Operations Specialist

Overview

Operations Specialist to join our Insurance Operations team at MBPS. Accountability for real-time (intra-day) management to optimize resources and achieve business objectives. Responsible for forecasting the impact of work volume demand, key projects, and activities on capacity across multiple Plan Design teams. Identifies and implements process improvements through data analytics.

Responsibilities

• Manage volumes and balance workload across sites to ensure optimal staffing levels
• Handle schedule adjustments, process/approve VL applications, swap requests, (as needed) and NPT allocation
• Communicate workload prioritization for the day and workload distribution strategy
• Monitor and report leave allocations to the scheduling team that may trigger changes in staffing plans and schedules
• Create accurate and timely reports reflecting Service Level performance such as SOD and EOD reports, TAT Monitoring, Queue Management, among others
• Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
• Create, manage, and deliver accurate long-term and short-term forecasts across multiple PDS teams and multiple levels by collecting historical information from various sources and groups, utilizing advanced statistical methods and workforce management software tools
• Drive the forecast process by engaging internal teams to identify variances and provide appropriate recommendations based on analysis
• Create reports and trend analyses based on insights from each segment unit
• Ensure effective staffing and scheduling and use diagnostic methods to create performance reports and use performance measurements for continuous improvement, including recommendations to improve scheduling efficiency and team member satisfaction
• Identify opportunities to improve processes that increase efficiency, such as improved work allocation, staff sharing, and reduced TAT
• Other tasks as assigned by the Business Unit, Operations Lead, or Operations Manager

Required Qualifications

• 2-3 years of experience in workforce management or operations, with a background in reporting
• Intermediate to advanced knowledge of Excel
• University degree in Finance or Business

Preferred Qualifications

• PowerBI knowledge is a plus
• Good interpersonal skills and communication with all levels of management
• Able to multitask, prioritize, and manage time efficiently
• Excellent leadership, team building, and management skills
• Excellent verbal and written communication skills
• Excellent presentation skills and comfortable running large classroom trainings
• Able to analyze problems and strategize for better solutions

What to Expect

• We'll empower you to learn and grow the career you want
• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words
• As part of our global team, we'll support you in shaping the future you want to see

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit the Manulife website: manulife.com/en/about/our-story.html

Equal Opportunity Employer

Manulife/John Hancock embraces diversity and strives to attract, develop and retain a workforce as diverse as the customers we serve, fostering an inclusive work environment. We are committed to fair recruitment, retention, advancement and compensation, without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and related conditions), sexual orientation, genetic characteristics, veteran status, gender identity or expression, age, marital status, family status, disability, or any other protected ground by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will assist applicants requesting a reasonable accommodation during the application process. To request an accommodation, contact recruitment@manulife.com

Working Arrangement

Hybrid

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