Workforce Management Analyst - Short Term Disability Centre of Excellence

As a Workforce Management Analyst, you will play a key role in providing accurate forecasting and workforce analysis to Group Life and Disability’s Short Term Disability Centre of Excellence (STD COE). In this role, you will be responsible for helping to drive exceptional service and outcomes for our customers by monitoring real-time data to support accurate FTE requirements based on claim volumes across our national operation. 

The successful candidate will be highly motivated, collaborative, influential and a passionate professional who is committed to building solid relationships while delivering on initiatives. The STD COE Workforce Management Analyst will work in tandem with a larger team, provide analysis while ensuring recommendations are aligned with the Disability strategy.  The analyst will be required to handle complex inquiries and provide analysis with an eye on ensuring accurate forecasting to maintain resourcing requirements.

Position Responsibilities:

• Leveraging a workforce management tool to create accurate short- and long-term forecasts based on historical data, seasonal events, projects, business trends and any other factors influencing incidence across all Group Disability product lines.
• Accurately define workforce needs for specialized requests for new and existing clients.
• Monitor and work with operational leaders to manage volumes and unexpected gaps to ensure Service Level Agreements (SLAs) are met; maintain the right headcount and calculate capacity.
• Proactively ensure capacity across the system is leveraged through optimized workflow recommendations to drive continuous improvement and outcomes.
• Meet regularly with operational leadership to discuss forecasting, highlighting opportunities and discuss strategies to increase efficiency and improve customer service and outcomes.
• Create strong feedback loops with your service delivery partners, and work with teams to evolve the workforce management needs of group disability.
• Collaborate with Analytics and Reporting team to evolve our best-in-class workforce management tools.
• Serve as the primary point of contact and subject matter expert on workforce management policies.

Required Qualifications:

• Knowledge and technical understanding of workforce management and resource optimization principles, concepts, and practices.
• Excellent relationship building and interpersonal skills with a focus on high level of professionalism and customer service.
• Strong working knowledge of MS Excel, Office, Tableau, and Power BI.
• Ability to learn quickly and adapt to changing demands.
• Ability to develop and maintain positive and collaborative relationships.
• Relentless enthusiasm for our work.
• Superior attention to detail, analytical, and problem-solving skills.
• Flexibility to handle multiple priorities.
• Self-motivated and able to work effectively under minimal supervision.
• Solutions focused with an ability to motivate and positively influence others.
• Thrives in a dynamic team environment.

 Preferred Qualifications:

• Short-Term Disability experience, including a thorough understanding of their business operations and processes.
• Bachelor’s degree in a healthcare field, data analytics and/or workforce management experience.

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 https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. 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, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact recruitment@manulife.com for more information about U.S.-specific paid time off provisions.