Strategic Financial Planning Manager

1 week ago

Toronto, Ontario, Canada President's Choice Financial Full time

About the Role

We are seeking a highly skilled Strategic Financial Planning Manager to join our team at President's Choice Financial. As a key member of our organization, you will be responsible for overseeing the financial performance of our Customer Support Centre of Excellence (CoE) Contact Centre.

Key Responsibilities

  • Monitor and analyze financial performance against plans and forecasts, providing insights to improve financial outcomes.
  • Develop and maintain accurate financial performance decks, including commentary on variances to plan and LE.
  • Support annual planning and periodic LE submissions, ensuring timely and accurate delivery.
  • Create business financials slides to support business reviews, highlighting key performance indicators and trends.
  • Execute invoice reconciliation and prepare summary documents for approval to pay, ensuring compliance with service contracts.
  • Manage SL penalties and chargebacks to vendors, adhering to service contracts.
  • Utilize Salesforce case management to control costs and optimize customer service processes.

Strategic Planning & Forecasting

  • Track and analyze historical volumes and patterns, as well as agent performance metrics (schedule compliance, absenteeism, average handle time).
  • Collaborate with cross-functional teams to improve customer service processes, leveraging technology and automation to drive efficiency.
  • Create long-term and short-term forecasts, including financials, to inform business decisions.
  • Review forecast-to-actual workload variance and adjust forecasts as necessary, ensuring alignment with business objectives.
  • Liaise with vendors to ensure seamless information flow and incorporation of forecast inputs.

Reporting & Analytics

  • Maintain and develop necessary operational and performance reports for the lines of business, identifying trends and averages on a daily, weekly, monthly, and seasonal basis.
  • Develop and maintain historical data, including absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence.
  • Fill ad-hoc reporting needs for the business, presenting results in a concise and decisive format for various stakeholders.
  • Recreate existing reporting and create new reporting in Tableau, integrating various data streams into a coherent and accurate view of program activities.

Leadership & Development

  • Provide guidance to team members to execute weekly and monthly deliverables and performance objectives.
  • Schedule monthly coaching sessions to support personal development and skills enhancement.
  • Execute mid-year and year-end feedback activities, including delivering written performance development via Workday.

Requirements

  • University degree in an analytical field, such as Economics or Business, or equivalent experience.
  • Intermediate to advanced Excel skills, including advanced formulas and data manipulation of large datasets.
  • VBA or SQL skills are an asset.
  • Strong attention to detail and ability to articulate complex problems and insights in a clear and concise manner.
  • Ability to work collaboratively, manage multiple projects, and prioritize tasks effectively.
  • Call centre experience is an asset.

About Us

At President's Choice Financial, we are committed to sustainability and social impact, focusing on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing, and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect, and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits, making us one of Canada's Top Employers, Canada's Best Diversity Employers, Canada's Greenest Employers, and Canada's Top Employers for Young People.

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