Manager Capacity and Workforce Planning
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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:
We are looking for a Capacity and Workforce Planning Architect with strong experience inworkforce management demand forecasting and SLA performance management.
This role operates strictly under the direction of the Director Process Excellence and isresponsible for building capacity models forecasting insights and workforce analyticsthat enable stable service delivery SLA adherence and informed resourcing ideal candidate brings a strong quantitative mindset deep understanding of
workforce dynamics and the ability to connect demand capacity and performanceoutcomes in a structured disciplined manner.
WHAT YOULL DO
- Capacity Planning & Workforce Modeling
- Translate forecasted demand and workload drivers into short-term and long-termcapacity requirements
- Convert transaction volumes handling effort and productivity assumptions into accurate FTE and headcount models
- Model Gross vs Net Capacity by accounting for:
- Planned shrinkage (leave holidays training meetings)
- Unplanned shrinkage (absenteeism attrition operational disruptions)
- Assess staffing risks and capacity gaps across peak and non-peak periods
- Quantify the compounding impact of backlog carry-over on future capacity and service levels
- Demand Forecasting & Predictive Analysis - Analyze historical demand patterns to identify:
- Long-term volume trends
- Seasonal demand fluctuations
- Cyclical or event-driven variations
- Develop and maintain forward-looking demand forecasts to support staffing and delivery planning
- Assess forecast volatility and define buffer capacity requirements to protect SLA performance
- Track forecast accuracy and bias and continuously refine forecasting assumptions
- SLA & Service Level Performance Management
- Monitor and analyze SLA compliance turnaround time (TAT) and productivitymetrics
- Diagnose SLA breaches to determine whether performance issues are driven by:
o Demand spikes
o Capacity shortfalls
o Productivity or execution gaps - Link capacity and workforce decisions directly to SLA outcomes and customer
commitments - Support corrective and preventive action planning to stabilize service delivery
- Workforce Performance & Operational Ratios
- Analyze key workforce performance indicators including:
o Utilization
o Occupancy
o Efficiency
- Identify imbalance between workload staffing and productivity that affects
service levels - Provide data-driven recommendations to optimize staffing deployment and workload distribution
- Insight & Decision Support
- Develop scenario-based What-If analyses (Best-Case Worst-Case Most-Likely) to support leadership decisions
- Translate complex workforce and performance data into clear executive-level insights
- Highlight risks trade-offs and capacity constraints before they impact SLAs
WHAT YOULL NEED
- Bachelors degree in Business Operations Finance Statistics or a related discipline
- 810 years of experience in:
- Workforce management
- Capacity planning
- Forecasting and demand analysis
- SLA or service performance management roles
- Strong understanding of end-to-end workforce planning concepts and service delivery dynamics
- Proven ability to work with large operational datasets and derive actionable insights
- High attention to detail and a methodical execution-oriented mindset
- Experience operating within an enterprise service governance
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 cutting-edge technologies deeper data insights and enhanced services to transform how insurance is done. Visit our website 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.
#LI-TN1
Required Experience:
Manager
Key Skills
- Forecasting
- Facilities Management
- SAP
- Supply Chain Experience
- Business Management
- Analysis Skills
- Microsoft Powerpoint
- SAP APO
- Production Planning
- Project Management
- Strategic Planning
- ERP Systems
About Company
Zinnia offers comprehensive technology solutions for insurance carriers and distributors across the full lifecycle of insurance policy administration.
