Sr WFM Operations Process Analyst

Position DescriptionReporting to the Ally Workforce Manager, this position will assist in leading the design and strategy for the Workforce Management team at Ally. Primary responsibilities include the design and implementation of Impact 360 technology to assist Ally with productivity improvement and process analytics, optimizing resources to increase processing speed and throughput, setting and obtaining business goals, improving quality and compliance, and integrating all aspects of workforce management into the culture at Ally.Jo b Responsibilities

Lead and/or oversee collaboration with business partners in implementing new processes that enable them to meet business objectives

Understands company goals and practices and applies them when identifying a variety of problems, provide recommendations regarding solutions/fixes and enhancements

Facilitate communications, meeting and reports for all levels of leadership

Act as the business SME on the Workforce Management team and support the team in maintaining system processes

Work closely with Leaders and their Direct Reports on identification and resolution of business opportunities and develop metrics related to workforce optimization and productivity improvements

Executive presentations to senior levels of leadership

Project management responsibilities

Process Ownership/ Accountability - Ensuring value in current processes and buy-in from the business

Proactively identify and drive process improvement opportunities within the WFM team.

Understand business trends and implement new or existing system functionality to improve business support

Drive business initiatives at the global level

Actively drive quality assurance, define testing strategies, perform quality checks and monthly validations and implement measures of accuracy

Ownership of process documents and ensuring all processes are documented and updated as changes occur

Following standard change management processes and test procedures

Develop and manage communications to stakeholders during system outages & scheduled deployments

Self-identify risk and escalate to team/leader, provide and implement solutions

Uses judgment, creativity and sound technical knowledge to obtain any recommended solutions - May interface with senior management to convey information

Identify actions and steps needed to accomplish team objectives and complete initiatives

Take ownership of self-development to increase skills and business knowledge

Travel as required

Qualifications

BA/BS in Business, Finance, Accounting, Math or Statistics preferred

LSS/Process Improvement/Project Management preferred

3+ years of experience with workforce systems such as Avaya, CMS, IEX, eWFM, Genesis, and/ or Blue Pumpkin (Impact 360)

3+ years of workforce management experience (i.e. responsible for scheduling, call volume monitoring and adjusting, determining and communicating work schedules and resources for call queues, consulting with call operations, etc)

Relevant experience in the Automotive or Financial Services Field

Extensive experience working in Microsoft Excel, Microsoft PowerPoint. Desired: SQL and SSMS

Ability to navigate and train others on WFM industry software, preferably Verint Impact 360 Technology

Team focused and results driven with ability to independently manage multiple tasks for multiple groups and work reliably in time sensitive situations

Ability to identify process improvement, effectiveness and efficiency in a matrix environment

Prepares and presents data in an organized and logical fashion

Demonstrates ability to work collaboratively and effectively with people at all levels of the business

Demonstrates strong analytical and organizational skill set

Demonstrates a high degree of personal accountability, passion, and execution

Maintains strict confidentiality

Maintains high level of attention to detail and accuracy

Ally OverviewAlly Financial Inc. (NYSE: ALLY) is a leading digital financial services company and a top 25 U.S. financial holding company offering financial products for consumers, businesses, automotive dealers and corporate clients. Ally's legacy dates back to 1919, and the company was redesigned in 2009 with a distinctive brand, innovative approach and relentless focus on its customers. Ally has an award-winning online bank (member FDIC), one of the largest full service auto finance operations in the country, a complementary auto-focused insurance business, a growing digital wealth management and online brokerage platform, and a trusted corporate finance business offering capital for equity sponsors and middle-market companies.Business Unit/Enterprise FunctionThe Integrated Channels and Experience (ICE) team is responsible for the deployment and delivery of an end to end customer experience through our Digital and Customer Care Channels (e.g. phone, chat, email, desktop, mobile, etc.). ICE is a team of design, product management and business operations professionals who are responsible for the strategy, execution and ongoing support of Ally's consumer and dealer online and mobile channels. Team members work collaboratively across all Ally Lines of Business to develop policy, procedure and changes impacting customers, or those who service the customer in an effort to deliver a world-class customer experience.Total RewardsAlly's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. Plus, we have a flexible paid-time-off program including time off for volunteer opportunities. Ally's Total Rewards Program is designed to enrich your life at work and outside of it and includes:

Industry-leading 401K retirement savings plan with matching and company contributions

Wellness program encouraging healthy living with financial rewards

Flexible health insurance options including dental and vision

Pre-tax Health Savings Account with generous employer contributions

Pre-tax commuter benefits

Other work-life integration benefits including parental and caregiver leave, adoption assistance, backup child and adult/elder day care program, child care discounts, tuition reimbursement, LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs

Ally is an Equal Opportunity EmployerWe extend equal employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.Job Title: Sr WFM Operations Process AnalystCompany: Ally Financial Inc.Category: AdministrationBU Function: AutoExperience Level: ExperiencedRequisition ID: 19-5674