Workforce Strategy Manager

GG13- Workforce Strategy manager role - Bangalore

The Manager – Workforce Strategy plays a critical role in ensuring Content Ops has the right staffing, capacity, and operational insights to meet business demands. This role drives forecasting, capacity planning, productivity analytics, and headcount governance while serving as a strategic partner to Operations, HR, Finance, Talent Acquisition, L&D, and Operational Excellence.
The manager leads workforce planning initiatives and guides a team of planners to deliver accurate, data-driven insights that support business decision-making.

Responsibilities

1. Forecasting & Capacity Planning

• Develop detailed long‑term and short‑term capacity and headcount plans to support business growth, financial budgeting, and operational requirements.

• Build accurate forecasting models for volumes, processing times, shrinkage, attrition, and related workforce metrics using statistical techniques.

• Partner with HR, Finance, and TA to plan hiring timelines, manage headcount budgets, and align on talent needs.

• Collaborate with HR and Finance to support and influence Customer Operations location strategy.

• Be responsible for the creation of resource models that show utilization, staffing gaps, and future needs for all CO delivery teams.

2. Reporting, Insights & Dashboarding

• Lead the design and delivery of Power BI dashboards and analytics that advise senior leadership on headcount, productivity, and efficiency.

• Apply expertise in Power BI, SQL, DAX, and data modelling to develop high-quality reporting solutions.

• Produce detailed headcount plans, hiring pipelines, and resource allocation reports across CO functions.

• Track business case headcount, BPI efficiency outcomes, and operational targets to drive performance insights.

3. Productivity & Efficiency Management

• Establish and maintain robust productivity measurement frameworks across major CO delivery functions.

• Identify operational inefficiencies and partner with Operations, Reporting, and Workflow teams to implement improvements.

• Maintain strong internal controls, benchmarks, and quality standards for workforce data.

4. Scheduling & Workforce Operations

• Provide strategic oversight for scheduling and shift optimization across Customer Support teams.

• Ensure alignment of schedules with capacity plans and operational demand.

5. Stakeholder & Cross-Functional Engagement

• Serve as a key interlock among Customer Operations, HR, Finance, L&D, Talent Acquisition, and Operational Excellence.

• Influence and engage senior partners using data-driven insights and performance narratives.

• Maintain strong relationships and ensure Workforce Planning processes meet the evolving needs of the business.

6. People Leadership

• Lead, coach, and develop Workforce Planners to deliver accurate and scalable capacity plans.

• Build a high-performance culture by differentiating performance, enabling career development, and fostering diversity.

• Be responsible for dashboarding, reporting quality, and delivery mechanisms within the team.

Key Behaviours

• Pragmatic, flexible, and responsive approach to changing business needs.

• Strong prioritization skills with the ability to lead multiple competing demands.

• High ownership, initiative, and the ability to operate with limited oversight.

• Demonstrates strong relationship-building and cross-functional teamwork.

• Highly organized, structured, and committed to delivering key programs on time.

Qualifications

• 10+ years of experience in Workforce Management / Workforce Planning, with at least 3+ years in a managerial or lead role.

• Shown experience delivering workforce strategies for global support or back-office functions.

• Deep expertise in workforce planning methodologies, capacity model build, forecasting, and scheduling.

• Advanced skills in Power BI, SQL, DAX, data modelling, and analytics.

• Strong communication and stakeholder management experience, including senior leadership engagement.

• Experience operating in a complex global matrix environment.

• Excellent planning, interpersonal, analytical, and problem-solving skills.

• Experience in business process improvement and data-driven decision-making.

Career Stage:

Manager

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.