Job Description

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

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Position Summary

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Are you someone who is passionate about data, with superior analytical skills?

We are looking for someone to work with operational partners help them optimize how work gets allocated and assigned to their people. In this role, you will use actual and projected work volumes, skill matrices, and staffing data to schedule time and allocate work to different roles. You will be in frequent contact with leaders, working with them to react to changes in staff or work, update the plans and optimize the work based on several business constraints. You will use data to perform analysis and provide recommendations on potential solutions. Your work will drive operational decision-making about intraday staffing levels. The role requires creative problem-solving, teamwork, excellent communication and presentation skills, a willingness to try new techniques, and the ability to react quickly to changing circumstances.

What Will You Do?

• Create, maintain and update daily plans to assign work to staff, and provide analysis on how actual work is tracking to those plans
• Develop algorithms to optimally assign available staff to daily work, working to minimize bottlenecks and get the right work to the right people
• Host intraday touchpoints to discuss variance from plan and available contingencies
• Adjust the plan as needed throughout the day
• Interact with technology teams to help automate assignment algorithms in our systems
• Work with the broader Workforce Management team and Operations to account for vacations, absences, project impacts, training, and other factors that could impact staffing levels or required effort
• Measure, assess and communicate variation from plan, including analysis of the cause and impact to KPIs of those differences
• Help to balance allocation of available staff across different types of work
• Work with forecasters and planners to refine plans and ensure continuity of resourcing
• Look for ways to innovate and improve processes in a Continuous Improvement environment

Knowledge, Experience and Skills

• Minimum of Bachelor degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience
• Knowledge of linear optimization and experience formulating and programming linear optimization models
• Knowledge of queuing theory concepts
• Experience automating processes
• Experience creating dashboards or visualizations using data visualization software
• Strong knowledge of SQL ( including the ability to create and schedule stored procedures)
• Strong consulting and relationship management skills including the ability to listen and question to understand the business problem, gather data and requirements, analyse, provide insight and advice
• Strong time management skills, ability to manage multiple priorities, and the ability to navigate changing priorities
• Strong critical thinking & creative problem solving
• Demonstrated experience working with data, including transformation, manipulation, forecasting, and statistical modeling
• Demonstrated success working collaboratively within a team to produce results
• Ability to effectively present complex data to a variety of audiences to help with decision-making
• Ability to build partnerships, work collaboratively, and develop relationships with a variety of stakeholders

Assets

• Experience working in a production environment with tight deadlines
• Experience or knowledge of simulation modelling techniques
• Experience visualizing data with Tableau
• Experience with R/Python or other advanced analytics tools
• Experience with Workforce Management Software (IEX, Genesys, Pega)
• Experience applying queueing theory to business problems
• Experience solving optimization problems
• . Bilingualism (French, English) required- support tasks for an English-speaking team outside Quebec

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range: 51,100/51 100 - 82,800/82 800

Job Category: Business Analysis - Process

Posting End Date: 27/10/2022