At a Glance
- Tasks: Lead workforce planning to ensure the right people are in the right roles at the right time.
- Company: Join a dynamic team at Canada Life, focused on enhancing customer experiences.
- Benefits: Enjoy hybrid working options and a collaborative work culture.
- Why this job: Be part of a customer-centric culture that values innovation and operational excellence.
- Qualifications: Experience in workforce planning and a passion for customer service are essential.
- Other info: Opportunity to work across various departments and influence company-wide improvements.
The predicted salary is between 43200 - 72000 Β£ per year.
Location: London, Potters Bar, Bristol or Isle of Man (Hybrid working options available)
To support end-to-end delivery and management of Workforce Planning across various departments that will enable the business to deliver the right people, in the right places, at the right time, with the right skills and knowledge, and at the right cost to accelerate our customer experience, deliver our SLAβs for our Stakeholders and our Customers.
Duties/Responsibilities
- Lead the design and delivery of the Workforce Planning (WFP) process and tool across CS.
- Work closely with technical and functional stakeholders within the Sales, Technology (SP), People Experience team to ensure we have a forecasting model that delivers against projected business across all product lines.
- Develop and educate our Operational Leaders on the Work Force Planning framework (leveraging the continuous improvement method, aligned to our strategy) that allows us to assess our capability, understand operational gaps preventing us from delivering our service against SLA metrics.
- Lead cross-functional projects to deliver improvements where applicable.
- Champion the customer throughout our organisation, working with peers to embed a customer centric culture, particularly through operational effectiveness and opportunities to deliver excellence through service metrics.
- Work collaboratively with other business units and departments to ensure we deliver a consistent experience for Canada Life customers.
- Build and maintain effective working relationships with colleagues at all levels throughout the company and with external partners as appropriate.
Skills, Knowledge and Experience
- Experience in workforce planning and/or workforce modelling.
- Passionate about putting the customer first, and a keen desire to champion this in their role.
- In-depth knowledge of a customer experience environment.
- Excellent numeracy and a robust understanding of statistical analysis.
- Understanding of customer research methodologies.
- Capable of identifying the root cause of problems by using data to find solutions to improve efficiencies and improved operational metrics across CS.
- Delivery focused, with high energy and drive and ability to deliver through others.
- Excellent interpersonal and presentation skills, including the ability to communicate effectively across all levels of the business and with customers.
- Can communicate with impact and engage teams in gaining a deeper customer experience understanding.
- Can present to and get buy-in from senior leaders.
- Able to balance and delegate multiple tasks and initiatives within strict deadlines.
- Ability to evolve with the evolution of the role and business.
Contact Detail:
Canada Life Recruiting Team
StudySmarter Expert Advice π€«
We think this is how you could land Workforce Planning Lead
β¨Tip Number 1
Familiarise yourself with the latest trends in workforce planning and modelling. Understanding the tools and methodologies currently in use will not only help you during interviews but also demonstrate your commitment to staying updated in this field.
β¨Tip Number 2
Network with professionals in the workforce planning space, especially those who have experience in customer experience environments. Engaging with industry peers can provide insights into best practices and may even lead to referrals.
β¨Tip Number 3
Prepare to discuss specific examples of how you've used data to identify operational gaps and improve efficiencies. Being able to articulate your past experiences will showcase your problem-solving skills and your ability to deliver results.
β¨Tip Number 4
Demonstrate your passion for customer-centric approaches by researching Canada Life's values and customer service initiatives. Tailoring your conversations around their mission will show that you're aligned with their goals and ready to champion the customer experience.
We think you need these skills to ace Workforce Planning Lead
Some tips for your application π«‘
Tailor Your CV: Make sure your CV highlights relevant experience in workforce planning and customer experience. Use specific examples that demonstrate your ability to lead projects and improve operational metrics.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer-centric roles and how your skills align with the responsibilities outlined in the job description. Mention your experience with statistical analysis and workforce modelling.
Showcase Your Interpersonal Skills: Emphasise your excellent communication and presentation skills. Provide examples of how you've successfully engaged teams or presented to senior leaders in previous roles.
Highlight Continuous Improvement Experience: Discuss any experience you have with continuous improvement methodologies. Explain how you've applied these methods to assess capabilities and address operational gaps in past positions.
How to prepare for a job interview at Canada Life
β¨Showcase Your Workforce Planning Experience
Be prepared to discuss your previous experience in workforce planning and modelling. Highlight specific projects where you successfully implemented forecasting models or improved operational metrics, as this will demonstrate your capability to lead the design and delivery of the WFP process.
β¨Emphasise Customer-Centric Mindset
Since the role requires a strong focus on customer experience, share examples of how you've championed customer needs in past roles. Discuss how youβve worked collaboratively with teams to embed a customer-centric culture and improve service delivery.
β¨Demonstrate Analytical Skills
Prepare to showcase your numeracy and statistical analysis skills. Be ready to explain how you've used data to identify root causes of problems and develop solutions that enhance operational efficiency. This will be crucial for the role's responsibilities.
β¨Communicate Effectively
Practice your presentation skills, as you'll need to communicate with impact across various levels of the business. Think of ways to engage your audience and gain buy-in from senior leaders, as this will be essential for leading cross-functional projects.