Customer Success Story: Streamlining Workforce Planning for a regional banking institution
Customer :
Regional credit union.
Challenges :
A regional credit union was planning a major expansion, opening multiple new branches across different regions. Leadership recognized that accurate headcount forecasting and allocation were critical to successful launches and sustained growth. However, their workforce planning process was manual and lacked the integration needed to incorporate essential data points—such as role requirements, language skills, and transaction volumes. They needed a holistic solution to gauge workforce demand and determine the right mix of positions, skills, and staffing levels across various locations.
Solution :
The institution implemented Adaptive Workforce Planning to address these challenges. The solution pulled data from multiple sources including:
- Workday HCM: Provided headcount, job/position details, and skill data (e.g., bilingual Spanish skills).
- Workday Time Tracking: Offered insights into regular hours worked, overtime, and PTO usage.
- Third-Party Operational System: Captured key branch metrics, such as the number of transactions by location and the split between teller and transactional tasks.
Using this integrated data, the credit union built advanced workforce models to forecast staffing needs for new branch openings. These models factored in projected transaction volumes, local language requirements, and existing employee availability. The solution also enabled the team to plan for the reallocation of staff between branches when unforeseen gaps or spikes in demand arose.
Results :
- Data-Driven Forecasting: By consolidating workforce, time, and operational data, the institution gained a clear, real-time view of branch staffing needs, allowing them to make informed decisions about how many FTEs to hire or reassign.
- Optimized Role and Skill Mix: The new solution ensured each branch was staffed with the appropriate skill sets, such as bilingual capabilities, to meet community needs and improve customer service.
- Increased Efficiency: Automated workforce planning replaced manual processes, significantly reducing the time spent gathering and reconciling data, and enabling the team to focus on strategic decision-making.
- Agile Resource Allocation: With the ability to identify staffing surpluses or shortages across locations, the institution can quickly redeploy team members where they are most needed, improving overall service levels and cost efficiency.
Conclusion :
By implementing an Adaptive Workforce Planning solution, the credit union transformed its ability to manage a growing network of branches. The integrated approach—leveraging data from multiple systems—provided precise, actionable insights into headcount requirements, role definitions, and skill distributions. As a result, they are now well-positioned to support future expansion, improve customer experiences, and maintain operational excellence in an ever-changing financial services landscape.
