AVP, Workforce Solutions

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.

Key Responsibilities

• 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.

Qualifications

• 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 operations team.
• 5+ years of people leadership experience leading managers and professional teams.
• Experience with workforce management systems, forecasting methodologies, scheduling, and capacity planning.
• Strong analytical and data-driven decision-making capabilities.
• Experience leading process improvement and operational transformation initiatives.
• Advanced communication and executive presentation skills.

PREFERRED EXPERIENCE

• Within financial services, insurance, or customer service operations.
• Experience with Genesys, workforce management platforms, reporting and visualization tools, and workflow management solutions.
• Experience leading enterprise-scale workforce optimization programs.
• MBA or advanced degree preferred.

Compensation

Pay Disclosure: Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities. The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting. Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

Critical Skills

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable Accommodations: Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.

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