About the job
“No one can whistle a symphony. It takes a whole orchestra to play it.” — H.E. Luccock
Role Overview
Join Mercury's Vendor Strategy team as a Senior Workforce Strategist, where you will take full ownership of workforce management (WFM) for our Banking Operations function, which encompasses approximately 250 BPO FTEs across various vendors and locations, in addition to internal operational staff. This role offers a unique opportunity for high autonomy and significant impact, directly connecting you with leadership in Risk, Finance, and Vendor Strategy. You will be responsible for building the WFM discipline from the ground up, translating strategic plans into tangible utilization and cost avoidance on the operational floor.
About Our Team
The Vendor Strategy team at Mercury leads risk outsourcing initiatives across two primary areas: company-wide Business Process Outsourcing (BPO) and Risk Platform SaaS (KYC, KYB, IDV, AML, etc.). As we grow, we aim to better manage our expanding vendor ecosystem, quickly adapt to changing needs, and drive strategic value for Mercury.
*Mercury is a fintech company, not an FDIC-insured bank. Banking services are provided through Choice Financial Group and Column N.A., Members FDIC.*
Key Responsibilities
- Unified Workforce Ownership: Assume responsibility as the sole WFM owner across BPO partners and internal Banking Operations staff. Manage forecasting, scheduling, intraday operations, and balancing across sites and vendors to meet utilization and SLA targets.
- Forecasting & Capacity Planning: Develop and maintain volume forecasts, headcount plans, and scenario models across multiple channels (Onboarding, Customer Support, Sales, Risk). Oversee shrinkage, occupancy, staffing windows, and long-term capacity scenarios.
- Routing & Queue Configuration: Manage multi-skill routing and queue configurations across various vendors and tiers. Design pooling and cross-skilling strategies that allow for dynamic work shifts based on demand.
- Cross-Site & Cross-Vendor Balancing: Implement strategies to ensure no site misses SLA while others remain idle. Establish the necessary operating cadence and tools to facilitate real-time work movement.
- Finance Partnership: Collaborate closely with Strategic Finance to ensure that modeled capacity aligns seamlessly with the P&L, effectively bridging the gap between planned and realized cost avoidance. You will be responsible for the reconciliation process.
- Performance Infrastructure: Create dashboards, conduct operational reviews, and establish accountability loops to enhance forecasting accuracy and overall performance.