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Manager, Workforce Management

4 months ago

Montréal, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

We are looking for a versatile leader to work on the implementation and maintenance of resource plans and staffing capacity models in Canadian Operations. In this role, you will facilitate the process of managing a strategic capacity plan who will put the plan into action. Responsibilities include running planning meetings, analyzing data, and providing analysis and data-driven recommendations to operational leaders and business partners. In addition to a deep understanding of the dynamics of long-term resource planning, the role requires creative problem-solving, the capability to prioritize, excellent communication and organizational skills, and the ability to build relationships with stakeholders.

What Will You Do?
- Look for ways to innovate and improve WFM processes in a Continuous Improvement environment.
- Provide analysis, insights and recommendations to business leaders and other partners to help drive operational decisions related to staffing levels.
- Lead and drive projects and assignments to completion, including project planning and estimates
- Collect and analyze data to identify when metrics are drifting from target and recommend action plans to address issues
- Design, maintain, and further refine models and resource plans to account for multiple factors, such as fluctuations in business volumes, productivity assumptions, attrition, training requirements, projects, and external influences.
- Determine optimal staffing levels, taking into account business plans, capacity, attrition, and other relevant factors.
- Provide leadership and guidance to Capacity Planning Analysts reporting to you
- Assess impact of initiatives/projects to capacity and workload.
- Ensure data is accurate, timely and that results meet the clients’ needs.
- Facilitate conversations between Operations and other Workforce Management teams

Knowledge/Experience:

- Demonstrated experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment
- Proven project management experience
- Direct experience in building and managing relationships with multiple stakeholders
- Ability to operate and succeed in an abstract and fast changing environment
- Provide leadership and support for projects and initiatives
- Communicate effectively with senior management and ensure that issues are raised and addressed in a timely manner
- Champion and support creative solutions that focus on continuous improvement
- Experience managing people and coordinating work across teams
- Ability to effectively present complex data adapted to a variety of audiences
- Strong critical thinking & creative problem solving skills
- Ability to balance day-to-day responsibilities with long-term improvement initiatives
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Assets:

- Experience working with BPOs
- Insurance or Financial Services industry experience.
- Experience visualizing data with Tableau
- Experience with Workforce Management Software (IEX, Amazon Connect, Pega)
- Experience gathering and integrating external data with operational data.
- Practical leadership experience in an operational environment.
- Demonstrated experience working with multiple vendors

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

**Salary Range**:
82,000/82 000 - 135,000/135 000

**Job Category**:
Advanced Analytics

**Posting End Date**:
25/04/2024