The Performance and Workforce Strategy Manager plays a key role in ensuring operational effectiveness across global delivery teams. By integrating workforce planning, performance analytics, and process governance, this position ensures alignment between talent capacity, client demands, and strategic goals.
Key Responsibilities
- Analyze workforce performance using KPIs, SLAs, and contractual metrics to support delivery teams in meeting targets
- Identify performance trends and root causes through data analysis, driving initiatives that improve quality and efficiency
- Assess sourcing channel performance, time-to-fill, and pipeline health in partnership with talent acquisition teams
- Design and maintain dashboards in Power BI, Workday, and Achieve to monitor utilization, productivity, and sourcing outcomes
- Provide leadership with data-driven insights to enhance workforce planning, client satisfaction, and operational performance
- Support goal setting for teams and individuals to align with organizational strategy and performance expectations
- Forecast workforce supply and demand in collaboration with Sales, Operations, and Delivery functions
- Manage capacity utilization, internal mobility, and talent redeployment to reduce idle capacity
- Develop a scalable bench strategy to enable rapid response to client onboarding needs
- Ensure compliance with internal policies, data protection standards, and regulatory requirements across all processes
- Monitor adherence to customer agreements and SLAs, supporting resolution of scope or performance escalations
- Partner with Legal, Finance, and Operations on contract governance and audit preparedness
- Create and maintain SOPs and performance governance frameworks to support operational consistency
- Apply Lean and data-driven methodologies to eliminate inefficiencies and improve workflow sustainability
- Track and report on the impact of process improvements, demonstrating measurable business outcomes
- Present workforce, sourcing, and performance insights to executive and client leadership teams
- Lead cross-functional collaboration with HR, Finance, and Delivery to align planning with budget and business priorities
- Resolve escalations promptly, ensuring clear communication and timely follow-up with stakeholders
- Influence strategic decisions through recommendations grounded in workforce and operational data
Qualifications
- Minimum of 5 years in workforce planning, resourcing, or talent operations, preferably within RPO, staffing, or professional services environments
- Proven ability to analyze and interpret workforce data using tools such as Excel, Power BI, and Workday
- Experience building global headcount forecasts and resource plans
- Strong interpersonal and influencing skills, with a track record of aligning Sales, HR, and Delivery teams
- Strategic thinker who can balance long-term planning with day-to-day operational needs
- Excellent communication skills, capable of translating complex data into actionable business insights
Technical Environment
Workday, Power BI, Achieve, Excel
Work Arrangement
This is a remote position open to candidates based in Mexico.
