Senior Associate - Workforce Planning


Date: Nov 27, 2018

Location: Cleveland, OH, US

Company: New York Life Insurance Co


A career at New York Life offers many opportunities. To be part of a growing and successful business. To reach your full potential, whatever your specialty. Above all, to make a difference in the world by helping people achieve financial security. It’s a career journey you can be proud of, and you’ll find plenty of support along the way. Our development programs range from skill-building to management training, and we value our diverse and inclusive workplace where all voices can be heard. Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and service, supported by our Foundation. It all adds up to a rewarding career at a company where doing right by our customers is part of who we are, as a mutual company without outside shareholders. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of







The Workforce Planning Team within Service is responsible for forecasting and planning resource utilization across all time horizons across the organization. The Senior Workforce Planning Analyst will lead efforts to develop and manage robust models to estimate demand across all lines of business, engagement channels, and locations. The candidate will utilize various analysis methodologies, tools, and techniques to integrate historical data with forward-looking plans and assumptions in the course of calculating demand. The Senior Business Operations Analyst will provide critical support to the department's long-range planning effort and will provide business leadership with the information they need to understand how to optimally allocate and share resources in a changing environment.


Key Responsibilities:  

  • Lead the development and refinement of forecasting and demand models for teams 'new' to WFP, including but not limited to Field Services and Claims processing. 
  • Assess and refine existing demand models, with emphasis on our ability to track and measure key inputs as well as easily perform 'what-if' analysis. 
  • Apply critical thinking and sophisticated analytical techniques to define the hours of operation across channels and locations based on customer needs. 
  • Help develop service strategies by assisting with estimation of cost/benefits, defining experience requirements, and contributing information and analysis to organizational strategic plans and reviews.  
  • Synthesize the output of our analytical work to assist in driving strategy, and present findings to leadership in compelling, creative and accessible ways.  
  • Perform detailed data exploration and validation from a variety of sources as needed for development of new models 
  • Collaborate with other departments to solve problems and identify trends and opportunities  


Desired Skills & Experience:  

  • Bachelor Degree Required (Preferred disciplines Engineering, Mathematics, Statistics, or Business)  
  • 5 years of related experience  
  • Must have strong working knowledge of analytical concepts and demonstrated ability to leverage them to inform business decisions  
  • Expertise in Excel and Spotfire or other data visualization tools required  
  • Scripting experience, knowledge of SQL and Access are a plus  
  • Strong ability to communicate in written, oral and presentation formats 
  • Strong ability to work in 'white space' 
  • Some travel may be required (less than 10%)
  • Communicates equally effectively in business and technical terms  





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