Mauricio Valdes Montes
Nashville,United States
Summary
Dynamic Senior Program Manager with extensive experience at Amazon Web Services, specializing in capacity planning and workforce transformation. Proven track record in optimizing resource allocation and enhancing forecasting accuracy. Adept at stakeholder management and continuous improvement, driving strategic alignment and impactful change across global teams. Passionate about leveraging analytics for operational excellence.
Overview
15
15
years of professional experience
Work History
Senior Program Manager Capacity Planning
Amazon Web Services
Nashville, United States
04.2024 - Current
- Oversee best practice and implementation of capacity modeling for Business Units within Global Services into SaaS platforms by leveraging domain expertise in Capacity Planning, Workforce Management, and relevant technologies
- Lead migration to third-party planning software, ensuring seamless updates with minimal process disruption through effective project management and team coordination
- Develop a centralized knowledge base that documents best practices, lessons learned, and case studies to serve as a valuable resource for the team and other stakeholders Globally
- Created comprehensive documentation and training for team members and stakeholders on capacity planning methodologies, processes, framework, and tools
- Established a strategic design of a scalable modelling infrastructure that will accommodate future variables which are not yet available and can also be replicated or tailored to meet similar use cases with ease
- Oversee the building of specific use cases and communications with stakeholders, peers, and executives to gain alignment and lead the Core Planning function roll out and organization adherence to new processes related to standardized modeling methodologies
- Managed the implementation of continuous improvement process for the Capacity Planning team
- This involves regularly reviewing and updating models, assumptions, methodologies, and processes based on new data, technological advancements, and changing business needs
- Defined the most optimal capacity modelling approach by identifying core business objectives, understanding constraints and business specific complexities, identifying and resolving problems related to capacity, and determining the appropriate system and process improvements to be applied
Senior Resource Manager APJ
Amazon Web Services
Sydney, Australia
01.2022 - 04.2024
- Oversee best practice and implementation of capacity modeling for Business Units within Global Services into SaaS platforms by leveraging domain expertise in Capacity Planning, Workforce Management, and relevant technologies
- Led migration to third-party planning software, ensuring seamless updates with minimal process disruption through effective project management and team coordination
- Developed a centralized knowledge base that documents best practices, lessons learned, and case studies to serve as a valuable resource for the team and other stakeholders Globally
- Created comprehensive documentation and training for team members and stakeholders on capacity planning methodologies, processes, framework, and tools
- Established a strategic design of a scalable modelling infrastructure that will accommodate future variables which are not yet available and can also be replicated or tailored to meet similar use cases with ease
- Oversee the building of specific use cases and communications with stakeholders, peers, and executives to gain alignment and lead the Core Planning function roll out and organization adherence to new processes related to standardized modeling methodologies
- Managed the implementation of continuous improvement process for the Capacity Planning team
- This involves regularly reviewing and updating models, assumptions, methodologies, and processes based on new data, technological advancements, and changing business needs
- Defined the most optimal capacity modelling approach by identifying core business objectives, understanding constraints and business specific complexities, identifying and resolving problems related to capacity, and determining the appropriate system and process improvements to be applied
Workforce Planning Manager
Petsure
Sydney, Australia
07.2021 - 12.2021
- Delivered actionable insights and analytics to inform decision making and drive behavioural/operational change
- Managed the configuration and phased approach roll-out of Aspect WFM as the workforce planning enterprise solution across the Claims operations in three different sites, including Australia, South Africa, and Philippines
- Developed and implemented strategies and methodologies to improve workforce planning across the Claims operation
- Led the delivery and support of contact centre reporting so that performance delivery successes and challenges were understood throughout the network
Senior Manager Workforce Planning
Commonwealth Bank of Australia
Sydney, Australia
02.2021 - 07.2021
- Optimised contact centre resources to deliver a better customer experience and meet service expectations
- Developed resource management strategies that drove process efficiencies, utilising analytics to predict events and recommend optimal resourcing requirements for the business
- Provided a high level of engagement with a variety of stakeholders across the bank, including the provision of detailed reporting & analytics to Executive General Managers and General Managers
- Identified and developed continuous improvement initiatives that drove performance across the Asset Finance team functions
