Director, Workforce Management
The WFM Director is accountable for the overall design, implementation and delivery of the WFM practice of Manulife Global Business Services to support and enable strategic business priorities.
The role will work closely with the Senior Leadership Team, functional tower leaders, partner service providers and onshore business unit partners, to promote and implement the practice.
This role also provides leadership and expertise in all aspects WFM including strategic workforce planning at the business level to the process level including forecasting, capacity planning, scheduling, real-time management, reporting and analytics, and change management.
What motivates you?
You obsess about customers, listen, engage and act for their benefit
You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes
You thrive in teams, and enjoy getting things done together
You take ownership and build solutions, focusing on what matters
You do what is right, work with integrity and speak up
You share your humanity, helping us build a diverse and inclusive work environment for everyone
We are looking for someone with :
10+ years of experience with a solid understanding of workforce management concepts in Customer Care / Contact Centre and Back-office environment.
5+ years of experience in running a Workforce Management program in a complex global organization
5+ years of leadership experience within Operations teams or senior management position
Certifications in operations, quality, process management (e.g. COPC, Lean Six Sigma, LOMA) desired but not required.
Nice to Haves :
Prior experience in using various WFM tools and technology
Excellent project and change management skills.
Intermediate / Expert level knowledge of workforce management software.
On the job you will :
Design, develop and promote strategic workforce management solutions to support the global initiatives.
Train all workforce concepts to stakeholders of varying experience and ability.
Demonstrate and articulate understanding of key workforce management concepts as related to demand forecasting, headcount capacity planning, scheduling, real time monitoring, skilling, and performance improvement.
Coach people to improve performance and behavior
Synthesize quantitative data into easy to understand and actionable recommendations
Our commitment to you
Our mission; to be a part of making Decisions Easier and Lives Better
A leadership team dedicated to your growth and success
A bold ambition and set of goals to be a leader in driving transformation in our industry
Our best. Every day.