Workforce Forecasting and Capacity Planning Analyst

The WFM Team is a dynamic group of individuals dedicated to providing excellent service to the businesses they support. The Workforce Forecasting and Capacity Planning Analyst is responsible for creating and maintaining a rolling short-term and long-term forecasts and capacity plans that is highly accurate, fair and meet the business requirements.

This position is responsible for gathering, validating, and analyzing data related to staff planning from a variety of sources to develop long term capacity plans for work areas. Also responsible for identifying and driving best practices; developing recommendations and evaluating the impact of the implementation of innovative solutions. This job description does not represent a comprehensive listing of job duties that are required of the employee performing this role. We reserve the right to change duties or assign additional duties at any time with or without notice.

Individual Responsibilities:

• Maintain and continue to refine the capacity plans for assigned work areas. These capacity plans are the central point where all initiatives impacting the groups are modelled, measured, new strategies are built, and a long-term staffing strategy is determined.

• Lead Resource Planning meetings with senior management, presenting data and making recommendations, ensuring staffing levels are optimized to meet department goals and service levels while closely managing unit costs

• Support achievement of service level agreements for the work areas

• Oversee the scheduling process, intraday management and coordinate all reporting related to workforce management

• Responsible for the coordination and development of all Key Performance Indicator reporting (Dashboards) across the work areas

• Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning, staffing efficiencies, schedule forecasting, and reporting

• Monitor forecasting effectiveness and accuracy at all levels

• Collaborate with the management team and other internal departments to identify areas of opportunity and develop new strategies or initiatives

• Remain abreast of new technologies to ensure continuous improvement in efficiency, etc.

Job Requirements:

• Excellent influencing and interpersonal skills with the ability to develop and deliver presentations to senior audiences and key stakeholders

• Demonstrated ability to take initiative, establish priorities, and generate original ideas and to be flexible in the face of shifting demands and challenging situations

• Collaborative leadership style to negotiate and develop “win-win” solutions for stakeholders with competing priorities

• Strong organizational skills with attention to detail and ability to manage changing priorities and meet deadlines

• Demonstrated leadership and managerial excellence including hiring, performance management and employee development

• Excellent time management and organizational skills

• Strong business process modeling background

• Ability to make complex decisions independently

• Advanced knowledge of Microsoft Office suite

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit [https://www.manulife.com/en/about/our-story.html>.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid