Specialist - Workforce Management
Specialist - Workforce Management
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Job Description
WHO WE ARE:
Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights Zinnia simplifies the experience of buying selling and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold team up deliver value and that we do. Zinnia has over $180 billion in assets under administration serves 100 carrier clients 2500 distributors and partners and over 2 million policyholders.
WHO YOU ARE:
As a Workforce Manager in the Annuities ThirdParty Administration (TPA) business you play a central role in keeping operations running smoothly and efficiently. Youll be responsible for overseeing daytoday work allocation tracking team productivity resolving stuck or aging items and ensuring deadlines are met across the new business and policy issuance processes.
WHAT YOULL DO:
The Workforce Manager is responsible for overseeing the daytoday operational flow by effectively allocating work tracking team productivity and identifying bottlenecks. This role plays a critical part in ensuring timely execution SLA adherence and datadriven decisionmaking through regular management reviews and performance reporting.
Key Responsibilities:
Work Allocation & Planning
Assign tasks to teams or individuals based on capacity skill set and priority.
Manage realtime queue distribution across multiple workstreams.
Balance workload during volume spikes or resource constraints.
Productivity Monitoring
Track daily and weekly productivity metrics across teams.
Analyze variances and flag underperformance or inefficiencies.
Prepare dashboards and reports for leadership.
Issue Resolution
Monitor and resolve stuck or aging items across systems (e.g. OnBase CRM).
Escalate blockers and collaborate with SMEs QA and operations teams to resolve.
Maintain visibility into processing delays and SLA risks.
Management Reporting & Reviews
Generate and present weekly/monthly performance reports.
Highlight trends risks and action items for leadership.
Recommend process improvements based on data insights.
CrossFunctional Collaboration
Partner with Quality Training and Tech teams to enhance workflow efficiency.
Support new hire onboarding from a work allocation standpoint.
WHAT YOULL NEED:
35 years of experience in workforce management operational SME or similar role.
Strong analytical skills; proficiency in Excel Power BI or similar tools.
Experience with workflow and queue management systems (e.g. OnBase Salesforce).
Excellent communication and stakeholder management skills.
Ability to work under pressure and adapt in a fastpaced environment
Excellent organizational communication and interpersonal skills.
Analytical mindset with the ability to make datadriven decisions.
BONUS POINTS:
Six Sigma working knowledge and completed coursework
LOMA or other industry certifications
WHATS IN IT FOR YOU
Were looking for the best and brightest innovators in the industry to join our team. At Zinnia you collaborate with smart creative professionals who are dedicated to delivering cuttingedge technologies deeper data insights and enhanced services to transform how insurance is done. Visit our website at more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability.
#LITN1
Required Experience:
Unclear Seniority
Employment Type
Full Time
