Novi Workforce Planning Manager

Global Operations | Dublin, Ireland

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About Novi

For many people around the world, basic financial services are still out of reach: about 1.7 billion adults globally remain unbanked. The cost of that exclusion is significant — $25 billion is lost by migrants every year through remittance fees. This is the challenge we’re hoping to address with Novi, whose goal is to provide people everywhere access to safe and affordable financial services through the Diem payment system, which is built on blockchain technology. Our first product will be a digital wallet - Novi - for the Diem network, and it will be available in Messenger, WhatsApp, and as a standalone app. At Novi, you will be working with a talented and dedicated group of people who are passionate about changing the world. Our leadership is experienced and some of the best minds working today in their respective fields. We’re still early in the process of developing Novi, and are looking for talented, passionate team players, mission focused professionals to join our team. At Novi, we are looking for you to join a team who can build a future together that empowers billions of people around the world and who are advocates for our Novi customers globally. We are looking for an experienced people leader to join the Novi Business Planning team, someone who has a deep understanding of forecasting, scheduling and real-time management , a leader who is able to influence business decisions through quantitative insights and who continually drives to optimize the customer and teammate experience through Business Planning. The successful candidate will be passionate about building and developing teams, leveraging tools to optimize and scale planning processes, a cultural leader, and systems thinker who can lead a team to effectively break down problems and deliver timely solutions. You must have excellent interpersonal and communication skills with the ability to partner and influence business leaders across a multitude of product groups.


  • You are people focused and will build a high performing team which includes hiring, mentoring and developing a group of workforce specialists.

  • Leaning on your experience you will develop and maintain a scalable organisation with a well-documented roadmap, goals and objectives.

  • Identify/Implement WFM tools and technology that will improve operating accuracy and efficiency.

  • You are innovative and will look to identify where and how tooling solutions will aid with streamlining and scaling the Business Planning process.

  • You are a strong collaborator and will partner closely with multiple cross-functional teams to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times, budget allocation vs. spend, etc.

  • Be the advocate for Operations, partnering closely to identify opportunities for continuous improvement and develop data-driven initiatives to maximize productivity while enhancing the teammate experience.

  • Using your analytical skills you will support the sizing and scoping of new investments and provide analytical support to internal teams for initiatives and special projects as needed, such as launches of new products/workflows.

  • Your strong communication experience will allow you to tailor the communications of strategic plans and complex datas and simplify for stakeholders.

  • Communicate strategic plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.

  • You are a meticulous planner and will mitigate capacity & business continuity risks by managing dependencies across multiple sites and regions.

  • You are a mission driven individual who will carry and drive the Novi care culture with our teammates, your colleagues and within your team.

Minimum Qualifications

  • Approx. 6+ years' experience in workforce planning & optimization, covering both live and back office channels for large scale operations

  • Approx. 3+ years' directly leading a planning (or similar) team

  • Demonstrate leadership and mentorship/coaching skills

  • Strong verbal, written and visual communication, partnership, and interpersonal skills - ability to communicate complex concepts in simple terms keeping diverse audience in mind to drive results

  • Experience in Excel, PowerPoint, SQL or similar relationship database structures or data visualisation tools such as Tableau

  • Proven experience working with Production Environment Metrics (such as forecasting, shrinkage, schedule efficiency etc.)

  • Experience developing or implementing established WFM tools (such as Nice, Verint, Genesys, etc.)

  • Analytical, problem-solving, negotiation, and organisational experience

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