This critical leadership position will provide strategic oversight for all Capacity Planning & Workforce Management for The Hartford's Operations functions. This includes managing an organization of 6-8 Operational & Workforce Management Analyst. The ideal candidate will act as primary management interface with Operations leaders with regards to long term and short term variable staff modeling, operational analytics and strategic problem solving. Additionally, the incumbent will champion the development and management of staffing models used to optimize the operations workforce to enable customer and financial commitments. This talent will partner with Operations Senior Leadership Team and CFO on operating plan, budget, and outlook processes as it relates to variable staffing.
The primary accountabilities are:
Partner and influence key business partners, customers, operations leaders and finance to drive strategic outcomes.
Develop and maintain solid understanding of operational models and the businesses they support.
Translate strategic initiatives into modeling that provides executable and measurable outcomes with an emphasis on resource optimization and service level delivery.
Proactively participate in strategic planning conversations with regards to future operational staff needs and make recommendations based on analytical and historical data.
Lead operating plan/budget and outlook process with regards to development of variable staffing. Partner closely with Finance to translate financial impacts.
Partner with Operations Leaders, HR, Recruiting, and Learning to develop and execute on hiring needs, with consideration of financial, strategic, and tactical implications.
Accountable for general oversight of forecasting daily and interval level workload in order to efficiently and effectively meet customer demands.
Streamline and optimize analytical and forecasting processes through continuous improvement.
Strong financial and business acumen. Ability to leverage data to translate operational performance into financial implications and influence future strategies.
Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives.
Expertise in workforce management modeling within a highly complex business environment and/or contact center management modeling is beneficial.
Creates high performing culture. Sets expectations and holds team accountable. Motivates, builds respect and instills performance driven ethics.
Leads change. Embraces changes, keeps employees informed, and remains focused on business results. Partner across enterprise to build synergies and share best practices across the Workforce Planning team.
Self-starting, motivating and innovative. Ability to manage multiple priorities and aggressive timelines. Leverage creative thinking and natural curiosity to operational efficiencies.
Bachelor's degree required. Finance, Accounting, or Operations Preferred.
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age