Manager, Workforce Optimization

1 week ago

Waterloo, Canada Definity Financial Corporation Full time

Definity is the parent company to some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.
- We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

**AMAZING ANALYTICAL SKILLS IN ACTION**

You have amazing analytical skills and love to model real-world, complex operations in order to support optimal decision-making at various levels of management. You are curious, learn quickly, work fast, are adaptable and resourceful, but always rigorous and reliable.

If that is you, the Manager, Workforce Planning & Optimization role may be right for you.

As part of the Workforce Optimization Team, this role is responsible for the design, refinement and maintenance of capacity models spanning most of our National Claims operations, aiming to align work volumes, staffing levels, hiring/training plans, special projects and expense targets. It plays a critical role in measuring and improving productivity across all of our lines of business.

**What can you expect in this role?**
- Design, enhance and maintain capacity models based on a thorough understanding of key drivers (volumes, productivity, turnover, training, offline activities, etc.)
- Maintain demand & supply forecasts in support of claims and contact centre activities at several levels of granularity with respect to time horizon (monthly, weekly, daily, hourly), work types (auto claims, property claims, etc.), complexity and language (English, French)
- Respond to requests for further analysis in support of special project or initiatives sponsored by leaders at multiple levels (Manager, Director, VP)
- Identify and highlight both short-term and long-term operational risks and opportunities at all levels of management
- Lead and develop the skills and competencies of a small team of Capacity Analysts and Claims Assignment Coordinators
- Provide guidance and act as consultant on projects and service delivery initiatives where capacity planning knowledge and skills are required

**What do you bring to the role?**
- Exceptional analytical skills, i.e. ability to logically model an operational system into its key components and their relationships
- Minimum of 3 years in modeling operational environments
- Excellent communication skills, an ability to clearly share the key elements of a complex system
- Intermediate/advanced skills with Microsoft Excel
- Adaptable, resourceful, able to respond quickly and find solutions to complex problems
- Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
- Intermediate/advanced skills with Microsoft PowerPoint
- Bachelor’s degree in a related discipline (Mathematics, Economics or equivalent)
- Experience in the Property & Casualty insurance industry would be an asset
- Experience using SQL queries and Tableau would be an asset

Salary range is $74,100 - $136,500

**What’s in it for you?**
- Hybrid work schedule for most roles
- Company share ownership program
- Pension and savings programs, with company-matched RRSP contributions
- Paid volunteer days and company matching on charitable donations
- Educational resources, tuition assistance, and paid time off to study for exams
- Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
- Wellness and recognition programs
- Discounts on products and services

**Go ahead and expect a lot — you deserve it.**

It’s better here — but don’t take our word for it. Definity was named by Great Place to Work ® as one of the Best Workplaces in Canada for women, for youth, and for inclusion.

**Background checks**

This role requires successful clearance of background checks (including criminal checks and leadership references).

LI-Hybrid

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