- Implemented a proper workforce planning operational framework, including the forecasting of workload and volumes based on current, updated, and predicted environments
National Workforce Planning Lead
Lifeline Australia
Sydney, Australia
01.2020 - 02.2021
- Improved short term and long-term forecasting accuracy for service demand: we knew when and where to roster our thousands of In-Shift Support and Crisis Supporters and have answered more calls as a result
- Responsible for leading the production of different models to support business cases, projects, and service delivery initiatives
- Led the delivery and support of contact centre reporting so that performance delivery successes and challenges were understood throughout the network
- Improved our workforce communication and engagement with the centres part of Lifeline Australia network (40 plus centre across Australia)
- Ensured that the Lifeline services had effective workforce management practices including strategic workforce planning, long term forecasting, short term forecasting, headcount and rostering that engaged the right resources when needed
Strategic Workforce Planning Director
Thales Group
Sydney, Australia
03.2019 - 12.2019
- This was a key position that supported the strategic workforce development of Thales growing business
- The role was key to building workforce maturity across the business, including Thales Australia's key strategic programs
- Developed and implemented a Strategy Workforce Plan for Thales Australia to meet the short, medium- and long-term resourcing needs and Key Strategic Programs
- Established a Workforce Planning operational rhythm, processes, tools, capabilities, reporting and analytics to drive execution excellence in Workforce Planning
- Developed and provided metrics and insightful analytics across the business about their workforce, and led appropriate action plans to address any identified issues
Manager Strategic Workforce Planning
BT Financial Group
Sydney, Australia
12.2017 - 03.2019
- Led the development of short-term and long-term divisional workforce planning roadmap ensuring alignment to strategic, regulatory, market, financial, disaster readiness and divisional goals
- Responsible to improve the Customer Relations operational capability aiming to maximise customer satisfaction and employee engagement
- Responsible for optimising the use of resources to build capacity through the provision of quality forecasting, reporting, insights and key call centre metrics analysis
- Understood corporate workforce planning initiatives to ensure BT Customer Relations was aligned to broader talent and resource management plans
- Led a team of workforce planners that were also committed in developing the workforce planning processes, procedures and accountability within Customer Relations and the successful implementation and embedding of workforce planning methodologies
Workforce Planning Manager Pacific
Schneider Electric
Sydney, Australia
07.2016 - 12.2017
- Developed robust workforce planning metrics to accurately measure and forecast the short- and long-term needs of the organisation in terms of future growth, working with key stakeholders to ensure that organisational workforce capabilities are being met
- Worked with Marketing and Commercial teams to ensure any campaign and promotional material was included within forecast along with ad-hoc variations to plan including forecast or campaign activity
- Ensured risk assessments were undertaken on service delivery initiatives supporting Schneider Electric workforce requirements to enable the development of recommendations to minimise any contributing factors
- Forecasted mid-term and intraday contact volumes and staffing needs for use in budgeting and for scheduling purposes, utilizing existing resources to optimize their service whilst achieving long term forecast objectives
Strategic Workforce Planning Manager
Vodafone Australia
Sydney, Australia
05.2015 - 04.2016
- Established and maintained relationships with key internal stakeholders including Finance, Care Leadership and outsource/third party teams to facilitate the delivery of an accurate forecast and capacity model reflective of current at future operating model
- Led the alignment of long term/budgetary planning and operational delivery
- Understood core contact centre workforce planning principles and applied them to facilitate a working environment in line with Vodafone's culture
- Supported the effective provision of change impact assessments
- Built relationships with stakeholders such as Finance, COPS leadership and Care Leadership around capacity planning and budgetary planning
Senior Resource Planning Manager
TABCORP Assets Pty Ltd
Sydney, Australia
07.2014 - 05.2015
- Full responsibility for planning and facilitating the efficient use of broadcast, production, technical and operational resources in line with business needs and defined targets
- Identified and recommended productivity opportunities, whilst preparing accurate forecasting and scheduling strategies across all of Sky's business streams
- Developed and maintained headcount planning and effective transactional forecast model for the operational, production and broadcast teams
Senior Workforce Planning Specialist
Westpac Group
Adelaide, Australia
07.2012 - 07.2014
- Provided timely and accurate business forecasts, plans and analysis to enable the leadership team to make decisions on resourcing (volume, skills and employment type)
- Analysed business development opportunities, and developed solutions to complex workforce issues affecting group operations performance and workforce capability through examining core tasks, WIP, call volumes, queue management transaction times, durations and trends and developing appropriate forecasts
