Manager Forecasting, Workforce Management

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Are you a strategic leader with superior analytical and forecasting expertise, a true passion for working with people, and more than 5 years of practical experience in workforce planning, data analysis, and stakeholder management? If so, consider applying your skills and experience to a leadership position in the Canadian Operations Workforce Management team.

We are looking for a versatile leader to lead the forecasting and capacity planning function within Canadian Operations. In this role, you will drive the development, implementation, and maintenance of demand forecasts and staffing capacity models while mentoring and leading a team of forecasting and capacity planning analysts. You will facilitate strategic planning processes, optimize forecasting methodologies, manage key stakeholder relationships, and provide data-driven recommendations to operational leaders. This role requires superior analytical skills, creative problem-solving, excellent communication and organizational abilities, leadership capability, and the ability to build strong relationships with diverse stakeholders.

What will you do?

• Lead and mentor Forecasting Analysts, providing guidance and professional development opportunities
• Design, maintain, and refine forecasting models and resource plans to account for multiple factors including business volume fluctuations, productivity assumptions, attrition, training requirements, and external influences
• Investigate business processes and create sophisticated models of business workflow and demand patterns
• Measure and forecast demand across multiple business units using a variety of forecasting techniques and statistical approaches
• Calculate optimal staffing levels and translate forecast volumes into comprehensive capacity models
• Collect, manipulate, and analyze data related to capacity, supply, demand, and business processes
• Maintain and measure resourcing forecasts, capacity models, and performance metrics
• Provide analysis, insights, and recommendations to senior business leaders and other stakeholders to drive evidence-based operational decisions
• Assess the impact of initiatives and projects on capacity and workload
• Facilitate conversations between Operations and other Workforce Management teams to align on forecasting and planning requirements
• Lead and drive projects and assignments to completion, including project planning and estimates
• Identify and implement continuous improvement opportunities within forecasting and workforce management processes
• Formally apply statistical and scientific rigor to analysis of business data
• Act as a subject matter expert or technical team lead on forecasting and capacity planning projects
• Ensure data accuracy, timeliness, and alignment with client and business partner needs
• Identify when metrics are drifting from target and recommend data-driven action plans to address issues

What do you need to succeed?

• Minimum 3+ years of experience in data analysis with an emphasis on forecasting, predictive analysis, or demand planning
• Minimum 5+ years of experience in stakeholder management, process optimization, and/or workforce planning
• Proven experience building and managing forecasting models using multiple toolsets including Python and AWS Sagemaker
• Demonstrated proficiency in visualizing model outcomes and complex data using platforms such as Tableau or Power BI
• Strong SQL querying skills and experience working with large databases and complex data relationships
• Advanced expertise in time series data analysis and a variety of forecasting methods including statistical and simulation-based approaches
• Experience measuring and interpreting forecast accuracy and assessing model validity and appropriateness
• Demonstrated ability to turn forecast volumes into comprehensive capacity models accounting for multiple planning factors
• Superior analytical skills with the proven ability to turn insights into actionable recommendations
• Direct experience building and managing relationships with multiple stakeholders across organizational levels
• Proven project management experience with the ability to lead initiatives to completion
• Strong critical thinking and creative problem-solving skills
• Excellent communication and presentation skills with the ability to explain complex data and concepts to diverse audiences
• Demonstrated experience managing people and coordinating/prioritizing work across teams
• Ability to operate and succeed in a fast-paced, abstract environment while balancing day-to-day responsibilities with long-term improvement initiatives
• Understanding of Erlang-C and the biases and limitations of workforce management models
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Preferred Skills

• Bachelor's degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience
• Experience with Workforce Management Software (IEX, Genesys, Amazon Connect, Pega)
• Experience building and maintaining forward-looking capacity plans including hiring recommendations and identification of skilling bottlenecks
• Experience working in call center or contact center environments
• Experience working with Business Process Outsourcing (BPO) environments
• Knowledge of call center mathematics and queuing theory
• Experience with continuous improvement methodologies

Unique Requirements

This role requires Reliability Status Clearance. In addition to a law enforcement inquiry and a credit check, as part of your application, the Government of Canada will ask if you lived or travelled outside of Canada for 6-consecutive months during the last 5 years, and you must account for all activities during this time. Important: Obtaining Reliability Status Clearance in advance of the start date is a condition required to start employment for this role at Sun Life.

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential
• A friendly, collaborative, and inclusive culture
• Recognition as a 2026 Best Workplaces in Ontario by Great Place to Work® Canada
• Excellence Canada's top-level certification, the Canada Order of Excellence for Mental Health at Work® for prioritizing employee well-being and fostering a positive work culture
• Wellness programs that support the three pillars of your health – mental, physical, and financial
• Being part of our Analytics and Workforce Management communities, where you'll share best practices and broaden skill sets across the organization

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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