Legal & General America

  • Forecasting and Performance Specialist

    Job Locations US-MD-Frederick
    ID
    2019-2286
    # of Openings Remaining
    1
    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 Forecasting and Performance Analyst will be responsible for planning the resource requirements and tracking benefits and operational efficiency. This will involve working in close conjunction with different business areas to understand their processes, workflows and targets. The analyst will track actual staffing levels throughout the business against plans, and report back on findings.

     

    The analyst will own all operation forecasts and the insight into associated performance indicators that drive efficiency while balancing engagement, culture and business objectives. Implement forecasting models and methodologies, delivering efficient business performance.

    1. Develop and manage reliable MI, forecasting tools and processes that deliver high accuracy at monthly, weekly, daily and intra-day level, which will provide relevant inputs to the operational teams, to support business decision making.
    2. Provide accurate forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
    3. Embed load balancing and blending of resource across the department to maximize capacity and manage workload peaks, in consultation with operational managers.
    4. Use available MI as a platform to provide intelligent insight to senior management team, which supports the correct business decision on growth and cost reduction. Lead all impact analysis from projects and ad hoc customer interactions to ensure MI provision informs and supports change.
    5. Track service level agreements in place/developed during the marketing and sales processes to ensure understanding of requirements and aligning resource to meet those requirements.
    6. Document, plan, and communicate all activity  that has a potential to influence operational performance such as unplanned system disruptions, absenteeism, planned process changes, etc.  
    7. Identify and manage opportunities to improve the accuracy and timeliness of defined Operations metrics to support operational forecasting and  head-count planning. 
    8. Maintain forecasting models used to plan resources and analysis in long term business decisions.
    9. Monitor assumptions & actual results against plan and deliver efficient solutions to real problems that drive employee engagement and business efficiency.
    10. Support contact center projects providing ad hoc plans to meet the business requirements.
    11. Develop and maintain world class stakeholder relationships that enable business and customer demand success.
    12. Provide performance and demand insight that informs decision making and strategy setting.
    13. Support the Operational Planning Director and complete all other tasks and projects as assigned by the leadership team.

     

     

    Qualifications

    Education

    BS/BA Degree in Business or Statistics, or equivalent combination of education and experience.

     

    Experience/Knowledge

    7+ years of experience in an administration or phone center environment.

    4+ years of experience in an operational planning function, including forecasting, business planning, tactical planning and delivery management, and scheduling.

    4+ years of people leadership experience.

    Experienced user of forecasting methodologies, including application of regression analysis and time series modelling. 

    Experienced user of workforce management tools.

    Process mapping and experience of identifying critical nodes and workload drivers.

    Advanced Excel and Access skills and experience, user of MS Office, programming/DBA skills an advantage.

    Experience of managing operational drivers and Key Performance Indicators in a multi-channel and multi-discipline service environment.

    Experience in life insurance industry, preferred but not essential.

     

    Skills/Attributes

    Outstanding analytical/critical thinking skills

    Outstanding stakeholder management skills

    Natural collaborator and team worker

    Proactive, self starting and driver of change

    Calm under pressure

    Hands on and willing to take on any challenge to get the job done

    Strong people engagement, development and coaching skills

    Project management skills

    Process improvement skills

    Strong organizational skills

    Outstanding verbal and written communication skills

    Ability to deliver in a fast paced environment

    Flexible with regard to work hours and overtime

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