Workforce Manager, Risk Operations


Chicago, IL, US
  • Job Type: Full-Time
  • Function: Operations
  • Post Date: 01/07/2021
  • Website:
  • Company Address: , San Francisco, CA

About Chime

Chime offers a mobile bank account and debit card. Our mobile app helps you manage your payments and find nearby rewards at merchants you'll love.

Job Description

About the role

As a Workforce Manager, Risk Operations, you’ll be joining our rapidly-growing Risk Operations Team to deliver in-depth analysis and refinement to our workforce management projections as we scale operations. You will consolidate projection inputs from cross-functional partners and work with our internal, remote, and third-party teams to build precise models that forecast our operational needs across Dispute, Fraud, Mobile Check Deposit, and Risk Support Teams. You will work closely with our Risk Operations, Finance, Vendors, Training, and Quality Assurance teams to gather the necessary information for generating projections and deliver updated results to senior leaders. As a workforce management expert, we’ll rely on you to ensure our Risk Teams are well-positioned to scale operations as we grow to serve tens of millions of Chime members.

In this role, you can expect to

  • Be accountable for Risk Operations workforce forecasting and optimization. Develop strategic and tactical service demand and workforce forecasting models
  • Provide strategic recommendations for comprehensive service workforce planning (all workforces in all global sites) and cost reductions to the team based on financial and operational analysis
  • Create dashboards that drive workforce scheduling, communicate Key Performance Indicator (KPI) trends, and measure operational performance; 
  • Analyze past trends and historical data to forecast future volumes, and create weekly and monthly plans to allocate resources to maintain business service levels and factor for operating costs
  • Direct the development and implementation of Risk Operations reporting needs to ensure goal achievement and identify areas for improvement.
  • Prepare timely and accurate reports, variance analysis, and commentary as part of the normal operational reporting process.
  • Monitor Risk Operations performance metrics (service levels, schedule adherence, handle times, hold times, abandon rate, ChatBot and IVR usage, decision accuracy) to develop forecasting and staffing needs
  • Oversee generation and release of schedules; participate in the creation and implementation of new scheduling strategies to keep the business ahead of the curve
  • Create mitigation plans for capacity risks or gaps by managing dependencies across multiple centers
  • Manage analyses of daily, weekly, and monthly reporting of site performance via established KPI’s and Service Level Agreements

To thrive in this role, you have

  • 3+ years in Capacity planning, analysis, and forecasting in a vendor and internal contact center environment; 1+ years accountable for global support center operations
  • Experience managing workforce forecasting and scheduling optimization for a global organization
  • The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner
  • The skills to  foster a cohesive and creative work environment with internal and remote teams and across time zones
  • A love for checking off the tasks on your checklist - you possess strong organizational and prioritizing skills
  • Advanced Microsoft Office or G Suite skills and prior experience working with workforce management tools
  • The desire to work for a fast-paced, high-growth organization
  • Dashboarding experience using data visualization tools such as Looker a plus and have basic SQL experience OR a desire to grow this competency a plus
  • The ability to travel within the US and internationally as needed (~20% travel time)

A little about us

We created Chime because we believe everyone deserves financial peace of mind. By eliminating unnecessary fees and helping people grow their savings automatically, we’ve empowered millions of Americans to take control of their finances. 

Chime is the largest and fastest-growing U.S. player in the challenger-banking space. Through our banking partners, we offer access to bank accounts with fee-free overdraft, provide members the chance to receive early access to their paychecks, help them improve their credit, and more!

We've built one of the most experienced leadership teams in Fintech and were recently valued at over $14.5B. We've raised over $1B in funding from leading investors, including DST, Coatue, Tiger Global, General Atlantic, Iconiq, Dragoneer, Menlo, Whale Rock, Access, Forerunner, Crosslink, Cathay, aCrew, and others. 

What we offer

  • 💰 Competitive salary based on experience
  • ✨ 401k match plus the usual medical, dental, vision, life, and disability benefits
  • 📝  Quarterly stipend to spruce up your home office 
  • 🏝 Generous vacation policy and company-wide Take Care of Yourself Days 
  • 🖥  Virtual events to connect with your fellow Chimers- think cooking classes, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
  • 💚  A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help create a completely new kind of banking service

We know that great work comes from great, and inclusive teams. At Chime, we specifically look for individuals of varying strengths, skills, backgrounds, and ideas. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with federal, state, and Cook County ordinances. If you have a disability or special need that requires accommodation, please let us know. To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.