Job Description
Position Description
Role Overview
The Command Centre, Workforce Management (WFM), & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations, workforce planning, and data reporting functions.
This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts, ensuring optimal queue management, resource allocation, SLA attainment, and data-driven decision-making. The position serves as the central coordination point between Operations, Client Services, IT, and Leadership, ensuring operational stability, transparency, and continuous improvement across the CGI/CI mutual fund back-office environment.
Key Responsibilities
Team Leadership & Governance
Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
Oversee workload distribution and manage team capacity across operational and reporting functions.
Establish clear priorities, performance standards, and accountabili...
Role Overview
The Command Centre, Workforce Management (WFM), & Reporting Team Lead is responsible for overseeing the operational control centre supporting back-office processing operations, workforce planning, and data reporting functions.
This role leads a team of Workforce/Command Centre Analysts and Reporting Analysts, ensuring optimal queue management, resource allocation, SLA attainment, and data-driven decision-making. The position serves as the central coordination point between Operations, Client Services, IT, and Leadership, ensuring operational stability, transparency, and continuous improvement across the CGI/CI mutual fund back-office environment.
Key Responsibilities
Team Leadership & Governance
Lead, coach, and develop Command Centre, WFM, and Reporting Analysts.
Oversee workload distribution and manage team capacity across operational and reporting functions.
Establish clear priorities, performance standards, and accountabili...