SSE Product Specialist

The primary duties of a Servicing Scale (SS) Product Specialist are to develop, track, and report the performance of an assigned project of the SS team, our main focus is in-depth knowledge of the system used for WFM. The role involves delivering projects, identifying and prioritising improvement opportunities, tracking and updating KPIs related to their projects, supporting stakeholders work through requirement synthesis and feedback, and creating comprehensive delivery plans for project execution.

In this role you’ll be working closely with the Workforce Management team to maintain and improve the systems our tribe uses on a daily basis forecasting, scheduling, intraday management, and capacity planning. As a product specialist you will be responsible for optimising the configuration of our systems while at the same time addressing the needs of its users.

Responsibilities

• Identify opportunities: Can leverage data analysis tools and techniques to collect, analyse, and present insights, utilising software such as SQL, Excel/Google Sheets, and BI tools like Looker and Superset. Capable of contextualising projects and prioritising them based on risk and impact. Familiar with any major programming languages like Java/JavaScript/Python/Kotlin/Swift to leverage API connections on the systems used for WFM. 

• Project Management: Collaborate with stakeholders to develop comprehensive project plans, including scope, release schedules, milestones, and deliverables, while overseeing effective implementation, managing activities to achieve business goals, and monitoring progress to ensure alignment with stakeholder requirements.

• Stakeholder Management: Coordinate calls, meetings, and communications between stakeholders and the project team during the implementation phase, keeping stakeholders, sponsors, and management regularly informed on progress, blockers, customer needs, and business opportunities.

• Change Management: Identify and manage resource requirements, required skill sets, training plans, quality reviews, documentations and weekly meetings required for project execution

• Project Portfolio: Maintain and update a database of project related documents.

• You have experience with system configurations or have a relevant background
• You have a keen eye for detail and troubleshooting, problem solving and accuracy should be core to you
• You can handle and easily comprehend complex logic flows, communicate and adjust those with ease
• You are agile and able to prioritise between multiple tasks
• You have excellent verbal & written English, any other languages are a plus;
• You are able to convince others, present your viewpoint and proposed solutions in such a way that helps others take informed decisions
• You know how to have effective and efficient decision-making conversations
• You have the ability to identify, create and apply processes, methods, knowledge, skills and experiences with the aim to achieve project objectives 
• You have great communication and presentations skills to support internal and external cross-team projects and audits
• Great fit to our values and company culture, and operate and lead accordingly
• You have a good understanding and ability to analyse and move team’s metrics
• You have a proven track record of taking ownership and responsibilities as well as being a great team-player
• You are experienced or have interest in working with people from different backgrounds
• Friendly, creative and problem solver

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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