Head of Workforce Management

In this role, you will report to the Head of Finance Operations and Transformation, Group Benefits and lead the workforce management function that supports Group Benefits. You will serve as a trusted advisor and subject-matter expert for all workforce planning activities across Group Benefits, collaborating with business stakeholders to assess and prioritize hiring requirements to meet long-term goals and tactical service level agreements. You will partner with Finance and business stakeholders to develop strategic and operational workforce plans, including cost of labor and headcount forecasting and analysis. You will integrate the planning process across all business functions in Group Benefits and consistently assess existing workforce models and plans to ensure practical alignment with business objectives. This role will integrate across multiple teams within Group Benefits to drive optimization and execution of workforce management modeling and best practices.

You Will

• Responsible for aligning strategic and tactical planning to enable the business to continuously deliver targeted service levels and processing turn-around times.

• Assess current workforce management models, analyzing opportunities to optimize workforce management models and assumptions, in partnership with business stakeholders.

• Develop WFM models based on workload forecasts to inform capacity planning and hiring needs to deliver targeted business results.

• Proactively identify, analyze, and respond to operational process changes, excess capacity, defects in workforce models and forecasts to address points of exposure, improve coverage, and avoid diminished service levels.

• Define tolerable margins of error for forecast accuracy and conduct post-mortem analysis to calibrate and refine operating results against targets.

• Drive consistent best practices for scheduling, adherence, and real-time management.

• Facilitate reporting and analytics function to identify trends in engagement, performance, shrinkage, occupancy, etc. to manage resource allocation and maintain appropriate staffing levels across service channels and product lines.

• Ensure timely, accurate and actionable information is communicated to senior operations leaders and key stakeholders to increase operating efficiencies and reduce overall operating costs.

• Provide assessments of workforce and staffing trends with insights regarding the impact of strategic business decisions on the workforce.

• Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.

• Provides a consultative approach with business stakeholders to provide insights that will drive decisions on actions for hiring and productivity.

• Implements workforce management best practices, aligned to industry standards to ensure workforce management models are optimized.

• Manages the maintenance and distribution of reliable and accurate reporting data as requested daily, weekly and on a monthly basis.

You Have

• 10+ years' experience in the WFM field, including forecasting, scheduling, reporting, and real-time management.

• Current knowledge of workforce management modeling best practices, centers of excellence, and associated KPIs

• Robust experience with Telephony and WFM systems and tools, such as Avaya, Verint, Genesys, and/or accompanying or stand-alone platforms for intra-day management, forecasting, reporting, etc.

• Expertise with WFM metrics and service levers, including: ASA, AHT, agent performance, intra-day scheduling.

• A data-driven, proactive mindset toward transformational process improvement.

• Ability to translate and convey complex statistical data into easy to understand, actionable recommendations.

• Able to lead change, drive performance, and reduce operational defects.

• Ability to set and manage priorities with proven results.

• Experience communicating effectively to drive change.

• Strong communication skills with the ability to build effective relationships, influence others and work effectively in a matrixed organization

Education

• Bachelor's degree

Location

• Primary location is NY - Hudson Yards office, but can also be located in Bethlehem, PA or Holmdel, NJ, Boston, MA or any of our regional offices.

Salary Range

$126,970.00 - $208,600.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you'll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian's Purpose - to inspire well-being - we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.

Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

• Dental plan

• Vision plan

• Health care accounts - flexible spending, health reimbursement, and health savings accounts

• Critical illness insurance

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage

• Accident insurance

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

• Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)

• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

• Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health

• Wellness programs, including fitness program and equipment reimbursement

• Child, adult, and elder back-up care support through Bright Horizons

• Adoption assistance

• College planning

• Tuition reimbursement

• Student loan assistance

• Commuter benefits in select metropolitan areas

Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact ~~~ .

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being - mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at ~~~ .