Description
We are looking for a Workforce Management Operations Partner Senior Lead to join our Operational team in our Tallinn office.
The WFM Operations Partner Senior Lead is accountable for the WFM–Operations partnering model, ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.
Your mission is to institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale.
Key responsibilities:
- Direct line management of Ops Partner Leads
- Setting and reinforcing clear expectations for decision quality, stakeholder behaviour, and adherence to WFM principles and frameworks
- Developing Ops Partner Leads from metric interpretation to structured decision support
- Ensuring consistent capability, judgement, and behavioural standards across the Ops Partner team
- Acting as the senior WFM representative to Operations Heads and senior Ops leaders
Requirements:
- 4+ years WFM/Ops experience in high-volume, scaled environments
- Financial services knowledge, specifically understanding of KYC, FinCrime, or regulated operational environments
- Ability to turn complex WFM jargon into clear, actionable business advice
- Strategic assertiveness to constructively challenge senior leaders
- Analytical reasoning to interpret data trends and identify leading vs. lagging indicators
- Stakeholder management experience acting as a partner rather than just a reporting function
- Forward-looking mindset with a bias toward proactive risk identification and prevention
Nice to have:
- Tool proficiency with WFM software such as Calabrio, NICE, or Verint
- Coaching and mentorship experience
- SQL or data visualisation skills