Director, Workforce Management

Job Description:

About the role

Reporting to the AVP, Operational Business Intelligence, the Director, Workforce Management works as a trusted partner with leaders across Canadian Operations with the goal of ensuring they have the right people and skills in the right place at the right time, for the right cost.

This role oversees a data-driven process of planning for and managing resources, providing services ranging from long-term forecasts of work and effort through scheduling and intraday assignment of work to optimize productivity and ensure service levels are optimized across all channels.

Under this role’s leadership, the Workforce Management team partners closely with many stakeholders, including talent acquisition, finance and operational leaders, to ensure a seamless cycle of resource management. The outputs of the team are data, insights, and recommendations that allow for Operations leaders to make optimized decisions related to staffing and to improve their outcomes through improved utilization of their capacity.

This role is also responsible for advancing the practice of Workforce Management in Canadian Operations and expanding services into teams in need of support. The role requires in-depth industry knowledge and subject matter expertise, exceptional leadership skills, creative problem-solving ability, excellent communication and organizational skills, and the ability to manage several diverse projects and priorities concurrently.

What you will be doing:

• Lead a large multidisciplinary team supporting all key workforce management functions across multiple supported business partners
• Facilitate regular meetings to drive decision-making about resource requirements and staffing assumptions.
• Provide updates and presentations to senior leadership on workforce performance and strategic recommendations.
• Develop and maintain effective relationships with Operations leaders and provide consulting on matters related to workforce management. Respond to ad hoc requests and inquiries as required.
• Build, mentor, and develop a resilient and engaged team that values creativity, continuous learning, accountability, and high performance.
• Provide insights that allow for evidence-based management of capacity to ensure optimal staffing levels and resource allocation
• Design and manage performance metrics and KPIs to measure workforce efficiency and productivity.
• Proactively analyze workforce data and trends to identify opportunities and potential areas for improvement and increased cost-effectiveness.
• Research, develop and implement industry-standard comprehensive workforce management strategies aligned with organizational goals and objectives.
• Support recovery efforts when a business continuity event occurs.

What you need to succeed:

• Workforce Management: Passion for enabling Service Excellence through leading-edge demand forecasting and resource optimization
• Effective Problem Solver: Effectively applies methodology and tools to understand, analyze and create solutions to complex business problems
• Relationship management: Outstanding ability to foster relationships with leaders across multiple business units
• Superior influencer: Demonstrated ability to make recommendations and influence business decisions
• Excellent communication, change management and presentation skills, excelling at presenting information to executive level program sponsors and storytelling with data
• Strong facilitation, negotiation and issue resolution skills
• Bilingualism (French, English, both oral and written) required for Quebec only
• Understanding of operations management practices and priorities
• 7+ years of experience leading Workforce Management teams, including experience with Client Contact Centers or Insurance Operations
• Proven track record of implementing successful workforce management strategies and initiatives.

Unique Requirement: Must obtain a Government of Canada Reliability Status security clearance through Sun Life.

What’s in it for you?

• Being a member of the Sun Life family, united by the Purpose to help Clients and Employees achieve financial security and live healthier lives.
• A caring, supportive, and inclusive culture.
• Pension Plan participation starts immediately, with automatic and matching contributions.
• Stock Ownership Program with a company match.
• Flexible Benefits from the day you join.

The Base Pay range is for the primary location for which the job is posted, varying depending on location or other factors. Eligible employees participate in incentive plans based on individual and company performance. Certain roles have sales incentive plans based on sales results.

Diversity and inclusion are core values at Sun Life. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities needing accommodation in the application process may e-mail a request to [email protected].

We strive to create a flexible work environment with several options available during the selection process depending on the role requirements and individual needs.

Salary Range: 105,000 - 180,000