Manulife Business Processing Services
WorkflowManagementAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Workflow Management Analyst at Manulife Business Processing Services. Manage volumes and balance workloads across sites. Communicate daily workload prioritization and distribution strategies”
What You'll Achieve.
optimizing resources to achieve business objectives; ensure optimal staffing levels; improving customer satisfaction and business performance; enhance efficiency and effectiveness
Industry & Context.
providing resolutions or recommendations; optimize department technology
Must be amenable and prepared to work both onsite and from home as needed
What They're Looking For.
Must Have
intermediate to advanced Excel skills, exemplary PowerPoint skills, all necessary skill sets to perform non-CSC RTA functions, knowledge with additional skills to proactively manage multiple responsibilities focused on line of business (LOB) volumes
Nice to Have
discipline and the ability to carry out assigned responsibilities according to RTA guidelines and procedures with minimal supervision, written and verbal communication skills, ability to effectively communicate across multiple levels of authority within the organization, ability to work independently while maintaining high standards of accuracy and attention to detail, managing tasks efficiently in a dynamic environment, adapting to changes while adhering to established procedures
What You'll Do.
Manage volumes and balance workloads across sites
Communicate daily workload prioritization and distribution strategies
Serve as the single point of contact for Workforce Management (WFM)
Respond to email inquiries and participate in activities
Create accurate and timely reports reflecting Service Level performance
identify best practices and optimize department technology
How You'll Work.
Team & Collaboration
cross-functional coordination; communicate across multiple levels of authority
Communication Scope
written and verbal communication skills; ability to effectively communicate across multiple levels of authority
Full Job Description
_We’re looking for a**Workflow Management Analyst** to join our Workforce Management team at MBPS. In this role, you are _responsible for effectively delivering near-time and intraday performance and volume management with the purpose of optimizing resources to achieve business objectives **Position Responsibilities** : * Manage volumes and balance workloads across sites to ensure optimal staffing levels, including handling schedule adjustments, processing leave applications, and managing swap requests and non-productive time allocation. Communicate daily workload prioritization and distribution strategies while monitoring and reporting leave allocations to the scheduling team to adjust staffing plans and schedules as needed. * Serve as the single point of contact for Workforce Management (WFM) in MBPS Manila and Cebu regarding system downtimes impacting production, tracking and reporting issues, and providing resolutions or recommendations with guidance from the WFM Team. * Respond to email inquiries and participate in activities, including ad hoc tasks, aimed at improving customer satisfaction and business performance. * Create accurate and timely reports reflecting Service Level performance, such as Start of Day (SOD) and End of Day (EOD) reports, Turnaround Time (TAT) monitoring, and Queue Management; identify best practices and optimize department technology to enhance efficiency and effectiveness. **Required Qualifications:** * A college degree or equivalent business experience is required; candidates who are undergraduates must have at least 2 years of related work experience. * Must be amenable and prepared to work both onsite and from home as needed, depending on business requirements and/or the current external environment or situation. * Requires intermediate to advanced Excel skills and exemplary PowerPoint skills. * Possesses all necessary skill sets to perform non-CSC RTA functions and combines this knowledge with additional skills to proactively manag
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