Manager - Capacity and Workforce Planning

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

We are looking for a Capacity and Workforce Planning Architect with strong experience in workforce management, demand forecasting, and SLA performance management.

This role operates strictly under the direction of the Director – Process Excellence and is responsible for building capacity models, forecasting insights, and workforce analytics that enable stable service delivery, SLA adherence, and informed resourcing decisions. The ideal candidate brings a strong quantitative mindset, deep understanding of
workforce dynamics, and the ability to connect demand, capacity, and performance outcomes in a structured, disciplined manner.

WHAT YOU’LL DO

• Capacity Planning & Workforce Modeling
• Translate forecasted demand and workload drivers into short-term and long-term capacity requirements
• Convert transaction volumes, handling effort, and productivity assumptions into accurate FTE and headcount models
• Model Gross vs Net Capacity by accounting for:
• Planned shrinkage (leave, holidays, training, meetings)
• Unplanned shrinkage (absenteeism, attrition, operational disruptions)
• Assess staffing risks and capacity gaps across peak and non-peak periods
• Quantify the compounding impact of backlog carry-over on future capacity and service levels
• Demand Forecasting & Predictive Analysis - Analyze historical demand patterns to identify:
• Long-term volume trends
• Seasonal demand fluctuations
• Cyclical or event-driven variations
• Develop and maintain forward-looking demand forecasts to support staffing and delivery planning
• Assess forecast volatility and define buffer capacity requirements to protect SLA performance
• Track forecast accuracy and bias, and continuously refine forecasting assumptions
• SLA & Service Level Performance Management
• Monitor and analyze SLA compliance, turnaround time (TAT), and productivity metrics
• Diagnose SLA breaches to determine whether performance issues are driven by:
  o Demand spikes
  o Capacity shortfalls
  o Productivity or execution gaps
• Link capacity and workforce decisions directly to SLA outcomes and customer
  commitments
• Support corrective and preventive action planning to stabilize service delivery 
• Workforce Performance & Operational Ratios
• Analyze key workforce performance indicators including:
  o Utilization
  o Occupancy
  o Efficiency

• Identify imbalance between workload, staffing, and productivity that affects
  service levels
• Provide data-driven recommendations to optimize staffing deployment and workload distribution
• Insight & Decision Support
  • Develop scenario-based What-If analyses (Best-Case, Worst-Case, Most-Likely) to support leadership decisions
  • Translate complex workforce and performance data into clear executive-level insights
  • Highlight risks, trade-offs, and capacity constraints before they impact SLAs

WHAT YOU’LL NEED

• Bachelor’s degree in Business, Operations, Finance, Statistics, or a related discipline
• 8–10 years of experience in:
  • Workforce management
  • Capacity planning
  • Forecasting and demand analysis
• SLA or service performance management roles
• Strong understanding of end-to-end workforce planning concepts and service delivery dynamics
• Proven ability to work with large operational datasets and derive actionable insights
• High attention to detail and a methodical, execution-oriented mindset
• Experience operating within an enterprise service governance

WHAT’S IN IT FOR YOU?
We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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