Workforce Management, Capacity Planner

at  Manulife

We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

THE OPPORTUNITY

We are looking for an experienced Capacity Planner to join the Retirement Operations Reporting & Insights team. As the successful candidate, you will be responsible for long-term planning, staffing models, and recommendations to maintain a focus on business performance and requirements, ensuring our operations are staffed optimally.

• Create long-term forecasts (18 months) based on units of work, trends, and business scenario information.
• Work with cross-functional teams to incorporate forward-looking data (Sales, Strategy, Operations, Marketing) for accurate forecasts.
• Develop and model staffing strategies to create hiring plans and ensure SLA outcomes are met.
• Monitor performance to quantify impact or illustrate emerging trends related to workload, shrinkage, attrition, and units of work.
• Lead capacity planning meetings with senior management, presenting data and making recommendations to optimize staffing levels and manage unit costs.
• Produce a robust capacity plan incorporating multiple disciplines in measuring work effort, including back-office measures.
• Maintain historical data for trend analysis to inform strategic management decisions.
• Evaluate and determine high-risk changes with data received.
• Take ownership of the capacity plans for each function
• Identify trends and risks of inputted data and escalate quickly to ensure timely resolution.Guide business and stakeholders on FTE planning and budget impacts.