Requisition ID: 216228

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose:

The Manager Capacity Planning and Resource Planning is responsible for managing all Capacity Planning and Forecasting for ScotiaHelps.

Accountabilities

• Responsible for the development of medium and long term capacity plans for ScotiaHelps; ensuring staffing levels across the department(s) are at optimum levels to support effective and efficient service delivery.
• Ensuring Capacity plans and Forecasted volumes are accurate to ensure staffing budget are within OPEX plan.
• Planning, coordinating and monitoring staffing levels to business volumes; accountable to understand and manage the implications of overstaffing/understaffing, identifying characteristics that create staffing challenges.
• Work closely with Contact Strategy team to develop multiple scenarios to plan for any FTE surplus or deficits
• Work closely with Operations groups to share and implement best WFM practices across all sites
• Track agents Utilization and Shrinkage to improve productivity and reduce operating costs.
• Monitor and identify trends across key performance indicators and workload drivers to provide data driven insights and recommendations to drive workforce efficiencies
• Make a variety of complex and important decisions broad in scope, that will have significant cost/performance impact and that will affect ScotiaHelps.
• Develop, document and manage system upgrades/enhancements to optimize staffing needs with a focus on compliance and the operational Key Performance Indicators.
• Provide in-depth reporting on Inbound abandon rates, service levels and agent performance to Senior Management
• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
• Creates an environment in which he/she pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct.

Dimensions

• Supports Toronto, Ottawa, Dominican Republic, Bogota Hub(s)(500+ FTE Combined)
• Accountabilities for ScotiaHelps:
  • Capacity planning
  • FTE Tracking
  • Reporting

Education / Experience / Other Information

• University or College degree is preferred
• Must have Workforce experience (5 years+), Contact Centre and Statistical Expertise, and ideally possess significant knowledge of Lean Methodologies, and the Financial Services Industry
• Strong technical aptitude and experience working with reporting software, tools and database creation to derive business insight and drive customer value;
• Strong ability to manage a high level of detail, data and information and integrate it into operations and solutions consistent with ScotiaHelps and Bank strategies and objectives;
• Thorough knowledge of MS Office Suite, IVRs, Avaya CMS Supervisor, Aspect EWFM, Verint, IEX
• Strong knowledge of database concepts; experience with SQL, Python, R is an asset

Working Conditions

• Work in a standard office-based environment; non-standard hours are a common occurrence. Limited travel domestically may be required.

Location(s): Canada : Ontario : Scarborough

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.