WEM Capabilities Consultant - Remote at Northwestern Mutual

Wisconsin, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, InsuranceIndustries

Requirements

Either Verint Administrative, Intradiem Administrative, or Verint Desktop Process Analytics experience required. Verint Desktop Process Analytics knowledge strongly preferred
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
Proven track record for effectively driving change through strong partnerships and engagement with front-line staff, management, and customers
Demonstrated 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 complex processes for communication to various matrix partners
Intermediate to Advanced Excel knowledge required

Responsibilities

Lead administration efforts launching Verint’s Desktop and Process Analytics, Workforce Engagement, Work Operations Manager, Performance Management solutions, and Intradiem solutions
Serve as Subject Matter Expert on Workforce Management technology and establish strong partnership with the vendor. Support work efforts that will elevate Northwestern Mutual to a beta-tester role to secure advanced new releases of use cases that drive meaningful operating expense reductions
Administer 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 execute on 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
Collaborate with change leads, workforce leadership and operational business partners by evaluating and executing the work and benefit related to WEM solution tool set (Verint WFM, Desktop Analytics, Performance Management, and Intradiem)
Partner with business participants and workforce teams to oversee the product execution and governance of the solution in operational environment within service center operations
Partner with stakeholders to develop, implement, and drive business cases from conception to delivery while ensuring readiness of all other product teams and business participants in the overall ecosystem for each targeted improvement
Collaborate with system administrators of other tools to develop and refine systemic rules for the software suite
Provide best-in-class 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 enhancements
Other Duties as Assigned

Skills

Key technologies and capabilities for this role

Verint WFMDesktop AnalyticsPerformance ManagementIntradiemWorkforce Engagement ManagementWork Operations ManagerProcess AnalyticsVendor ManagementChange ManagementResource PlanningService Center Operations

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position as indicated by the job title.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What experience and skills are required for this position?

Candidates need either Verint Administrative, Intradiem Administrative, or Verint Desktop Process Analytics knowledge (strongly preferred), 5-7 years of Workforce Management experience preferably within each role, a Bachelor’s degree or equivalent work experience, and strong analytical and problem-solving skills.

What team does this role report to?

This role is a key member of the Resource Planning & Enablement team and reports directly to the WEM Capabilities Manager.

What makes a strong candidate for this WEM Capabilities Consultant role?

Strong candidates will have Verint or Intradiem administrative experience, Verint Desktop Process Analytics knowledge, 5-7 years in Workforce Management, and strong analytical skills to lead administration, partner with vendors and operations teams, and drive governance strategies.

Northwestern Mutual

Provides financial security services, and wealth management

About Northwestern Mutual

Northwestern Mutual offers personalized financial planning, life insurance, and investment services, leveraging leading-edge technology to manage over $125 billion in client assets for more than 4.5 million clients.

Milwaukee, WisconsinHeadquarters

1856Year Founded

N/ACompany Stage

Consulting, Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Growing your Career

Compensation & Time Off

Insurance plans

Health Savings Account

Wellness programs & resources

401(k) plan and cash balance contributions

Risks

Fintech platforms like Carefull challenge traditional financial advisory services.

Internal competition may arise from Wellthi's focus on the Black community.

Customer dissatisfaction may grow due to increased retirement age expectations.

Differentiation

Northwestern Mutual maintains the highest financial strength ratings in the industry.

The company launched 'The Great Realization' campaign to refocus customer priorities.

Northwestern Mutual offers a unique Long-Term Advantage product with life insurance benefits.

Upsides

The aging population increases demand for retirement planning and long-term care solutions.

Partnerships with tech firms enhance Northwestern Mutual's data analytics capabilities.

Digital transformation in insurance leads to more personalized customer experiences.

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