Skip to content

Resource Planning WEM Consultant

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

Summary:

The WEM Consultant is responsible for collaborating with change leads, workforce leadership and operational business partners by evaluating and performing the work and benefit related to our WEM solution tool set – Verint WFM, Desktop Analytics, Performance Management, and Intradiem. This role will be to partner with business participants and workforce teams to lead all aspects of the product execution and governance of the solution in our operational environment within service center operations!

This individual will partner with collaborators to develop, implement, and drive cases from conception to delivery while ensuring readiness of all other product teams and business participants in the overall ecosystem for each targeted improvement. This position may also collaborate with system administrators of other tools to develop and refine systemic rules for the software suite.

This role is a key member of the Resource Planning & Enablement team and will report directly to the Resource Planning Capabilities Manager. This role requires a strong understanding of business objectives, difficulties, all with one goal in mind: Provide outstanding governance strategy and support by collaborating with change management teams, reporting, and training teams in order to identify the most effective processes, tools, and communication strategy for targeted improvements.

Specific Responsibilities

  • Lead administration efforts launching Verint’s Desktop and Process Analytics, Workforce Engagement, Work Operations Manager, Performance Management, and Intradiem solutions

  • Serve as Subject Matter Expert on Workforce Management technology and establish positive relationship with the vendor. Support work efforts that will elevate Northwestern Mutual to a beta-tester role to secure advanced new released of use cases that drive meaningful operating expense reductions.

  • Coordinate plans to deliver use cases as well as key metrics for active management and governance.

  • Identify and enforce key administrative activities, including establishing peer review process, designing, testing and validation of new rules/use cases, and maintaining appropriate reference and change log documentation.

  • Support creation and design of rules to accomplish new uses and complete required testing

  • Effectively partner with operations teams for change management, culture change as well as compliance to the delivered/implemented solution. Monitoring of identified key performance indicators to ensure project is delivering intended benefits and that defined process is being followed

  • Other Duties as Assigned

Qualifications

  • Either Verint Administrative, Intradiem Administrative, or Aspect Administrative experience required

  • Between 5-7 years of previous Workforce Management experience, preferably within each role

  • Bachelor’s degree or 2-3+ years equivalent work experience

  • Strong analytical, problem-solving and decision-making skills

  • Consistent record for effectively inspiring change through positive relationships and engagement with front-line staff, management, and customers

  • Proven ability to collaborate and ability to develop and maintain effective relationships with individuals at various levels.

  • Strong presenting and influencing skills. Ability to turn data into a compelling story with a call to action

  • Ability to identify issues and opportunities and develop solutions with little oversight

  • Ability to work with a high sense of urgency

  • Ability to interpret and break down sophisticated processes for communication to various matrix partners

  • Intermediate to Advanced Excel knowledge required

#LI-POST

#IN-POST

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now!

W e are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in Colorado or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.