Manager, Workforce Management (Capacity Planning)

Sun Life Financial; Southwestern Ontario; Hybrid; CAD 80,000 - 128,000; Full time

Job summary

A leading financial services company in Ontario is looking for a versatile leader to manage resource plans and staffing capacity. The ideal candidate will have significant experience in stakeholder management and process optimization. Responsibilities include mentoring analysts, optimizing processes, and providing data-driven recommendations. This role offers a supportive environment with wellness programs and career advancement opportunities.

Benefits

Wellness programs

Career advancement opportunities

Hybrid work flexibility

Qualifications

• More than 5 years of practical experience in stakeholder management and process optimization.
• Direct experience in building and managing relationships with multiple stakeholders.
• Bilingualism (English, French) required for managing staff in Quebec.

Responsibilities

• Facilitate the implementation and maintenance of resource plans.
• Mentor capacity planning analysts and optimize planning processes.
• Provide analysis and insights to drive operational decisions.

Skills

Analytical skills

Stakeholder management

Creative problem-solving

Communication skills

Project management

Capacity planning

Tools

Workforce Management Software

IEX

Amazon Connect

Pega

Job description

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.

Job Description:

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 a leader with superior analytical skills, a true passion for working with people, and more than 5 years of practical experience in stakeholder management and process optimization? If so, consider applying your skills and experience to a leadership position in the Canadian Operations Workforce Management team.

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 and implementing a strategic capacity plan. Responsibilities include mentoring capacity planning analysts, optimizing planning processes, stakeholder management and providing data-driven recommendations to operational leaders and business partners. This role requires creative problem-solving, the capability to prioritize, excellent communication and organizational skills, and the ability to build relationships with stakeholders.

What Will You Do?

• Look for ways to innovate and improve WFM processes in a Continuous Improvement environment.
• Provide analysis, insights and recommendations to business leaders and other partners to help drive operational decisions related to staffing levels.
• Lead and drive projects and assignments to completion, including project planning and estimates.
• Collect and analyze data to identify when metrics are drifting from target and recommend action plans to address issues.
• 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.
• Provide leadership and guidance to Capacity Planning Analysts reporting to you.
• Assess impact of initiatives/projects to capacity and workload.
• Ensure data is accurate, timely and that results meet the clients’ needs.
• Act as a subject matter expert or technical team lead on projects when required.
• Facilitate conversations between Operations and other Workforce Management teams.

What you need to succeed:

• Ability to effectively present complex data to a variety of audiences.
• Superior analytical skills with experience turning insights into action.
• Proven project management experience.
• Direct experience in building and managing relationships with multiple stakeholders.
• Ability to operate and succeed in an abstract and fast-paced environment.
• Communicate effectively with senior management and ensure that issues are raised and addressed in a timely manner.
• Champion and support creative solutions that focus on continuous improvement.
• Experience managing people and coordinating/prioritizing work across teams.
• Strong critical thinking and creative problem-solving skills.
• Ability to balance day-to-day responsibilities with long-term improvement initiatives.
• Understanding of Erlang-C and the biases/limitations of the model.
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team.

Preferred Skills:

• Experience building and maintaining forward-looking capacity plans including recommended hiring decisions and identification of skilling bottlenecks within a call center environment.
• Experience working in a call center.
• Experience working with BPOs.
• Experience with Workforce Management Software (IEX, Amazon Connect, Pega).

What’s in it for you:

• We’re honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• We’re proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work Canada.
• Wellness programs that support the three pillars of your health – mental, physical, and financial.
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office.

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [e-mail].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Salary Range: $80,000 - $128,000

Job Category: Advanced Analytics

Posting End Date: 16/10/2025