Job Description

Workforce Operations Manager  

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Gurugram area.

Shift Timings- 2 PM- 11 PM IST

Insight at a Glance

• 14,000+ engaged teammates globally with operations in 25 countries across the globe.
• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20 on Fortune’s World's Best Workplaces™ list
• #14 on Forbes World's Best Employers in IT – 2023
• #23 on Forbes Best Employers for Women in IT- 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

About the role 

The Workforce Operations Manager is responsible for leading the design, implementation and optimization of workforce management processes and tools across the Solutions Delivery organization. This role will collaborate with business leaders, HR partners, and external partners to ensure alignment of workforce strategies, policies, and practices with the Solutions Delivery vision and goals. They work closely with the Solutions Delivery Practices and Management to lead rapid change and maturity across the EMEA Solutions Delivery business, ensuring an organisation and operating model that drives client and teammate satisfaction. As a Workforce Operations Manager, you will get to:

• Establish and maintain Workforce Management policies and procedures, such as staffing, scheduling, timekeeping, attendance, performance management, and rewards and recognition to support business needs and optimize resource utilization. 
• Design and implement Workforce Management systems and dashboards to monitor and report on key performance indicators, such as headcount, attrition, productivity, quality, and customer satisfaction. 
• Regularly review utilisation, workforce cost per head, P&L costs and cost structures for Solutions Delivery.  
• Evaluate additional resource requirements and salary adjustments against the Profitability and Organisation metrics, presenting alongside the Practice Leads where required. 
• Establish and implement continuous improvement programs for the services, working with and influencing Practice Leads.  
• Partner with the Practices’ Management Team to develop a SMART Goal Library that translates the business goals into meaningful and relatable teammate goals. 
• Oversee the Teammate Bonus KPI process within the aligned Practices, ensuring measurable KPI’s are developed and measured quarterly. 
• Build and maintain strong relationships with internal and external stakeholders, such as Business Leaders, HR Partners, vendors, and customers. 
• Oversee the execution of strategic programs and initiatives.  
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

What we’re looking for

• Minimum 8 years of exp in workforce management
• Educated to degree level or can demonstrate equivalent work experience 
• PROSCI Certified Practitioner  
• PMI or PRINCE2 to Foundation level or Practitioner level 
• High level of written and spoken English 
• Charismatic, personable, and motivational 
• Strong leadership capability, executing as appropriate in the areas of responsibility 
• Ability to provide effective leadership, build positive team spirit and inspire, motivate, and support teammates 
• Previous experience managing and leading service delivery teams 
• A track record of developing and implementing continuous improvement in service delivery 
• Previous experience managing cross functional teams or projects, and influencing senior-level management and key stakeholders 
• Experience in successfully leading the delivery of outcomes and transformation in a large complex environment.   
• An excellent communicator with good customer relationship management skills and ability to interface seamlessly with teammates and clients 
• Strong networking and interpersonal skills, ability to exercise diplomacy and build partnerships and consensus, within teams and among other stakeholders 
• Proven administrative, leadership and management experience in the areas of strategic planning, analysis, and organisational development 
• Experience in devising and implementing strategic development and resource plans, particularly in the areas of service development, staff development and the management of change 
• Ability to lead sophisticated subject matter experts across different regions and cultures within EMEA and be able to demonstrate a track record of having done this successfully in previous role 
• Experience of working within a globally diverse environment, showing an understanding of and keen interest in equality, diversity, and inclusion 
• Expertise in budget planning, financial management and workforce management  
• Extensive expertise, having operated at a strategic level with a strong track record of success in delivering financial savings 
• Ability to improve operational efficiency, service delivery and information management across the IT function 
• Deep knowledge of the client experience market, business, and technical trends 
• Broad knowledge of current and emerging technologies, technology directions, and strategic application to business needs, including the ability to differentiate between a relevant trend and hype 
• Experience of leading and delivering significant change and business improvement initiatives, involving people and cultural change across an organisation

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Health Benefits
• Professional Development: Learning Platform and Certificate Reimbursement
• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

Join us today, your ambITious journey starts here.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

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