Legal & General America

  • Tactical Planning Analyst

    Job Locations US-MD-Frederick
    ID
    2019-2269
    # of Openings Remaining
    2
    Category
    Operations
  • Overview

    At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live.  As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

     

    We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more.  We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

    Responsibilities

    The Tactical Planning Analyst will review, analyze and assist operational functions in the achievement of key performance metrics on the day, enabling business performance through the delivery of resources that meet workload requirements. The analyst will provide recommendations, define requirements, quantify potential business benefits and take a lead on daily performance levels consulting with the leadership team to provide solutions that enhance the operation.

    1. Document, plan, and communicate all activity  that has a potential to influence operational performance such as unplanned system disruptions, absenteeism, planned process changes, etc.
    2. Develop and maintain real time forecasting models that enable the provision of performance focused recommendations. 
    3. Identify opportunities to improve the accuracy and timeliness of defined Operations metrics to support operational forecasting and headcount planning. 
    4. Monitor customer demand across multiple media streams providing both recommendations and consulting on business delivery.
    5. Support Operations projects providing ad hoc support based on business requirements, provides critical oversight and analysis during delivery phases.
    6. Define, develop, and deliver processes and systems to ensure that service levels are consistently in alignment with customer experience expectations.
    7. Complete on-the-day performance analysis and the provision of performance commentary.
    8. Deliver changes to business processes in partnership with operational managers.
    9. Demonstrate awareness of customer, colleague and cost impact of change and plan accordingly to mitigate impacts, engage stakeholders and champion change.
    10. Define, develop, and deliver processes and systems to ensure that service levels are consistently in alignment with customer experience expectations.
    11. Support the Operational Planning Director and complete all other tasks and projects as assigned by leadership team.

    Qualifications

    Education

    Bachelor’s Degree in Business or IT preferred

     

    Experience/Knowledge

    5+ years of experience in operational  roles with a strong delivery track record  

    Experience with operational forecasting models and headcount planning

    Working to targets to improve customer, people or cost metrics

    Identifying and delivering improvements in operational customer facing environments

    Experience in life insurance industry, preferred

     

    Skills

    Strong analytical/critical thinking skills

    Strong stakeholder management skills

    Ability to collaborate and engage people in change

    Outstanding verbal and written communication skills

    Self-starting to find and deliver on opportunities

    Strong organizational skills

    Ability to use industry planning techniques and related tools including WFM

    Demonstrated proficiency in Microsoft Office Suite and process documentation/modelling tools

    Ability to function in a fast paced environment

    Flexible with regard to work hours and overtime

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed