Workforce Management Senior Manager

Date: Mar 2, 2019

Location: San Antonio, TX, US, 78242

Company: Capital Group

Req ID:  29308
Experience Level: Manager 
Other Location(s): N/A  
Relocation offered: Yes
Travel required: None

Come grow with us

At Capital Group, how we work is defined by shared values that include absolute integrity, respect and collaboration. But it’s more than that. It’s smart and highly driven people united in purpose to serve our investors and one another.

Bring your energy and unique perspective to Capital and you’ll have the opportunity to grow with us professionally, personally, and financially. You’ll be part of a team that genuinely cares about helping you succeed. You’ll work alongside talented colleagues, many of whom build long careers while progressing through multiple roles, establishing lifelong friendships and making a difference in our communities. In return for your contributions, you’ll receive premier compensation and benefits, and a company-funded retirement plan that ranks among the most generous.

The Workforce Management Senior Manager provides vision and leadership to the organization which oversees the Real Time Management, Intraday analysis, Planning, Forecasting and Scheduling of 2000+ associates across 4 service centers.  The Workforce Management Senior Manager collaborates and develops strong partnerships with various lines of business, builds effective teams, and  ensures various KPI’s and regulatory requirements are achieved. 
  • Collaborates with supported business groups to set and maintain guidelines for completion of work management functions. 
  • Ensures forecasting models, analyses, and scheduling support align with current and future business needs.
  • Evaluates departmental processes, procedures, and overall operations relative to customer and associate experience, as well as broader business goals and initiatives. 
  • Monitors and reports on key performance indicators (KPIs) and oversees an interactive process with business managers to develop, design, test and publish KPIs. 
  • Collaborates with others to establish strategic plans for assigned areas and works with managers to establish goals and objectives for each team in assigned groups to support larger business area objectives. 
  • Proactively reviews processes within a function to identify risk, assure best practices and align with current business needs. 
  • Participates in business planning and strategy discussion. Accountable for completion of assigned initiatives.
  • Engages internal stakeholders (Project Office, HOST, RPS) to resolve escalated issues or respond to other business needs. 
  • Plans, leads and manages projects with broad business impact that may impact multiple functions to meet established objectives and deadlines. 
  • Manages performance of managers in the group and assures effective performance management of each team member.
  • 7+ years of experience working in a service center environment, multi-site environment is preferred
  • Meaningful knowledge of service center best practices, centers of excellence and depth of knowledge in leveraging KPIs
  • Analytical mindset with the ability to uncover root causes to complex problems 
  • Previous experience managing and developing a team
  • Demonstrated leadership presence with the ability to negotiate skillfully in tough situations
  • BA/BS degree in economics, statistics, finance, social science or related field


Company Overview:
Founded in 1931, Capital Group is one of the world’s largest and most trusted investment management companies and home to the American Funds. We manage more than US$1.7 trillion in assets, and our 7,500 associates make our clients their first priority every day. When we do our job right, millions of investors around the world fulfill their dreams and financial goals, from home ownership and higher education, to a comfortable retirement. Our long-term investment results and outstanding service set us apart from our competitors, while our workplace sets us apart from other employers. 


We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law. 

Nearest Major Market: San Antonio

Job Segment: HR, Performance Management, Human Resources