Manager, Workforce Optimization

Definity Financial Corporation; Dartmouth; On-site; CAD 74,000 - 137,000; Full time

Job summary

An established industry player is seeking a Manager for Workforce Planning & Optimization. This pivotal role involves designing and refining capacity models to enhance productivity across National Claims operations. The ideal candidate will possess exceptional analytical skills, a strong background in operational modeling, and the ability to lead a team effectively. You will be responsible for maintaining demand and supply forecasts while identifying operational risks and opportunities. If you are adaptable, resourceful, and eager to make a significant impact in a dynamic environment, this opportunity is tailored for you.

Qualifications

• 3+ years in modeling operational environments.
• Exceptional analytical skills to model complex systems.

Responsibilities

• Design and maintain capacity models for National Claims operations.
• Lead a team of Capacity Analysts and Claims Assignment Coordinators.

Skills

Analytical Skills

Communication Skills

Leadership Skills

Problem-Solving

Adaptability

Education

Bachelor’s degree in Mathematics, Economics or equivalent

Tools

Microsoft Excel

Microsoft PowerPoint

SQL

Tableau

Job description

AMAZING ANALYTICAL SKILLS IN ACTION

You have amazing analytical skills and love to model real-world, complex operations in order to support optimal decision-making at various levels of management. You are curious, learn quickly, work fast, are adaptable and resourceful, but always rigorous and reliable.

If that is you, the Manager, Workforce Planning & Optimization role may be right for you.

As part of the Workforce Optimization Team, this role is responsible for the design, refinement and maintenance of capacity models spanning most of our National Claims operations, aiming to align work volumes, staffing levels, hiring/training plans, special projects and expense targets. It plays a critical role in measuring and improving productivity across all of our lines of business.

What can you expect in this role?

1. Design, enhance and maintain capacity models based on a thorough understanding of key drivers (volumes, productivity, turnover, training, offline activities, etc.)
2. Maintain demand & supply forecasts in support of claims and contact centre activities at several levels of granularity with respect to time horizon (monthly, weekly, daily, hourly), work types (auto claims, property claims, etc.), complexity and language (English, French)
3. Respond to requests for further analysis in support of special project or initiatives sponsored by leaders at multiple levels (Manager, Director, VP)
4. Identify and highlight both short-term and long-term operational risks and opportunities at all levels of management
5. Lead and develop the skills and competencies of a small team of Capacity Analysts and Claims Assignment Coordinators
6. Provide guidance and act as consultant on projects and service delivery initiatives where capacity planning knowledge and skills are required

What do you bring to the role?

1. Exceptional analytical skills, i.e. ability to logically model an operational system into its key components and their relationships
2. Minimum of 3 years in modeling operational environments
3. Excellent communication skills, an ability to clearly share the key elements of a complex system
4. Intermediate/advanced skills with Microsoft Excel
5. Adaptable, resourceful, able to respond quickly and find solutions to complex problems
6. Leadership skills, particularly the ability to develop the skills & competencies of a small team of direct reports through active coaching and mentoring
7. Intermediate/advanced skills with Microsoft PowerPoint
8. Bachelor’s degree in a related discipline (Mathematics, Economics or equivalent)
9. Experience in the Property & Casualty insurance industry would be an asset
10. Experience using SQL queries and Tableau would be an asset

Salary range is $74,100 - $136,500