Strategic Financial Planning Manager

2 months 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 accuracy and compliance.
  • Adhere to SL penalties and chargebacks to vendors as per service contracts, maintaining a high level of customer satisfaction.
  • Manage 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, driving business growth and customer satisfaction.
  • Create long-term and short-term forecasts, including financials, to inform business decisions.
  • Review forecast-to-actual workload variance and determine necessary adjustments to future forecasts.
  • Adjust workforce requirements based on changing forecasts, reforecasting as needed.
  • 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.
  • Identify trends and averages on a daily, weekly, monthly, and seasonal basis, providing actionable insights.
  • Develop and maintain historical data, including absenteeism, attrition, management investment, call volume, productivity, service level performance, and staffing adherence.
  • Fulfill ad-hoc reporting needs for the business, presenting results in a concise and decisive format.
  • Recreate existing reporting and create new reporting in Tableau, integrating various data streams into a coherent view of program activities.

Leadership & Development

  • Provide guidance to team members to execute weekly/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/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.
  • Strong collaborator with the ability to work independently and manage multiple projects/responsibilities.
  • Call centre experience is an asset.

About Us

At President's Choice Financial, we are committed to sustainability and social impact. Our approach is based on three pillars – Environment, Sourcing, and Community – and we strive to demonstrate leadership in these 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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