Workforce Management, Capacity Planner

1 week ago

Halifax, Canada Manulife Full time

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

**Working Arrangement**

Hybrid

**The Opportunity**

**Responsibilities**
- Create long-term forecasts (18 months) based on units of work, trends, and business scenario information.
- Work with cross-functional teams to incorporate forward-looking data (Sales, Strategy, Operations, Marketing) for accurate forecasts.
- Develop and model staffing strategies to create hiring plans and ensure SLA outcomes are met.
- Monitor performance to quantify impact or illustrate emerging trends related to workload, shrinkage, attrition, and units of work.
- Lead capacity planning meetings with senior management, presenting data and making recommendations to optimize staffing levels and manage unit costs.
- Produce a robust capacity plan incorporating multiple disciplines in measuring work effort, including back-office measures.
- Maintain historical data for trend analysis to inform strategic management decisions.
- Evaluate and determine high-risk changes with data received.
- Take ownership of the capacity plans for each function
- Identify trends and risks of inputted data and escalate quickly to ensure timely resolution.Guide business and stakeholders on FTE planning and budget impacts.

**How will you create impact?**

You will report to the Reporting & Insights Director and play a crucial role in ensuring our Retirement Operations are staffed efficiently, directly impacting our ability to meet business outcomes and manage costs effectively.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Previous experience in Workforce Management and strong business process modeling.
- Experience with workforce management principals and methodologies with back-office functions.
- Excellent influencing skills with the ability to develop and deliver presentations to executive stakeholders.
- Proven relationship-building and interpersonal skills with a focus on high professionalism and customer service.
- Demonstrated ability to take initiative, establish priorities, and generate original ideas while being flexible in the face of shifting demands and challenging situations.
- Ability to communicate effectively with all levels of the organization.

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture: We lead with our Values every day and bring them to life together.
- Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
- Continuous innovation: We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity, and Inclusion : We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.

**About Manulife and John Hancock**

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and

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