Resource Planner, Workforce Management

3 weeks 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.

**Position Summary**:
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.

Are you someone who is passionate about data, with superior analytical skills?

We are looking for someone to work with operational partners to plan optimal resourcing. In this role, you will use projected work volumes and staffing data to create a future-looking plan to address the staffing needs of different business units. You will be in frequent contact with those business units, working with them to update the plan, optimize based on several business constraints, analyze the impact of internal and external factors, and provide recommendations on potential solutions. Your work will drive operational decision-making about staffing levels. The role requires creative problem-solving, teamwork, excellent communication and presentation skills, a willingness to try new techniques, and the ability to handle several diverse and concurrent projects.

What Will You Do?
- Create, maintain, and update capacity plans including timing of hiring and analysis on attrition, shrinkage and other factors impacting capacity
- Support operations in planning of vacations, training, and other events
- Support the creation of an annual staffing budget forecast
- Collect, manipulate, and analyze data related to capacity, supply, and demand
- Gather information from operations on project impacts, other factors that could impact planning or work volumes
- Calculate optimal staffing levels based on forecasts, capacity models, and business constraints
- Measure, assess and communicate variation from plan, including analysis of the cause and impact to KPIs of those differences
- Help to balance staffing needs across different business units
- Work within a team to provide analysis, insights and recommendations to senior business leaders to help them recognize areas of opportunity and drive evidence-based operational decisions
- Work with forecasters, schedulers, and intraday analysts to refine plans and ensure continuity of resourcing
- Provide project teams with process recommendations, workload/staffing forecasts, costs as required to support changes.
- Look for ways to innovate and improve processes in a Continuous Improvement environment
- Knowledge, Experience and Skills
- Minimum of Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience
- Experience analyzing and modeling business process data
- Strong critical thinking & creative problem solving
- Demonstrated experience working with data, including transformation, manipulation, forecasting, and statistical modeling
- Experience working with time series data
- Familiarity with querying data using SQL
- Demonstrated success working collaboratively within a team to produce results
- Demonstrated ability to produce and communicate meaningful results from data
- Ability to effectively visualize and present complex data adapted to a variety of audiences to help with decision-making
- Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders
- Demonstrated ability to turn forecast volumes into capacity models
- Assets
- Experience visualizing data with Tableau
- Experience with Workforce Management Software (IEX, Genesys, Pega)
- Experience using large databases with complex relationships between tables
- Experience solving optimization problems

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.

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.

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