Momentum

Senior Manager, Planning & Performance

Toronto, Canada · Senior

Sponsorship not specified$95k-$98kDetected 23 days ago

SQLData AnalysisData VisualizationStakeholder ManagementForecastingProcess ImprovementLeadershipCommunicationProblem SolvingMentoringLean Manufacturing

About the role

In this role, you'll leverage data, technology, and operational insights to ensure we have the right resources in place to meet customer demand while driving efficiency, productivity, and service excellence.
If you're passionate about leveraging analytics and operational strategy to improve customer experiences and business outcomes, we'd love to hear from you.
Committed to Equal Opportunity: MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process.

Responsibilities

Lead enterprise workforce planning, forecasting, scheduling, and capacity planning across multiple customer channels, including voice, chat, and back-office operations.
Deliver forecasting accuracy targets of 95-98%+ through advanced analytics, trend analysis, and continuous model improvements.
Optimize staffing strategies to balance customer experience, employee engagement, and operational efficiency.
Develop dashboards and performance reporting to provide actionable insights for senior leadership.
Partner with Operations, Finance, and Technology teams to support strategic planning and business growth initiatives.
Lead continuous improvement initiatives that enhance productivity, reduce costs, and improve service levels.
Champion best practices in workforce management, analytics, and operational excellence while mentoring and developing team members.
We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.

Requirements

With more than 40 years of experience, we're the team behind Money Mart-Canada's largest non-bank branch network and a leader in financial solutions for underserved communities.

Nice to have

When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.

Compensation

Our strategy is simple-we aim to match the market.
This commitment helps us attract and retain talented individuals who share our purpose.

Benefits

Our benefits include health and dental plans with 100% of the premiums covered.

Company info

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart-Canada's largest non-bank branch network and a leader in financial solutions for underserved communities.
From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.
At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.
We've Got You Covered
At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most.
At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else.
Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.
Compensation Philosophy: Our strategy is simple-we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.
Discretionary Annual Bonus: Enjoy the opportunity for a discretionary bonus based on individual performance and company success.
Comprehensive Benefits: Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.
Retirement Plans: Plan for your future with our robust retirement savings options, ensuring you're set for the long haul.
Hybrid Work Environment: Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office. When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.
Perks and Rewards: Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.
At Momentum Financial Services Group, we're committed to delivering exceptional customer experiences through operational excellence, innovation, and data-driven decision making.
We're looking for a strategic and analytical Senior Manager, Workforce Planning & Analytics, to lead forecasting, capacity planning, and workforce optimization across our customer operations.
You'll partner with leaders across Operations, Finance, Technology, and Customer Experience to influence business decisions and deliver measurable results.

Equal opportunity

MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process.
If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process.
If you require accommodation, MFSG will work with you to determine how to meet your needs
Please note: The salary range for this position is between 130,000-140,000 CAD

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