• Identifies opportunities to improve processes, facilitates complex analysis, and improves overall WFM effectiveness across multiple business segments. • Develops solutions (e.g. applications, tools, processes, and/or training) that positively impact WFM Global effectiveness. • Helps establish solution configuration standards and manages them. • Facilitates data collection, processing & analysis of workforce management performance data (e.g. WFM Global Table F, Centralized Hiring Plan). • Develops and executes a comprehensive program of controls (e.g. audit methodology, report suite, & process structure) to assist in the management of efficient process execution & performance verification. • Conducts complex problem case analysis exercises to assist with root cause analysis. • Participates in special projects to apply WFM practices to new business segments, develop new support capabilities, work on new client engagements & integrate new applications.