Director, Global Head of Workforce Planning and

5 months ago

Toronto, 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

Are you looking for unlimited opportunities to develop and succeed? Do you enjoy work that challenges and makes a difference in a flexible and supportive environment? Does working in a fast paced, ever-changing environment bring out the best in you?

We're a large financial company with a new mission; “Decisions made easier. Lives made Better” and a new focus - transforming to a digital customer-centric leader. Last year, Manulife / John Hancock spent over $1 billion on technology. We are all in with agile, modern tools and processes, having no speed limit for this transformation

Manulife looks for leaders who are committed to supporting and developing their employees. Successful leaders will affect performance and the achievement of organizational goals through others by building relationships of trust, fostering collaboration and promoting adaptability.

The Director, Contact Center Workforce Planning and Forecasting is responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes. Supports a global organization of 3500 employees. You will lead and manage an organization of 50+ individuals whose role is to forecast, plan and ensure we deliver on the financial outcomes of our business objectives. You and your team are a key contributor in providing an extraordinary experience to our customers interacting with our Contact Centers.

Through thought leadership and strong relationships built with Contact Center Business Unit leaders, the Director will evolve the requisite support services to deliver service levels, optimize cost and balance employee needs. As technology changes and evolves within the Contact Center ecosystem and WFM space, this Director and their team will need to understand the technology to help optimize workforce outcomes.

For optimum success in this role, you will have the unique ability to combine highly developed analytical skills, strong leadership capabilities and balance multiple priorities.

**Responsibilities**:

- Responsible for long-range and short-term forecasting, capacity planning, scheduling, and the linking of our workforce plans to our financial outcomes.
- Leverage formal and informal meetings across teams to build communication, trust, relationships, and collaboration.
- Lead & develop a strong team of highly specialized leaders and analysts that can actively make recommendations to enhance operations for the global contact center space.
- Build relationships and regular communication with each line of business and their respective VP’s.
- Coordinate input of capacity plan, volumes, AHT, load factors and other drivers, which includes regular review and sign-off of forecasts and recommendations from all line of business leadership teams.
- Build and maintain budget analysis, recommendations, risks and opportunities for each line of business.
- Continually look for opportunities to further optimize resource utilization within the team services team and across Contact Center Operations.
- Collaborate with Business Leaders, Value Streams and Operations partners to develop and recommend strategies, do ad hoc & regular analysis as part of defined projects.
- Build and maintain an ongoing comparison of operations performance with industry benchmarks; participate in collaboration events, industry online communities.
- Ensure procedures are documented in collaboration with Compliance, Legal and industry regulators.
- Manage and improve concentration risk together with Partners through profiling and influencing call center staffing decisions. Track and measure concentration risk improvements over time

**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**
- 10+ years of Contact Center Workforce Management experience.
- Post-secondary education, a degree in Math/Statistics, Sciences, or Business Administration is a plus.
- Proven experience in volume forecasting and planning is critical within a large global, ma

  • Director, Global Head of Workforce Planning and Optimization

    1 month ago

    Toronto, Ontario, Canada Manulife Full time

    Job Title: Director, Global Head of Workforce Planning and ForecastingAre you a strategic leader with a passion for workforce planning and forecasting? Do you have a proven track record of driving business outcomes through data-driven insights? We're seeking a talented Director, Global Head of Workforce Planning and Forecasting to join our team at...

  • Director, Global Head of Workforce Planning and Optimization

    1 month ago

    Toronto, Ontario, Canada Company 1 - The Manufacturers Life Insurance Company Full time

    About the RoleWe are seeking a highly skilled Director, Global Head of Workforce Planning and Forecasting to join our team at Company 1 - The Manufacturers Life Insurance Company. This is a key leadership position that will play a critical role in shaping our workforce planning and forecasting strategy.Key ResponsibilitiesDevelop and implement a...

  • Manager Workforce Planning

    3 months ago

    Toronto, Canada City of Toronto Full time

    **Job ID**: 50047 **Job Category**:Human Resources **Division & Section**:Seniors Services & Long Term Care, LTC Strategic Workforce & Planning **Work Location**:Union Station, 66 Front Street W **Job Type & Duration**:Full-time, **Salary**:$122,305.00 - $163,639.00 **Shift Information**: 35 hours per week per week **Affiliation**: Non-Union **Number...

  • Executive Director, Global ERM Projects

    5 months ago

    Toronto, Canada Reinsurance Group of America Full time

    Position Overview Global Risk Services’ mission is to partner with RGA’s global workforce to facilitate sound risk analysis for decision making to achieve RGA’s strategic and financial objectives. The Executive Director, Global ERM Projects is responsible for the execution of ERM Projects to embed a consistent, value-adding and flexible risk...

  • Director, Global Benefits

    3 months ago

    Toronto, Canada OMERS Full time

    Choose a workplace that empowers your impact. Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best. We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with...

  • Business Support

    1 day ago

    Toronto, Canada City of Toronto Full time

    **Job ID**: 51577 **Job Category**:Human Resources **Division & Section**:Seniors Services & Long Term Care, LTC Strategic Workforce & Planning **Work Location**:Union Station, 65 Front Street West, 3rd Floor **Job Type & Duration**:Full-time, Temporary (18 months) Vacancy **Salary**:$93,734.00 - $123,449.00 **Shift Information**: Monday to Friday, 35...

