Manager, Workforce Management

1 month ago

Waterloo, 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.

**Manager, Workforce Management Resource Planning**

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 and leading a scheduling team 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 several stakeholders.

What Will You Do?
- Lead the capacity planning and scheduling teams (with direct reports and indirect reports) providing coaching and guidance for staff in India and Canada.
- Look for ways to innovate and improve WFM processes in a Continuous Improvement environment.
- Lead and drive projects and assignments to completion, including project planning and estimates
- Collect and analyze data to forecast required staffing levels.
- 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.
- Assess impact of initiatives/projects to capacity and workload.
- Provide analysis, insights and recommendations to business leaders and other partners to help drive operational decisions related to staffing levels.
- Ensure data is accurate, timely and that results meet the clients’ needs.
- Facilitate conversations between Operations and other Workforce Management teams

Knowledge/Experience:

- Minimum of Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics or equivalent.
- Demonstrated experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks
- Experience managing people and coordinating work across teams
- Ability to manage multiple changing priorities
- Ability to effectively present complex data adapted to a variety of audiences
- Ability to build partnerships and develop relationships with a variety of stakeholders
- Strong critical thinking & creative problem solving
- Demonstrated ability to produce meaningful results from data
- Ability to be successful working with a geographically diverse team with most contact taking place virtually
- Ability to balance day-to-day responsibilities with long-term improvement initiatives

Assets:

- Experience in a Call Center Environment
- Insurance or Financial Services industry experience.
- Experience visualizing data with Tableau
- Experience with R/Python or other advanced analytics tools
- Experience with Workforce Management Software (IEX, Genesys, Pega)
- Experience gathering and integrating external data with operational data.
- Practical leadership experience in an operational environment.
- Demonstrated experience working with data, including transformation & manipulation experience using methods and algorithms including Queuing Analysis, Simulation, Optimization, Sensitivity Analysis.

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**:
80,000/80 000 - 130,400/130 400

**Job Category**:
Advanced Analytics

**Posting End Date**:
26/06/2023

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