Posted Position Title Senior Manager - Operations Planning and Analysis

Job Number	1868858
Business	GE Capital
Business Segment	Capital - Retail Finance
About Us	GE Capital’s Retail Finance business is among the country’s most successful retail lenders, with more than 75 years of experience in consumer financing. The business, which originates loans as a unit of GE Capital Retail Bank, provides credit card programs to retailers and consumers in the United States and Canada. We build better businesses through customized private label and bankcard credit programs to national and regional retailers in the U.S., as well as private label credit card programs, promotional and installment lending, bankcards and financial services for consumers through dealers; national, regional and independent retailers; contractors; manufacturers; healthcare practices; and service providers across nearly 20 industries. At GE Capital Retail Finance, we are committed to being an employer of choice, offering competitive rewards, compensation and benefits. When you join our team, you become part of a stimulating work environment with vast opportunities to sharpen your skills and embrace new leadership challenges. GE provides tools to enable you to build your development and chart your own career path. As a member of the GE Capital Retail Finance team, you'll join over 8,000 colleagues who are passionate about their work! The United States has regulations that govern the hiring of current or former U.S. Government employees. If you currently work for (or have in the past) the U.S. Government (in any capacity), you may have certain responsibilities under these regulations and certain restrictions may apply to your potential employment with GE. Therefore, if GE regarding a position of employment contacts you, and you have worked for the U.S. Government at any time, please immediately inform the GE representative of this fact.
Career Level	Experienced
Function	Financial Services Operations
Function Segment	Scheduling, Reporting and Analysis
Location(s) Where Opening Is Available	United States
U.S. State, China or Canada Provinces	ArizonaKansas
City	Shawnee Mission or Phoenix
Postal Code	66203-3614
Relocation Expenses	No
Role Summary/Purpose	GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. This position will report into the Vice President of Workforce Planning. This is an interesting and challenging high-profile role for an experienced people leader who combines an ability to comprehend and simplify complex logistical issues with superb communications skills and a passion for driving business results.
Essential Responsibilities	On a day-to-day basis this position will lead geographically dispersed teams that partner with individuals across Retail Finance to provide consistent service performance in balance with financial objectives. The successful candidate will be responsible for all facets of scheduling, call volume monitoring and adjusting resources to meet changing requirements. Will lead the near-term tactical and intraday planning processes, collaborating with site leaders to ensure adequate staff coverage by interval and develop contingency plans during times of peak demand. This Senior Manager ensures a continuous feedback loop by actively partnering with relevant stakeholders both within Workforce Planning and in other departments; gathering, reviewing and adjusting critical inputs to the overall operational plan. As a people leader, this Senior Manager will have a passion for developing others and driving a culture of healthy workforce planning processes across the organization. These processes include regular operations reviews, automation initiatives, consultative services, effective call routing schemes, innovation ideas, and shrinkage management. This Senior Manager proactively seeks opportunities to improve processes that lead to operational effectiveness and a positive impact to the customer experience.
Qualifications/Requirements	Bachelor's degree Minimum 5 years in a contact center or workforce management leadership position. Minimum of 10 years of experience in a large , diverse (8+ queues) contact center organization. Minimum 4 years familiarity with workforce management software such as Aspect's eWFM, Verint 360, IEX or other enterprise workforce management software. YOU MUST BE ABLE TO SATISFY THE REQUIREMENTS OF SECTION 19 OF THE FEDERAL DEPOSIT INSURANCE ACT Eligibility Requirements : All applications for employment must be submitted through either http://www.gecareers.com or the Career Opportunity System (COS) to be considered You must be 18 years or older You must have a high school diploma or equivalent You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the selection process If currently a GE employee, you must have been in your current position for at least 6 months (AP) or 24 months (PB or greater), have at least a "consistently meets expectations" performance rating and have the approval of your manager to post (or the approval of your manager and HR to apply if you don't meet the time-in-job or performance requirement) Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
Additional Eligibility Qualifications	GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.
Desired Characteristics	In-depth knowledge of contact center technologies MBA or MM In-depth command of workforce management concepts and principles as well as contact center fundamentals and metrics. Knowledge of customer service and/or operational policies within Bank Card industry. Strong analytical capabilities with the ability to independently use data and analysis to support findings and operational recommendations. Experience working collaboratively and influentially – across geographies and cultures – establishing and maintaining positive working relationships with colleagues and internal clients. Demonstrated high level of responsiveness. Demonstrated experience in preparing and delivering presentations that convey key concepts, conclusions, and recommendations to various levels of management. Curious nature with the ability to excel in a fast paced and time-critical environment. Manage and influence outcomes during times of change and potentially difficult business challenges. Highly developed leadership skills with the commitment to operational excellence in the development of team members and the execution of strategies, initiatives, projects and processes.
Section 19 Job	YOU MUST BE ABLE TO SATISFY THE REQUIREMENTS OF SECTION 19 OF THE FEDERAL DEPOSIT INSURANCE ACT.