WFM Global Scheduling Lead

WFM Global Scheduling Lead

The Global Scheduling Lead is accountable for defining and governing the global scheduling strategy, operating model and workforce deployment principles across all Business Units and Lines of Business.

The role ensures that workforce capacity is translated into optimized, compliant and business-aligned scheduling solutions that balance customer demand, employee availability, service performance and cost efficiency.

Acting as the global functional owner for Scheduling, the position establishes methodologies, governance frameworks, compliance standards and operational practices that drive consistency and scalability across Workforce Management.

Working closely with Operations, HR, Capacity Planning and Forecasting leadership, the Global Scheduling Lead enables efficient workforce utilization while ensuring compliance with local labour regulations, collective agreements and organizational policies.

The role combines workforce optimization expertise, operational leadership and strategic influence to support workforce effectiveness, employee experience and sustainable business performance.

What you do

GLOBAL SCHEDULING STRATEGY & STANDARDS

• Define and continuously evolve the global Scheduling strategy, operating model and governance framework across all Business Units and Lines of Business.

• Establish global scheduling standards, methodologies and operating principles to ensure consistency, scalability and compliance.

• Drive alignment between workforce deployment strategies, operational priorities and business objectives.

• Define scheduling policies and controls that balance customer demand, workforce availability, employee experience and financial performance.

• Act as the global functional owner for Scheduling governance, standards and optimization methodologies.

• Ensure scheduling practices support the Workforce Management Target Operating Model and broader Operations strategy.

• Represent the Scheduling function in executive governance forums and workforce planning discussions.

• Ensure full alignment between scheduling outputs and upstream capacity plans and forecasting.

• Act as global SPOC for Lobs on scheduling topics, whilst ensuring cross-LOB scheduling coherence and optimisation.

STRATEGY, TRANSFORMATION & HARMONISATION

• Define and continuously evolve the global scheduling strategy, operating model, and governance framework to enable consistency and scalability.

• Define and continuously evolve the global Scheduling strategy, operating model and governance framework across all Business Units and Lines of Business.

• Establish global scheduling standards, methodologies and operating principles to ensure consistency, scalability and compliance.

• Drive alignment between workforce deployment strategies, operational priorities and business objectives.

• Define scheduling policies and controls that balance customer demand, workforce availability, employee experience and financial performance.

• Act as the global functional owner for Scheduling governance, standards and optimization methodologies.

• Ensure scheduling practices support the Workforce Management Target Operating Model and broader Operations strategy.

• Represent the Scheduling function in executive governance forums and workforce planning discussions.

• Champion data-driven transformation by embedding advanced analytics and predictive insights into scheduling decisions.

• Partner with Forecasting, Capacity Planning, HR, and Operations to ensure end-to-end WFM alignment and integrated workforce strategies.

WORKFORCE OPTIMIZATION & OPERATIONAL EXCELLENCE

• Drive workforce optimization strategies that maximize service delivery, productivity and workforce utilization.

• Ensure workforce schedules effectively translate capacity plans into operational execution.

• Lead initiatives to improve schedule efficiency, flexibility and responsiveness to changing business demands.

• Establish governance for occupancy, shrinkage, overtime and workforce productivity management.

• Promote continuous improvement of scheduling methodologies, workforce deployment rules and operational processes.

COMPLIANCE, LABOUR GOVERNANCE & WORKFORCE POLICIES

• Define global scheduling governance standards ensuring compliance with labour legislation, working time regulations, union agreements and company policies.

• Provide strategic guidance on workforce deployment risks, compliance matters and workforce availability constraints.

• Partner with HR and Legal stakeholders to ensure scheduling frameworks remain compliant across jurisdictions.

• Establish controls and monitoring mechanisms supporting workforce governance and regulatory compliance.

• Drive consistency in the interpretation and application of scheduling policies across regions and Lines of Business.

DATA, REPORTING & INSIGHTS

• Own the global scheduling performance framework and workforce utilization metrics.

• Define and govern scheduling KPIs, performance standards and reporting methodologies.

• Deliver executive visibility on workforce deployment effectiveness, scheduling risks and operational readiness.

• Translate scheduling analytics into actionable business recommendations and workforce optimization opportunities.

• Drive benchmarking initiatives and continuous performance improvement across the Scheduling function.

• Support executive decision-making through workforce deployment scenarios and operational impact analysis.

LEADERSHIP & COLLABORATION

• Build a regionalised, HUB-based organisation, through consolidation of geographically dispersed team of Scheduling analysts.

• Build organizational expertise in workforce optimization, labour governance and scheduling methodologies.

• Build a high-performance scheduling culture centred on service excellence, and continuous improvement.

• Foster efficient cross-functional collaboration with HR, to ensure fully compliant service for Operations.

• Define talent strategy, capability development priorities, and succession plans for the Scheduling function.

• Represent Scheduling in WFM governance forums and executive steering committees.

What you bring

• Bachelor’s or Master’s degree in Operations, Business Administration, Human Resources, Industrial Engineering or a related discipline.

• Minimum 10 years of experience in Workforce Management, Workforce Planning, Scheduling or Operational Resource Management functions.

• Significant experience operating within complex international, multi-country and multi-business-unit environments.

• Demonstrated experience defining workforce deployment strategies, workforce governance frameworks and scheduling operating models.

• Proven experience influencing senior stakeholders on workforce optimization, productivity, compliance and operational performance matters.

• Experience leading geographically distributed teams within matrix organizations.

• Fluency n English required; additional languages are considered an asset.

• Expert knowledge of WFM scheduling tools (Verint, NICE IEX, Genesys WFM, Teleopti, or equivalent).

• Advanced proficiency in Excel, Power BI, and scheduling analytics.

• Knowledge of WFM KPIs: SLA, Shrinkage, Adherence, Occupancy, AHT, Attrition.

• Expert knowledge of Workforce Management scheduling methodologies, workforce deployment principles and labour compliance requirements.

• Deep expertise in workforce optimization, scheduling governance and workforce utilization management.

• Advanced analytical capabilities including scenario analysis, workforce modelling and optimization techniques.

• Advanced proficiency in Excel, Power BI and workforce analytics tools.

• Strong understanding of labour legislation, workforce agreements and workforce policy interpretation.

• Expertise in Workforce Management KPIs including Schedule Efficiency, Adherence, Shrinkage, Occupancy, Productivity and Service Level metrics.

• Experience with Workforce Management technologies, scheduling platforms and workforce planning systems.

• Familiarity with automation, workforce optimization technologies and digital workforce management solutions.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.

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102239 | Finance & Accounting | Professional | Allianz Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.