AVP, Workforce Strategy & Operational Excellence

Together we fight for everyone’s opportunity for a better financial future. We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today. Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision. Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now Position Summary   The Assistant Vice President (AVP), Workforce Solutions provides strategic leadership and oversight for Workforce Management, Task Manager Operations, and Reporting Solutions across Enterprise Operations. This role is responsible for optimizing workforce effectiveness, operational efficiency, and service delivery through forecasting, capacity planning, workflow management, resource optimization, and business intelligence , while leading multiple operational disciplines in support of enterprise priorities.   The role leads a team of workforce management, reporting, and workflow professionals while driving continuous improvement , operational excellence , leadership development, and cross-functional partnership across the organization.

Provide strategic leadership across Workforce Management, Task Manager Operations, and Reporting Solutions to ensure efficient resource utilization , operational effectiveness, and achievement of business objectives .   Lead multiple operational disciplines through clear vision-setting, prioritization, performance management, and disciplined execution against enterprise goals.   Develop workforce strategies including forecasting, capacity planning, scheduling, and real-time performance management to support service, productivity, and financial goals.   Oversee workflow management processes and tools, driving process improvements, automation opportunities, and operational efficiencies.   Establish and maintain reporting, analytics, and performance measurement frameworks that provide actionable insights for business leaders.   Partner with Operations, Contact Center, Technology, Enterprise Business Solutions, HR, Finance, Legal, Risk, Compliance, and other internal functions to align workforce strategies with organizational priorities.   Build, develop, and empower a high-performing leadership team by coaching managers, strengthening succession readiness, and fostering accountability, collaboration, innovation, and operational excellence.   Drive continuous improvement initiatives that enhance customer experience, employee engagement, productivity, service quality, and cost efficiency.   Manage operational risks, ensure compliance with policies and standards, and support strategic transformation initiatives across Enterprise Operations.

Bachelor’s degree in business administration , Management, Finance, Operations, Analytics, or related field .   8+ years of progressive leadership experience in workforce management, operations, contact center operations, business intelligence, workforce planning, or related functions , including proven experience leading multiple disciplines within an