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About the Role

The Assistant Vice President (AVP), Workforce Solutions provides strategic leadership and oversight for Workforce Management, Task Manager Operations, and Reporting Solutions across Enterprise Operations. This role optimizes workforce effectiveness, operational efficiency, and service delivery through forecasting, capacity planning, workflow management, resource optimization, and business intelligence, while leading multiple operational disciplines in support of enterprise priorities. The role leads a team of workforce management, reporting, and workflow professionals, driving continuous improvement, operational excellence, leadership development, and cross-functional partnership.

Responsibilities

Provide strategic leadership across Workforce Management, Task Manager Operations, and Reporting Solutions to ensure efficient resource utilization, operational effectiveness, and achievement of business objectives.
Lead multiple operational disciplines through clear vision-setting, prioritization, performance management, and disciplined execution against enterprise goals.
Develop workforce strategies including forecasting, capacity planning, scheduling, and real-time performance management to support service, productivity, and financial goals.
Oversee workflow management processes and tools, driving process improvements, automation opportunities, and operational efficiencies.
Establish and maintain reporting, analytics, and performance measurement frameworks that provide actionable insights for business leaders.
Partner with Operations, Contact Center, Technology, Enterprise Business Solutions, HR, Finance, Legal, Risk, Compliance, and other internal functions to align workforce strategies with organizational priorities.
Build, develop, and empower a high-performing leadership team by coaching managers, strengthening succession readiness, and fostering accountability, collaboration, innovation, and operational excellence.
Drive continuous improvement initiatives that enhance customer experience, employee engagement, productivity, service quality, and cost efficiency.
Manage operational risks, ensure compliance with policies and standards, and support strategic transformation initiatives across Enterprise Operations.

Requirements

Bachelor’s degree in business administration, Management, Finance, Operations, Analytics, or related field.
8+ years of progressive leadership experience in workforce management, operations, contact center operations, business intelligence, workforce planning, or related functions, including proven experience leading multiple disciplines within an operations team.
5+ years of people leadership experience leading managers and professional teams.
Experience with workforce management systems, forecasting methodologies, scheduling, and capacity planning.
Strong analytical and data-driven decision-making capabilities.
Experience leading process improvement and operational transformation initiatives.
Advanced communication and executive presentation skills.
Experience within financial services, insurance, or customer service operations.
Experience with Genesys, workforce management platforms, reporting and visualization tools, and workflow management solutions.
Experience leading enterprise-scale workforce optimization programs.
MBA or advanced degree preferred.

Skills

Customer Focused
Critical Thinking
Team Mentality
Business Acumen
Learning Agility

Experience Level

8+ years of progressive leadership experience
5+ years of people leadership experience

Education Level

Bachelor’s degree
MBA or advanced degree preferred

Salary/Compensations

$170,000 - $200,000

Benefits

Health, dental, vision and life insurance plans
401(k) Savings plan – with generous company matching contributions (up to 6%)
Voya Retirement Plan – employer paid cash balance retirement plan (4%)
Tuition reimbursement up to $5,250/year
Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
Paid volunteer time — 40 hours per calendar year

About the Company

Together we fight for everyone’s opportunity for a better financial future.
We believe in being bold and committed to action.
We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued.
We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work.
Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Equal Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.
Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities.