wfm Supervisor - rtm & schedulingQBE Insurance

Primary Details Time Type: Full time
Worker Type: Employee
· Work collaboratively with stakeholders to drive and manage the Workforce Management framework and engagement model.
· Ensure the operations are equipped with consistent and integrated workforce management processes and tools to ensure demand is visible and decision making timely.
· Providing expert analysis, insights and recommendations using forward planning and capacity modelling.
· Liaise with Process Owner / National Manager for delivery and performance on areas of Improvement and co-develop strategic and tactical initiatives to continuously improve Short Tail Claims.
· Co-ordinate the response to CAT events, managing CAT codes, communication and recovery plan.
Primary Responsibilities:
1. Strategy and Planning
a. Alignment of the Workforce Management Strategy to operational business plan and goals
b. Identifies areas of efficiency and increased effectiveness to deliver continuous improvement to resource management
2. Policy, Process and Procedures
a. Maintain policies, processes and procedures relating to the Workforce Management framework to meet business needs
b. Work closely with the Workforce Planning Manager to foster a culture to ensure a focus on forward planning and capacity management
c. Develop and implement resource reporting metrics to support operational performance, governance and continuous improvement
3. Environmental Awareness/Customer Focus
a. Actively seeks input/feedback from key stakeholders, working groups and related business units.
b. Continuous education on Workforce Management practices and principles
c. Build effective relationships with key stakeholders to promote delivery of improvements
4. Technical Performance
a. Embed performance routines associated with the Workforce Management Framework
b. Develop and detail process changes as required around Business Continuity, CAT coding for reinsurance and flexible work arrangements as meets the business needs
c. Oversight of the delivery of forecasts and capacity plans, rolling monthly with a 12 to 24-month horizon
d. Effective Workforce planning response and management of CAT events
e. Provides internal stakeholders with the required technical expertise and support around workforce planning
f. Provides support to management to ensure that people, resources and processes are aligned with business needs and 'fit for purpose'
g. Provide leadership within the team, especially offshore WFM team to ensure the required standards of performance are achieved
Required Education: Bachelor's Degree or equivalent combination of education and work experience
Required Experience: 4 years relevant experience
Preferred Competencies/Skills:
1. Planning and Organizational skills
a. Attention to detail
b. Strong negotiation, analytical, commercial awareness and problem-solving skills
c. Ability to establish relationships quickly with strong stakeholder engagement and influencing skills
d. Outstanding communication skills
e. Ability to exercise expert judgment to complex or sensitive issues that may arise
f. Able to provide sound feedback and advice
Preferred Experience:
4 years' experience in Workforce Management
Demonstrated experience in providing sound analysis and recommendations specifically associated with workforce management processes and back office operations.
Preferred Knowledge:
Excellent knowledge of Workforce Management Practices and Processes
Advanced knowledge of Workforce Planning Software, ACD Software and hardware, CRM systems
Thorough understanding of the Short Tail Claims environment
An understanding of change management principles.
Sound understanding of core claims systems
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
QBE Insurance

Cebu
Permanent
Full-time