Manager, Workforce Management

Nationwide Mutual Insurance•Columbus, OH

5d•Hybrid

About The Position

This leadership position oversees a team directly supporting Nationwide Financial workforce management analytics and operations. The role is based in Columbus, OH, and requires the hired associate to reside within 35 miles of the office. This position operates on a SuccessFlex basis, requiring office presence according to the department's hybrid schedule. The Workforce Management team acts as "mission control" for Nationwide, ensuring the right amount of people are in the right place at the right time to align capacity with work. This involves an analytical and forward-thinking approach, collaboration across the enterprise, and innovation in a fast-paced, evolving environment. The Manager partners with a co-sourcing vendor to support operational centers with over 6,000 front-line associates operating 24x7x365. The goal is to provide an outstanding customer experience and meet department workforce management needs by ensuring service levels are consistently met in a productive and financially responsible manner. This role involves close collaboration with leadership and finance to create and execute operational strategies supporting organizational growth, providing oversight of short-term planning, and guidance on long-term staffing needs.

Requirements

Undergraduate studies in data or business analytics, computer science, management information, business, mathematics or related field with post-graduate studies preferred.
Typically, six or more years of experience in workforce management, developing and/or implementing operational strategy, project management, and/or operational leadership.
Leadership (direct or indirect) experience preferred.
Professional experience in workforce management, data analytics, operational leadership, or a related industry preferred.
Knowledge of operational applications, including but not limited to GENESYS on-prem and cloud tele, FIVE9, VERINT, NICE, AWD, e-File, etc.
Knowledge of property/casualty or life insurance products, insurance processing systems and procedures, optimal practices, state regulations, and customer service practices.
Ability to understand functional and operational measurement needs, analyze data requests and interpret business problems into solutions.
Ability to work under tight time constraints.
Capable of developing distinctive and understandable data visualizations.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resource Business Partner.
Regularly and consistently demonstrates the Nationwide Values.

Nice To Haves

Post-graduate studies preferred.

Responsibilities

Implements a business decision support strategy for business units, including statistical analysis of operations productivity, preparing statistical analytics, and auditing current procedures to monitor efficiency and ensure service levels/turn-around-times are achieved, while identifying process improvements.
Communicates with business partners, staffing vendors, and workforce management contacts to drive expectations and deliver actionable insights.
Directs the development and deployment of appropriate reporting to share critical operating data effectively, developing and communicating explanations for variances in workload trends and resource availability.
Partners with executive leadership to develop and manage annual multi-million-dollar budgets and collaborates with finance, training, and others on financial management.
Provides oversight of hiring/scheduling efficiency to drive fiscal responsibility.
Leads the development and maintenance of capacity-planning tools to accurately forecast workload volume, determine hiring needs, and staff schedules.
Plans for the impact of or response to advertising, promotions, product launches, organizational changes, and seasonality to ensure adequate staffing for anticipated interaction volume.
Advances business-critical concerns to appropriate contacts via proper channels within respective timeframes.
Provides leadership on large-scale operational changes, offering insights into potential impacts on demand and/or capacity.
Establishes and maintains relationships and serves as a trusted business advisor to executive leadership, technology, and other stakeholders to deploy and sustain new technologies, changes to operating models, and new products.
Leverages statistical inferencing when conducting analysis to understand data, processes, and technology used in an operation via tools including R, SQL, Python, Dataiku, etc., for short-term and long-term models to lead a team of workforce professionals in development, deployment, and maintenance of strategic weekly, monthly, and yearly staffing/capacity recommendations.
Develops and maintains relationships with internal/external business partners.
Identifies business needs, service requirements, key issues, alternative solutions, and resources for clients and businesses.
Develops and implements strategic plans, coordinates reports, communicates performance results, and develops action plans.
Manages special projects and serves as an operational data and process SME for telephony and workflow delivery data for immediate team members and associates from other areas of the company.
May perform other responsibilities as assigned.