Director Workforce Management, Reporting and Data Governance

3 weeks ago

Quebec City, Canada Manulife Full time

The Director, Workforce Management (WFM), Reporting and Data Governance is responsible for end-to-end Workforce Management including forecasting, capacity planning, and development of a productivity tracker, in addition they will partner with operations leaders and finance to develop and maintain strong financial discipline in managing to expenses and ensuring consistent reporting. The Director is also responsible for developing and maintaining all operational reporting and ensuring a robust data governance model and discipline for Insurance Operations, including Insurance, Guaranteed Investment products, Distributor Services, and Affinity. The incumbent will lead and manage a global organization of reporting and workforce management analysts and data stewards.

Through thought leadership and strong relationships built with Operational Business Unit leaders, the Director will evolve the requisite support services to deliver service levels, optimize costs, and balance employee needs. As technology changes and evolves, this Director and their team will need to understand and optimize the technology and how it can be used to evolve the support model and services offered.

**Position Responsibilities**:

- **Workforce Management**: Oversee all aspects including forecasting, financial/capacity planning, productivity reporting, and measurement.
- **Data and Metrics Reporting**: Ensure accurate reporting of key metrics (digital, service, staffing) with a strong data governance model aligned to strategic initiatives.
- **Team Leadership and Development**: Lead and develop a global team of specialized analysts to make proactive efficiency recommendations and support operational improvements.
- **Operational and Financial Optimization**: Identify, track, measure and implement strategies to improve productivity, efficiency, and cost savings; conduct regular data analysis and benchmarking.
- **Collaboration and Communication**: Build strong relationships and communication channels across teams and lines of business, ensuring alignment and collaboration on capacity planning and resource utilization.

**Required Qualifications**:

- 7-10 years of operational experience in workforce management, reporting, and data governance; post-secondary education in Business Administration is helpful.
- Proven experience in volume forecasting and planning, preferably within a large organization.
- Strong leadership skills with the ability to coordinate multiple stakeholders and cross-functional teams; excellent verbal and written communication skills, especially under pressure.
- High level of analytical discipline and rigor; excellent organizational skills to manage multiple and competing priorities effectively.
- Ability to influence key stakeholders within Operations and work proactively with teams outside direct control; comfortable communicating with executive leaders and providing analysis.

**Preferred Qualifications**:

- CPA/MBA

**When you join our team**:

- We’ll empower you to learn and grow the career you want.
- We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we’ll support you in shaping the future you want to see.

**About Manulife and John Hancock**

**Manulife is an Equal Opportunity Employer**

**Primary Location**

CAN, Quebec - Full Time Remote

**Working Arrangement**

Remote
**Salary range is expected to be between**

$101,700.00 CAD - $183,060.00 CAD

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short

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