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- 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 is essential.
- Other info: Opportunity to work across various departments and lead impactful projects.
The predicted salary is between 43200 - 72000 £ 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 SLAs 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.
Workforce Planning Lead employer: Canada Life
Contact Detail:
Canada Life Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Planning Lead
✨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.
✨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.
✨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.
✨Tip Number 4
Demonstrate your passion for customer-centric approaches by researching Canada Life's values and customer service initiatives. Tailoring your conversation around their mission can help you connect better with the interviewers and show that you're a great fit for their culture.
We think you need these skills to ace Workforce Planning Lead
Some tips for your application 🫡
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 Communication Skills: Since excellent interpersonal and presentation skills are crucial for this role, consider including examples of how you've effectively communicated with various stakeholders or led presentations in previous positions.
Highlight Problem-Solving Abilities: Demonstrate your capability to identify root causes of problems using data. Provide examples of how you've used data-driven solutions to enhance efficiencies and improve service delivery in past roles.
How to prepare for a job interview at Canada Life
✨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.
✨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 any initiatives you've led that improved customer satisfaction or operational effectiveness, showcasing your passion for putting the customer first.
✨Demonstrate Analytical Skills
Prepare to talk about your proficiency in statistical analysis and data interpretation. Be ready to explain how you've used data to identify root causes of problems and implement solutions that enhance efficiencies, as this is crucial for the role.
✨Communicate Effectively Across Levels
Practice articulating your ideas clearly and confidently, especially when discussing complex topics. The ability to engage with senior leaders and communicate impactfully is essential, so consider rehearsing your presentation skills to ensure you can convey your insights effectively.
