change management for new scheduling policies shift structures or location strategies.
- People Leadership
- Lead a WFM team (planners schedulers analysts real-time coordinators);
- set goals coach and develop.
- Build capabilities in advanced analytics scenario planning and stakeholder management.
- Foster a culture of integrity data-driven decisions and customer-centricity.
Qualifications
Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science
Certifications
Certified Compliance Officer (CCO) - VskillsVskills
Required Skills
Agile Methodology, Change Management, Client Relations, Collaboration Tools, Data Governance, Data Modeling, Data Quality, Design Thinking, Executive Presence, Inclusion, Master Data Management (MDM), Microsoft Excel, Microsoft Power BI, Microsoft SQL Server, Microsoft SQL Server Analysis Services (SSAS), Microsoft SQL Server Reporting Services, Modernizing Operations, Oracle DRM, People Leadership, Personal Effectiveness, Project Management, Risk Management, SQL Server Integration Services (SSIS), Storytelling, Veeva
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Business Data Services, Workforce Management
Remote Type -
Hybrid
Work Shift -
Flex Time (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
