Manager, Workforce Management (Direct Distribution)

Intact Financial; San Juan de Terranova; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Manager in Workforce Management, where your leadership and analytical skills will drive innovation and optimization. In this hybrid role, you will lead a dynamic team, engage with senior leadership, and refine capacity plans to enhance customer satisfaction. With a strong focus on continuous improvement, you will thrive in a collaborative environment that values creativity and strategic thinking. This role offers the chance to make a significant impact while enjoying a balanced work-life experience. If you're passionate about developing talent and driving results, this opportunity is perfect for you.

Benefits

Financial rewards program

Employee Share Purchase Plan

Flex pension and benefits package

Flexible work arrangements

Extra days off

Annual wellness account

Access to virtual healthcare

Dynamic workplace learning ecosystem

Inclusive employee-led networks

Community Impact program

Qualifications

• 5+ years of experience in Workforce Management (WFM).
• Proven leadership experience in managing teams.
• Strong analytical skills and attention to detail.

Responsibilities

• Lead and develop the Workforce Management team.
• Analyze business results and forecast implications.
• Refine capacity plans and achieve service targets.

Skills

Leadership

Analytical Skills

Project Management

Communication Skills

Strategic Thinking

Problem Solving

Bilingualism (English-French)

Education

Bachelor's degree in Business Administration

Bachelor's degree in Finance

Bachelor's degree in Mathematics

Bachelor's degree in Statistics

Tools

eWFM (Aspect)

IEX (NICE)

MS Excel

PowerPoint

Word

Power BI

VBA

SAS

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

Do you like daily challenges and the chance to make a difference?Are you innovative and creative with strong drive and determination? Are you a visionary with a deep passion for developing innovative concepts and processes?Do you have proven leadership skills with a strong emphasis on people and engagement?

We’re looking for a Manager, Workforce Management (Direct Distribution), to join our national WFM team!

Please note: this hybrid position is available in ourSt.John's, Newfoundland (10, Factory Lane) office only.

What you’ll do here and what you're passionate about:

• You have a natural inclination to lead, coach and develop talent; you will be accountable for the Ontario and West Workforce management team's Transformation, Innovation and Optimization
• Analyses - You commit to analyze and review business results and upcoming forecast implications so you can share with your business partners; you have the knack to interact with Senior Leadership to socialize and create awareness to your work
• Perform long-term and short-term forecasts; you can find ways to deliver on forecast accuracy targets
• Refine Capacity Plans each month with the most up-to-date information - data is your sandbox
• Achieve global service targets through proactive management of a multi-site and multi-skilled environment – planning is evolving unto more than a phone call, and you understand the need to move away from traditional WFM planning to include omni-channel capabilities to maximize customer satisfaction with their channel of choice
• You can wear the Subject-matter expert hat when WFM is required at the table and are able to popularize complex concepts to an audience; you have the interest to get to know deeply the Sales Operations
• Identify areas of improvement to better manage performance and you want to improve comprehensiveness of the support you provide, because status quo is definitely not your thing

Your innate skills:

• You move quickly with the changing environment and are up to date with the latest Workforce management trends and approaches; thinking outside of the box is a second nature for you
• Influencer: Converting strategy into action, you have a personable, effective and confident manner with the ability to influence a diverse group of stakeholders
• Strategic Thinker: Not afraid to challenge the status-quo with a balance of assertiveness, tact, business acumen and diplomacy.
• Fast learner: You thrive in a customer centric, dynamic, ever-evolving environment.
• Versatility. In addition to having an intimate knowledge of Workforce management, you are comfortable with spreadsheets, programming and automation while being a social animal
• Passion: You have an entrepreneurial spirit that builds credibility and you love to share your thoughts and ideas with your peers and business teams
• A team player: You believe that together everyone achieves more, — that the whole is greater than the sum of its parts. You rely on others' candid feedback for continuous improvement and you can naturally share yours likewise
• Design and business acumen: You understand business requirements beyond the written word and how your technical contributions will influence business processes. The other members of the team can depend on the quality of your work to rapidly advance our goals.

What you bring to the table:

• At least 5 years' experience in WFM
• At least 5 years' management experience, including a minimum of 2 years in a WFM management role
• Bachelor's degree in Business Administration, Finance, Mathematics, Statistics, or any combination of equivalent education and relevant experience
• In-depth knowledge of WFM software such as eWFM (Aspect) or IEX (NICE)
• Expert level with MS Excel; proficient with PowerPoint, Word & Power BI
• Strong project management and communication skills
• Proven leadership accomplishments
• Analytical skills in critical thinking, decision making, problem solving, and attention to detail
• Strong organization and prioritization skills
• Ability to concentrate on vaguely defined problems which require application of creative approaches
• Programming skills (VBA, SAS) a strong asset
• Bilingualism (English-French) is considered an asset

#LI- Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.