St. Galler Kantonalbank
St. Gallen
Strategic Workforce Manager 80 – 100%
- 31 August 2026
- 80 – 100%
- Permanent position
- German (Basic knowledge)
- 9000 St. Gallen
About the job
As a Strategic Workforce Manager, you will have the opportunity to redesign the management system of our advisory centre. You will ensure that resources in the advisory centre are deployed where they have the greatest impact. Are you keen to help shape the future of our customer service within the advisory centre in St. Gallen using data, automation and AI?
Strategic Workforce Manager 80 – 100%
What you will achieve
- You will develop a future-proof operating model for our advisory centre and design a management system that allows the required capacities to be planned and controlled in the short, medium and long term.
- You will introduce and continuously develop new technologies such as chat and voice bots, self-service solutions, analytics tools and assistance systems for employees.
- Using data-based analyses, you will proactively manage demand and capacities and derive the necessary measures from them.
- You will identify and prioritise optimisation and automation potentials along the customer journey and implement these together with IT and digital units.
- You will be responsible for forecasting and cross-channel capacity planning and ensure intraday control as well as demand-oriented deployment and holiday planning.
What you bring with you
- A completed university degree (Uni/FH) or a comparable qualification forms the basis of your profile.
- You bring several years of experience in workforce management, contact centre management or operational control. In addition, you have successfully supported or led projects.
- You have sound knowledge of forecasting and capacity planning and possess expertise in contact centre technologies, such as call routing, MS Teams telephony or Nimbus, as well as in data analysis, BI and reporting.
- Experience with transformation projects, automations or the introduction of AI-based tools as well as a high level of implementation competence distinguish you.
- With your strategic and entrepreneurial thinking, you actively drive change and succeed in developing concepts and successfully implementing them in practice.
- You present yourself confidently to various stakeholders and management and convince with your solution-oriented and reliable manner. Experience in the banking or regulated environment is an advantage.
Information
Joachim Bühler, Head of Advisory Centre, will be happy to answer your questions by phone at 071 231 39 54.
Application
www.sgkb.ch/karriere, Brigitte Sauter, HR Business Partner
Applications from external recruitment agencies will not be considered for this position.
