Head Of Workforce Management

Responsibilities

• Real-Time Operations - Global Scope
• Lead and develop a team in Bangalore, setting clear expectations, performance standards, and development plans.
• Own intraday management across global operations: monitor adherence, track interval-level performance, and coordinate real-time responses to volume spikes, absences, and unexpected demand shifts - across APAC, EMEA (including Europe), and other time zones.
• Establish and enforce RTA protocols - threshold alerting, escalation paths, documented response playbooks - so that reactive decisions are fast, consistent, and evidence-based regardless of the time zone.
• Build and maintain real-time dashboards that give operations leadership across all regions live, actionable visibility into staffing coverage, SLA trajectory, and queue health.
• Be the connective tissue between scheduling, operations, and the floor - translating WFM data into decisions that keep service levels intact, with the authority to act, not just advise.
• Scheduling & Capacity Planning
• Own and oversee short-term scheduling (0-4 weeks) across both contact centre environments, ensuring schedules are demand-driven, fair, and compliant with regional employment requirements across all geographies.
• Own forecasting: translate longer-horizon demand signals into accurate, workable schedules at interval level. This is not a supporting task - forecasting accuracy sits with this role.
• Lead long-term headcount planning with a forward view across upcoming product launches, market expansions, and the evolving rotational shift model - strategic capacity planning is central to this role, not an afterthought.
• Define a single source of truth for productivity across both contact centres: reconcile different measurement approaches, agree unified metrics, and maintain them. This is complex, important work.
• Proactively challenge scheduling assumptions where volumes, shrinkage, or headcount reality have shifted.
• Oversee the exception handling process (shift swaps, schedule changes, overtime requests) with clarity and consistency.
• Data, Reporting & Continuous Improvement
• Produce weekly and monthly reporting packs covering adherence, schedule efficiency, SLA attainment, and RTA team performance - with commentary and recommendations, not just numbers.
• Identify patterns in adherence failures, volume anomalies, or scheduling gaps and drive root-cause fixes, not workarounds.
• Actively contribute to the broader WFM transformation agenda: surface what is broken, propose how to fix it, and own the execution.
• People Leadership
• Line manage a team in Bangalore; performance reviews, development conversations, and day-to-day wellbeing, promoting a safe and happy wor

Benefits

Additional Information

Job Title Head Of Workforce Management Job Description So, who are we? IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions - built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG - the future gets built here. Your team Our Bangalore office is a core part of our global Trading & Operations function - not a support hub, but a central node in how we run the business. This role sits within the Customer Experience function, operating across multiple time zones, and on a clear trajectory to deliver ambitious SLA and CSAT targets. There is real work to be done here, and real scope to shape what good looks like. Your role in the Team's Success We are looking for a Head of Workforce Management who owns the real-time picture - and the full WFM lifecycle. This is a hands-on leadership role: you will manage a team of WFM & Real-Time Analysts (RTAs) based in Bangalore, set the standard for intraday management across our global operation, and ensure that every day - across every region - we know exactly where we are against plan and what we are doing about it. Our WFM function spans two distinct contact centre environments, each with different tooling, baselines, and performance cultures. A central part of this role is creating parity across both platforms - establishing unified metrics, reconciling measurement approaches, and building a single source of truth for productivity across the operation. Candidates should be clear on what they are walking into: this is meaningful transformation work, not steady-state management. We are moving towards running a precision, data-led operation - and this hire is central to that shift. Armed with a wealth of experience, you will be joining to help define what best practice looks like here, with the full backing of senior leadership to do it properly.

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