  • Manager, Talent Strategy

    6 months ago

    Toronto, Canada Ontario Centre of Innovation Full time

    **Manager, Talent Strategy & Workforce Planning** Are you ready to shape the future of Ontario's automotive and mobility sector? Join OVIN as our Manager of Talent Strategy & Workforce Planning, where you'll lead a dynamic team, drive strategic initiatives, and foster innovation in skills development. **Responsibilities**: - Lead a talented team in...

  • Strategic Workforce Planning Manager

    2 weeks ago

    Toronto, Ontario, Canada City of Toronto Full time

    Job Summary:We are seeking an experienced Strategic Workforce Planning Manager to join our team at the City of Toronto. As a key member of our Human Resources department, you will be responsible for developing and implementing strategic workforce plans to drive business excellence and support our organization's goals.Key Responsibilities:Develop and...

  • Marketing Manager, Global Banking

    6 months ago

    Toronto, Canada KPMG Full time

    Overview: At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world. The Opportunity Reporting to the Director, Global Marketing, Financial Services, and serving the Global Sector Head of Banking & Capital Markets, this role will be a...

  • Associate, Workforce Planning

    2 months ago

    Toronto, Canada Technical Standards and Safety Authority TSSA Full time

    **About Us**: Since 1997, the Technical Standards and Safety Authority (TSSA) has delivered public safety services on behalf of the government of Ontario. With headquarters in west Toronto, the TSSA is a self-funded, not-for-profit organization that employs approximately 450 staff across Ontario. The roles within the TSSA are as diverse as the Province we...

  • Director, Global Benefits

    3 months ago

    Toronto, Canada OMERS Full time

    Referred applicants should NOT apply directly to this role. All referred applicants must first be submitted through Workday by a current OMERS and Oxford employee, and then must apply through the unique link received via their email. Choose a workplace that empowers your impact.  Join a global workplace where employees thrive. One that embraces...

  • Workforce Planning Manager

    6 months ago

    Toronto, Canada Take-Two Interactive Software, Inc. Full time

    **Who We Are**: Headquartered in New York City, Take-Two Interactive Software, Inc. is a leading developer, publisher, and marketer of interactive entertainment for consumers around the globe. The Company develops and publishes products principally through Rockstar Games, 2K, Private Division, and Zynga. Our products are currently designed for console gaming...

  • Workforce Planning Analyst

    3 weeks ago

    Toronto, Canada The Travel Corporation Full time

    Workforce Planning Analyst (6 Months - Contract - Hybrid) – Join Our Team!Are you a data-driven professional with a knack for optimizing workforce operations? Join The Travel Corporation as a Workforce Planning Analyst and play a pivotal role in ensuring seamless staffing and resource management. You’ll analyze real-time data, collaborate with...

  • Our Impact Plan

    6 months ago

    Toronto, Canada KPMG Full time

    Overview: At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world. The Opportunity What you will do: - Second, the role will involve the active day-to-day management of a circa US$2m OIP budget, which will be undertaken working...

  • Associate, Workforce Planning

    5 months ago

    Toronto, Canada Technical Standards and Safety Authority TSSA Full time

    **About Us**: Since 1997, the Technical Standards and Safety Authority (TSSA) has delivered public safety services on behalf of the government of Ontario. With headquarters in west Toronto, the TSSA is a self-funded, not-for-profit organization that employs approximately 400 staff across Ontario. The roles within the TSSA are as diverse as the Province we...

  • Global Benefits Strategist

    2 weeks ago

    Toronto, Ontario, Canada OMERS Full time

    At OMERS, we are a purpose-driven, dynamic, and sustainable pension plan with a global presence. Our mission is to provide exceptional benefits and retirement solutions that support the well-being of our 600,000+ members.We are seeking a seasoned professional to lead our Global Benefits & Retirement team based out of our Head Office in Toronto. As Director,...

  • VP Director

    3 months ago

    Old Toronto, Canada Director File Full time

    We have VP Director Job openings for a senior leadership role responsible for overseeing and guiding the strategic direction of a specific department or division within the organization. This role involves setting objectives, managing teams, and ensuring the achievement of key performance indicators to drive the company’s success.Key...

  • VP Director

    3 months ago

    Old Toronto, Canada Director File Full time

    We have VP Director Job openings for a senior leadership role responsible for overseeing and guiding the strategic direction of a specific department or division within the organization. This role involves setting objectives, managing teams, and ensuring the achievement of key performance indicators to drive the company’s success.Key...

  • Director, Global Benefits

    1 month ago

    Old Toronto, Canada OMERS Full time

    Referred applicants should NOT apply directly to this role.All referred applicants must first be submitted through Workday by a current OMERS and Oxford employee, and then must apply through the unique link received via their email. Choose a workplace that empowers your impact. Join a global workplace where employees thrive. One that embraces diversity of...

  • Director, Global Marketing Business Management and

    3 months ago

    Toronto, Canada Manulife Full time

    **The Opportunity** The Director of Global Marketing Business Management and Performance Optimization is responsible for monitoring, measuring, analyzing and optimizing the effectiveness of marketing initiatives and team activities, in alignment and delivery on the overall company goals, and the objectives of the Global Institutional Marketing team. This...