- Recommended strategies for improved performance of contact centres and operational teams, and where required, led the implementation of strategies
- Built a workforce team and associated capability with the view to centralising and optimising resource management and planning across all Collections operations
National Resource Planning Manager
Allianz Australia Insurance Limited
Adelaide, Australia
10.2009 - 07.2012
- Led recruitment process to ensure compliance with policies and procedures and internal stakeholders needs
- Provided subject matter expertise on organisational change, resourcing issues and develop sourcing strategies and agency alliances to provide suitable talent pool for critical roles
- National workforce planning for all staff within claims operations in Australia and NZ
- This was to ensure that the business objectives, resourcing needs, service levels and best practice standards were achieved
- Generated schedules for Australia / NZ claims operations and provided advice on staffing to meet call patterns, workloads and shifts
- Managed reports and analysed claims operations performance and systems data and then made recommendations to State Managers and Team Managers in order to improve main operational results
Education
Bachelor of Business Administration -
Javeriana University
01.1998
Skills
- Resource management
- Stakeholder management
- Budgeting
- Analytics
- Future of Work
- Strategy
- Capacity Planning
- Strategic Workforce Planning
- Human Capital
- Workforce Transformation
- Continuous Improvement
- Growth Mindset
- Adaptability
- Forecasting
- AI Predictive Modeling
- Méthodologies
- Capacity planning
- Workforce management
- Data analysis
- Project management
- Third-party software
- Stakeholder communication
- Change management
- Continuous improvement
- Forecasting accuracy
- Strategic alignment
- Team leadership
- Process optimization
- Resource allocation
- Project integration activities
- Requirements gathering
- Contingency planning
- Strong analytical skills
- Project leadership
- Staff leadership
- Cross-functional team leadership
- Business analysis
- Relationship management
- Strategic goal development
- Analytical skills
- Personnel management
- Complex Problem-solving
- Business forecasting
- Trends analysis
- Communication skills
- Teamwork
- Budget management
- Analytical thinking
- Talent acquisition
Projects
Aspect WFM Implementation - Allianz Insurance, 06/01/10, 12/01/10, Adelaide, SA, Establishment and ongoing success of Aspect eWFM (Workforce Management) strategy/application within all claims operations in Australia and New Zealand including the development of processes, procedures, guidelines, quick reference guides, training material and communication plans, impacting a Claims Operation of approximately 2000 FTE. NICE Workforce Planning APAC Implementation - Schneider Electric, 04/01/16, 12/01/17, Sydney, NSW, Upgraded, expanded & relocated the existing Nice Workforce Management Solution. Transition from NICE IEX to Verint WFP - Lifeline Australia, 08/01/20, 01/01/21, Sydney, NSW, Transitioned the WFP (Workforce Planning Solution) in the contact centres, NICE IEX, to a more powerful platform called Verint. Aspect WFM Implementation in Claims - Petsure, 07/01/21, 12/01/21, Sydney, NSW, Set up and rolled out Aspect WFP in the Claims Operation at Petsure across Australia and South Africa.
Languages
- Spanish, Native
- English, Native
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Senior Program Manager Capacity Planning
Amazon Web Services
04.2024 - Current
Senior Resource Manager APJ
Amazon Web Services
01.2022 - 04.2024
Workforce Planning Manager
Petsure
07.2021 - 12.2021
Senior Manager Workforce Planning
Commonwealth Bank of Australia
02.2021 - 07.2021
National Workforce Planning Lead
Lifeline Australia
01.2020 - 02.2021
Strategic Workforce Planning Director
Thales Group
03.2019 - 12.2019
Manager Strategic Workforce Planning
BT Financial Group
12.2017 - 03.2019
Workforce Planning Manager Pacific
Schneider Electric
07.2016 - 12.2017
Strategic Workforce Planning Manager
Vodafone Australia
05.2015 - 04.2016
Senior Resource Planning Manager
TABCORP Assets Pty Ltd
07.2014 - 05.2015
Senior Workforce Planning Specialist
Westpac Group
07.2012 - 07.2014
National Resource Planning Manager
Allianz Australia Insurance Limited
10.2009 - 07.2012
Bachelor of Business Administration -
Javeriana University
Similar Profiles
Francisco Javier Chavero, Jr.Francisco Javier Chavero, Jr.
Environmental Program Manager (EPM) at Amazon Web Services (AWS), Amazon Data Services, Inc.Environmental Program Manager (EPM) at Amazon Web Services (AWS), Amazon Data Services, Inc.
Manish KulshreshthaManish Kulshreshtha
Head - Enterprise Support (Mid and Large Enterprise Business) at Amazon Web Services (Amazon Internet Services Pvt. Ltd.)Head - Enterprise Support (Mid and Large Enterprise Business) at Amazon Web Services (Amazon Internet Services Pvt. Ltd.)
DEEPA KARUNAKARANDEEPA KARUNAKARAN
Customer Solutions Manager (Customer facing Program Manager) at Amazon Inc. (Strategic Accounts, Amazon Web Services)Customer Solutions Manager (Customer facing Program Manager) at Amazon Inc. (Strategic Accounts, Amazon Web Services)
Robert GoodwinRobert Goodwin
Global Lead, Specialist Solutions Architect WWPS Secure Hybrid Cloud at AMAZON WEB SERVICES AMAZON INCGlobal Lead, Specialist Solutions Architect WWPS Secure Hybrid Cloud at AMAZON WEB SERVICES AMAZON INC
Nicholas BelskiNicholas Belski
Remodeling Consultant at Power Home RemodelingRemodeling Consultant at Power Home Remodeling