Manager, Workforce Management (Capacity Planning)

Sun Life Financial; Waterloo; Hybrid; CAD 78,000 - 128,000; Full time

Job summary

Join a leading financial company as a Manager in Workforce Management, overseeing capacity planning and process optimization. You will leverage your analytical skills and leadership experience to drive operational decisions, manage a team, and ensure success across multiple projects. Enjoy a flexible work environment and the chance to make a significant impact on client services.

Benefits

Wellness programs supporting mental, physical, and financial health.

Opportunities for career growth and networking.

Flexible work options, including hybrid arrangements.

Qualifications

• More than 5 years of practical experience in stakeholder management and process optimization.
• Experience managing people and coordinating work across teams.
• Understanding of Erlang-C and its biases/limitations.

Responsibilities

• Lead implementation and maintenance of resource plans.
• Mentor capacity planning analysts and optimize planning processes.
• Deliver data-driven recommendations and manage stakeholder relationships.

Skills

Analytical skills

Presentation skills

Project management

Stakeholder management

Critical thinking

Creative problem-solving

Communication

Tools

Workforce Management Software

Job description

Manager, Workforce Management (Capacity Planning)

Apply locations: Waterloo, Ontario; Toronto, Ontario; Montreal, Quebec

Type: Full time

Posted on: Posted 2 Days Ago

Job requisition id: JR00111767

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/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 on 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 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.
• Bilingualism (French, English, both oral and written) is required for Quebec only, due to frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

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:

• Recognition as a 2024 Best Workplace in Ontario by Great Place to Work Canada.
• Certification from Excellence Canada with the Canada Order of Excellence for Mental Health at Work.
• Recognition as a 2023 Most Trusted Executive team by Great Place to Work Canada.
• Wellness programs supporting mental, physical, and financial health.
• Opportunities for career growth and networking.
• Flexible work options, including hybrid work arrangements.

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.

The salary range is from $78,000 to $128,000, depending on location and other factors. In addition to base salary, employees may participate in incentive plans based on individual and company performance.

Diversity and inclusion are core at Sun Life. We welcome applications from all backgrounds. Persons with disabilities needing accommodation can email [e-mail].

We support flexible work environments and discuss options during the hiring process.

We thank all applicants. Only those selected for an interview will be contacted.