workflow Analyst leadThe Manufacturers Life Insurance Co (Phils) Inc( Manulife Philippines )

Job Description
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.
Working Arrangement
Hybrid
Job Description
Primary Workload:
Act as the Functional Domain Knowledge expert for all non-CSC Teams to support key areas for improvement and delivery of RTA Services.
Ensure that Interval Plan provided by the Scheduling Team are followed and provide necessary adjustments on a real-time basis based on reports provided by RTAs.
Perform data analysis, provide insights and recommendation for teams under Service rehabilitation program.
Influence scheduling team in providing action plans for forecasted capacity risks and communicate game plan with RTAs.
Enrich resource sharing across all functions with related processes to optimize capacity and find ways on how we can efficiently allocate resources based on their current skills.
Other Responsibilities:
Ensure effective staffing and scheduling and use diagnostic methods to create performance reports and use performance measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
Assist Scheduling team in conducting Periodic Internal Audit of Capacity Models, Record and Data Management Investigate and communicate status of WFO Data quality, data cleansing and consistency issues and deliver findings to WFL.
Assist RTAs in identifying performance gaps and provide recommendations for value-added services and business process improvements
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 approach 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.
What we are looking for
Must have at least 2 years experience building and analyzing models using various statistical tools for forecasting and optimization
Experience with Workforce Optimization/Management is required
Advanced skills in Microsoft Excel and PowerPoint is required
Experience in Data Analytics and Data Visualization is preferred
Certification in Six Sigma is preferred
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
Excellent speaking-listening-writing skills, attention to details, pro active self-starter.
What can we offer you
A competitive salary and benefits packages.
A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
A focus on growing your career path with us.
Flexible work policies and strong work-life balance.
Professional development and leadership opportunities.
Our commitment to you
Values-first culture
We lead with our Values every day and bring them to life together.
Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
Continuous innovation
We invite you to help redefine the future of financial services.
Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
About Manulife and John Hancock
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 Asia, Canada, 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 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). 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