Location: On site in Alabama, Arkansas, Florida, Georgia, Louisiana, North Carolina, South Carolina, Tennessee, Texas, Virginia.
Summary:
The Workforce Management Leader is responsible for the bank’s Retail workforce management program. Leading this program includes a range of responsibilities, from the daily administration of SmartShift (our Retail staffing model platform) to long-term strategic planning, forecasting, and execution of initiatives. The leader will create and report metrics to inform executives on progress made toward achieving the strategic roadmap in terms of workforce levels and productivity.
In close partnership with functional support teams and front-line business leaders, the Workforce Management Leader will lead the critical thinking, capacity planning, forecasting, and scheduling for the current and future state of First Horizon Retail Banking. The position will be responsible for creating and evolving a data-intensive approach to define the necessary staffing models and roles needed, based on historical and forecasted trends of client expectations and business priorities. The strategic mindset will be to balance the reduction of personnel cost while protecting the brand and increasing productivity.
Essential Duties and Responsibilities:
Retail Staffing Subject Matter Expert (SME):
- Includes in depth knowledge of SmartShift platform (Scheduler and Forecaster)
- All associated reporting and analysis
- Platform usage, staffing relative to target, overtime, associate turnover, consistency of quality scheduling, schedule adherence etc.
- Collects and interprets data to identify high potential and necessary staffing levels to align with optimized banking center network and desire for an elite client experience
- Support of our current staffing model and thought leader for the evolution of Retail staffing models, roles, and staffing practices
- Includes expanding the functionality of the SmartShift platform and working with Regional Bank Executives (RBEs) to increase the value derived from the platform
- Develop, socialize to gain buy in, and publish new FTE goals twice a year
- Keep current, banking center roles and job descriptions
- Guidelines around the right mix of roles in banking centers based on certain criteria (overall FTE levels, minimum staffing requirements for Teller and Platform workgroups, transaction volume, etc.)
- Highlight and promote career paths and opportunities within Retail
- Long term strategic planning for the continued migration towards a self-service environment
- Administrative duties such as managing population of current users, troubleshooting user issues, and keeping model assumptions and attributes current
- Includes maintaining documentation of our processes, job aids, model design, change log, etc.
- Periodic SmartShift training for new hires with scheduling responsibility and refresher training for existing schedulers
- Ad hoc projects as needed
Closely partner with other internal groups:
- Retail Sales and Advice team- to ensure alignment with #DeliverExcellence
- RBEs- to achieve FTE targets in a manner that supports client service level commitments and the markets’ ability to grow, including prioritizing the right projects to ensure that benefits are being fully realized throughout the Retail bank
- Talent Center of Excellence (including Talent Acquisition)- to enhance and improve recruiting, hiring, onboarding, and new hire training processes
- Model Risk Management- to ensure that SmartShift, as a model, is working as intended
Primary point of contact for managing external Workforce Management relationships:
- Fully leveraging the expertise of our current Workforce Management vendor to:
- Learn about best practices used by their other clients
- Assess the cost/benefit of periodic platform upgrades
- Determine the appropriate timing of and criteria for things like conducting a field study to confirm activities and time standards
- Identify world class workforce and staffing models across industries for future consideration
- Acquire and maintain field intelligence on competitor activities and workforce capabilities
Apply learnings from SmartShift to non-banking center roles (Retail Line of Business, market management, etc.):
- Understanding of when to adjust gearing ratios
- Help to reduce cost to serve of entire Retail Line of Business (LoB)
Supervisory Responsibilities
No immediate supervisory responsibilities
Qualifications (Required knowledge, skills and abilities)
Bachelor (4-year college) degree and 5-8 years of experience or equivalent combination of education and experience required, MBA preferred
Ability to:
- Clearly articulate and influence decision making in places where we don’t have explicit ownership
- Perform as individual contributor while also partnering effectively across all levels of the organization
- Support and/or lead project teams with skills in process improvement, facilitation, and problem solving
- Successfully and regularly manage multiple complex and competing priorities simultaneously
- Network within and outside of the bank to develop mutually beneficial relationships
Highly analytical, detail oriented, and the ability to analyze information, form logical interpretations/conclusions, and offer a range of solutions for consideration
Strong oral and written communication skills, including the ability to develop and present information, displaying sound and mature business acumen
Computer and Office Equipment Skills
- MS Excel, including leveraging formulas, functions, pivot tables, etc. to summarize and analyze data in a way that makes it easy to interpret the key takeaways
- General proficiency with MS Office software package
About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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