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CVP, Workforce Planning #79073


 

A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

 

The New York Life Direct Insurance Operation team consists of Service professionals that support the Direct clients from the point of applying for a policy or product through claims processing.  The Operations team provides support across the customer engagement life cycle for life insurance through our Direct distribution channel.  The Direct Insurance Operations organization is responsible for processing applications and customer touch points through various service channels.

 

The Direct Insurance Operations team is seeking a Corporate Vice President (CVP) to lead the Workforce Planning team that will optimize the resource allocation of non-exempt employees in multiple locations across the U.S.  The CVP will be responsible for forecasting and planning resource utilization across all time horizons – from annual to hourly.  The candidate will lead efforts to match the supply of resources with customer demand in a dynamic environment with changing customer engagement behaviors.

The CVP will be instrumental to the success of the Direct Insurance Operations organization as we look to realize our goals and maintain a Best in Class Customer Experience.  The candidate will coordinate with senior leaders across Insurance Operations to ensure alignment with broader business objectives, to better meet the needs of our customer base and new customer expectations that are informed by experiences beyond the Life & Annuity insurance business. 

 

The CVP will lead the strategic thinking around how the Insurance Operations organization most efficiently and effectively staffs to support customer engagement channels.

 

Responsibilities:

 Lead workforce planning of employees in contact center, back office and working with third party vendors: ensure highly accurate demand forecasts, define staffing schedules based on capacity plans, and actively distribute/redistribute resources to match demand in real-time

  • Manage a team of workforce planning professionals; recruit, coach, and develop talent; define performance standards and set direction for the team
  • Define hours of operation for each channel and location based on customer needs
  • Partner with data, reporting, and analytics team to develop and distribute targeted workforce planning performance reports to all levels of management
  • Incorporate all channels including inbound, outbound, mail, and self-service telephone into forecasting models, capacity plans, and real-time management processes and protocols
  • Ensure highly accurate demand forecasts for all demand channels
    • Develop robust models to estimate demand across all lines of business, engagement channels, and locations
    • Document and manage assumptions associated with each forecast scenario
    • Continuously refine models based on insights garnered from actual demand 
  • Define staffing schedules based on capacity plans
    • Partner with customer-facing teams to develop staffing plans and optimize resource allocation based on forecasts
    • Identify opportunities to flex resources to support higher demand functions
  • Actively distribute/redistribute resources to match demand in real-time
    • Actively manage inbound and outbound demand flows, balancing over and under-capacity conditions across the organization
    • Flex resources to accommodate demand and changes to schedule and demand and capacity
  • Stand-up capability to actively allocate demand to teams – manage workflow across teams, as well as internal and external partners
  • Drive continuous improvement to workforce planning discipline: develop and deploy on-demand mechanisms to automate and empower self-service management of schedule modifications for employees; enable content “push” to staff to optimize delivery of trainings and communications during periods of low demand
  • Serve as a strategic though partner for the Direct Insurance Operations Leadership Team for all matters related to staffing optimization
  • Employ leading edge workforce planning practices; engage in industry forums and panels to stay current with the state of the art; understand and stay ahead of technology changes

 Qualifications:

 Bachelor’s degree in analytical discipline required (Mathematics, Engineering, Economics) required

  • Master’s degree preferred
  • Extensive experience leading workforce management in a call center and processing environment
  • Expertise with Verint Workforce Management software
  • Experience with Cisco call routing and Outbound Dialer
  • Demonstrated problem solving skills
  • Must have strong leadership, written and oral communication skills
  • Customer-centric orientation to delivery

 

 

 

 

EOE M/F/D/V

 

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