Sr. Director, Back Office Workforce Planning

The Senior Director, Back Office Workforce Planning will have accountability for the strategic leadership and implementation of Cigna’s Back Office Workforce planning capabilities.

The leader will understand and translate the business and omni-channel strategies to develop and execute our human capital decisions for the Client and Claims operations.

The leader will identify opportunities, develop specific processes, architect solutions, and influence automation efforts to enable capabilities to optimize workforce solutions to achieve operational efficiencies for Cigna’s operating units and Global Service Partners.

The Senior Director collaborates with Information Technology regarding the selection, customization and use of systems, programs, software and other technology tools associated with workforce planning, automation and optimization.

Requirements :

• Lead an organization of Capacity Planning, Short Term Forecasting, Scheduling and Real-Time Administration data analysts who : develop and manage long-term and short-term forecasting, capacity planning, set and monitor operational performance thresholds / service levels and employee scheduling in a 24X7 multi-functional operation including vendor partnerships.
• Advance strategic workforce planning capabilities, methodologies, and tactics to enable scalability and support the efficient and cost-effective delivery of Cigna’s business strategy.
• Provide strategic thought leadership and drive continuous improvement to advance workforce planning capabilities.
• Develop our omni-channel forecasting and planning capabilities.
• Advise and consult with other operating functions to develop workforce strategies and plans to meet changing business needs.
• Proactively identify, analyze, remediate, or modify operational process changes, excess capacity, defects in workforce models and forecasts to deliver best in class workforce plans in collaboration with key stakeholders.

This requires constant engagement with operational leaders to report on performance and proactively recommend improvements as well as collaborate with Finance to report on adherence to forecast.

• Leverage data and financial analysis, workforce models and innovation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities.
• Drive the implementation of technology solutions and tools that deliver accurate, timely and relevant data and insights on all aspects of operational performance.
• Ensure timely, accurate and actionable information is communicated to senior operations leaders and other key stakeholders to increase operating efficiencies and reduce overall operating costs.
• Develop a talent strategy that attracts and develops specific skill sets needed for a high performing and evolving team.
• Recommend, develop, and implement metrics and other measurements for workforce productivity, ROI, etc. to improve business results.
• Identify and implement technology and other tools to improve workforce planning and workforce management.

Desired Skills & Experience :

BA / BS in statistical analysis, economics, finance, business administration, industrial / organizational psychology, or applicable discipline.

Master’s degree / MBA preferred.

• 10 plus years’ experience in same / similar position in a medium or large company. Startup operations experience preferred.
• Must have a minimum of 5 years Back Office Workforce Management leadership.
• Experience developing a workflow management tool within the WFM tool required.
• Knowledge of business theory, business processes, management, budgeting and business operations.
• Ability to set Workforce goals and strategy based on a solid understanding of an organization’s goals and objectives.
• Proven experience in workforce planning, organization, and development.
• Ability to translate and convey complex statistical and other data into easy to understand, actionable recommendations.
• Excellent project management skills.
• Demonstrated ability to apply technology in solving business problems.
• Good understanding of HRIS systems characteristics, features and integration capabilities.
• Proven leadership ability of large, complex WFM organizations
• Ability to set and manage priorities with proven results.
• Experience communicating strategies and performance to C-Level executives.
15 days ago