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    Senior Manager, Workforce Management - Toronto, Canada - RBC - Royal Bank

    RBC - Royal Bank
    RBC - Royal Bank Toronto, Canada

    Found in: beBee S2 CA - 2 weeks ago

    RBC - Royal Bank background
    Full time
    Description

    Job Summary

    Job Description

    What is the Opportunity?
    As the Senior Manager of Workforce Management on the HR Operations team, you will play a key role in optimizing operational efficiency and resource allocation. In this new position you will be responsible for implementing strategies to ensure the right number of employees are in the right place at the right time, providing quality end to end HR Operations service delivery for RBC employees. You will lead the delivery of forecasting and planning analytics, insights and reporting to effectively plan the right capacity (number and types of roles) to meet forecasted incoming volumes and workload on a continuous basis.

    This role will also seek to improve service levels, increase performance and streamline work in alignment with HR strategic goals. Working closely with Leadership and other key stakeholders, this role will forecast and plan resources accordingly, using strategic analysis to align staffing with business demand, considering annual peaks in demand, volumes and service level targets.

    What will you do?

    • Workforce planning - develop and execute strategies to align to staffing needs and demand, using data analysis to assess volumes, performance and peaks in demand throughout the year
    • Productivity planning - utilize performance metrics to drive productivity and identify opportunities for improvement on a month over month basis
    • Forecasting Analysis - utilize historical data, statistical models and business volume trends to create accurate workforce management, creating accurate staffing allocations to meet service level agreements (SLAs). Perform monthly activities necessary to update capacity requirements, including FTE reconciliation with finance and noting attrition etc.
    • Optimize staffing allocations - assess opportunities for operational efficiencies based on workforce management analysis, prepare and present information to senior leadership for optimal solutions addressing all staffing demand to meet SLAs while assessing opportunities for streamlining and cost savings
    • Performance Metrics - Monitor and develop key performance indicators (KPIs) related to workforce management, including measuring volumes month over month, capturing trends, ensuring operations is meeting expected service levels. Assessing average handle times and building a deep understanding of operational processes and forecast accuracy
    • Improving Service Levels - using statistical analysis, assess opportunity to decrease handle time and improve service levels
    • Collaborate - work closely with other departments such as HR Finance, HR PMO and other stakeholders to ensure alignment of workforce management, HR approved plans/forecasts and organizational goals
    • Story telling and scorecard building - use operations workflow expertise, strong communications and data management transpose this into an easily consumable story for senior leadership and peers to understand activity flow, demand and performance

    What do you need to succeed?

    Must-have:

    • 3+ years' experience in workforce management with a proven track record of leadership and strategic planning
    • Experience using data and metrics to determine and drive opportunities for improvement as well as telling a story
    • Strong analytical and data-driven decision making skills
    • Proficient in Excel, including building dashboards and excel modelling
    • Project Management experience and demonstrated ability to effectively manage a project plan from start to finish
    • Experience Financial Management, reporting on actuals against forecast, ensuring the right controls are in place, budget management and gap analysis
    • Excellent communication and presentation skills
    • Proficient in using power point, preparing executive level summary report

    What's in it for you?

    We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual. Whether it's developing new skills, opportunities to innovate and grow, modern and comprehensive benefits, or the flexibility to enjoy the moments that matter, at RBC you have everything you need at your fingertips to build your career and life and make it yours.

    • A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation
    • Ability to make a difference and lasting impact
    • Work in a dynamic, collaborative, progressive, and high-performing team
    • Opportunities to take on progressively greater scopes of work

    Job Skills

    Adaptability, Communication, Decision Making, Detail-Oriented, Group Problem Solving, Product Services, Service Request Management, Taking Initiative

    Additional Job Details

    Address:

    20 KING ST W:TORONTO

    City:

    TORONTO

    Country:

    Canada

    Work hours/week:

    37.5

    Employment Type:

    Full time

    Platform:

    HUMAN RESOURCES

    Job Type:

    Regular

    Pay Type:

    Salaried

    Posted Date:

    Application Deadline:

    Inclusion and Equal Opportunity Employment

    At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
    ​​​​​​​
    We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.

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