director, workforce ManagementManulife - Agnes Yung

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.Job DescriptionThe WF Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations. Job Description 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. The Director is responsible for mentoring, training, evaluating, and developing a team of Workforce Managers. Role and Responsibilities Design workforce management process, practice and methodologies to ensure that critical business needs are met and/or exceeded. Develop and implement Demand Forecasting processes, design Capacity Plans with different levels of granularity and considers multiple factors impacting resource availability/productivity. Oversee day-to-day WFM implementation including helping the leads set realistic and measurable staffing and scheduling goals, develop appropriate responses to changes in supply and demand, monitor progress towards goals to ensure client expectations and requirements are met and ensure workforce procedures are followed. Provide a central view to the workforce pools and manage bench Participate in the annual budgetary exercises from a Demand and Supply Planning standpoint and creating what if scenarios Lead, train and mentor, support, motivate and retain a team of high performing WFM Analysts who are responsible for supporting the functional leaders to achieve business objectives. Define metrics for success, set clear daily staffing and scheduling priorities, and drive the team to meet goals. Own and manage various initiatives for increasing Resource Utilization through Seat Management, Productivity Management across business by working with various stakeholders Support transition and change management initiatives from a WFM standpoint for sizing, quantify process optimization opportunities and other WFM levers Collaborate with Global Operations team to define and implement workforce management framework and technology solutions that is scalable and can stand-up as a service. Partner with different teams within the company to maintain the procedures for hiring, business continuity plan, headcount management and transformation initiatives. Qualifications Minimum Skills Requirement to Hire: The candidate Bachelor s Degree in any course with preference for applicants with experience in WFM. Experience 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. Soft skills Execution-oriented with strong focus to deliver targeted outcomes Demonstrated ability to create a compelling vision for the future and inspire commitment Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines. Strong interpersonal skills and ability to work effectively across cultures. Excellent written and oral communication, interpersonal skills and executive presence Translates functional and business unit priorities into clear execution strategies and action plans Excellent people leadership ability with passion for driving teams towards high performance Assesses possible solutions using deep process and technical experience and uses judgement in handling escalated exceptions. Strong integration and multitasking skills, able to join people, process and systems. Flexible on shift to meet business deadlines. Applies industry best practices within daily work and continues to participate in professional development by reading publications, networking and participating in professional organizations. Good understanding of business drivers and the financial implications of demand, capacity, utilization and forecasting Proactive with strong problem solving and analytical skills. Experience in executing complex, multi-year programs with multiple variables and senior stakeholders, preferably with exposure to global operations and/or financial services Tools/Technical/Process Specific Knowledge or Skills Ability to design, develop and promote strategic workforce management solutions to support the global initiatives. Prior experience in using various WFM tools and technology Demonstrated ability to train all workforce concepts to stakeholders of varying experience and ability. Excellent project and change management skills. Intermediate/Expert level knowledge of workforce management software. Proficient in business communication and presentation skills. Ability to 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. Demonstrated ability to coach to results and improve performance and behavior of people he/she works with Critical thinking skills in formulating hypotheses and interpreting results based on available information Demonstrated ability to synthe quantitative data into easy to understand and actionable recommendations This Job Description is intended to describe the general nature and level of the work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required for this role. If you are ready to unleash your potential, it s time to start your career with Manulife/John Hancock. About Manulife Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Canada, Asia, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2019, we had more than 35,000 employees, over 98,000 agents, and thousands of distribution partners, serving almost 30 million customers. As of March 31, 2020, we had $1.2 trillion (US$0.8 trillion) in assets under management and administration, and in the previous 12 months we made $30.4 billion in payments to our customers. Our principal operations are in Asia, Canada and the United States where we have served customers for more than 155 years. We trade as 'MFC' on the Toronto, New York, and the Philippine stock exchanges and under '945' in Hong Kong. Manulife is an equal opportunity employer. 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 and advancement and we administer all of our practices and programs based on qualification and performance and without discrimination on any protected ground. It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will consult with applicants contacted to participate at any stage of the recruitment process who request any accommodation. Information received regarding the accommodation needs of applicants will be addressed confidentially.
Monster

Philippines
Permanent
Full-time