Specialist - Workforce Management

WHO YOU ARE:
As a Workforce Manager in the Annuities Third-Party Administration (TPA) business, you play a central role in keeping operations running smoothly and efficiently. You'll be responsible for overseeing day-to-day work allocation, tracking team productivity, resolving stuck or aging items, and ensuring deadlines are met across the new business and policy issuance processes.

WHAT YOU’LL DO:
The Workforce Manager is responsible for overseeing the day-to-day operational flow by effectively allocating work, tracking team productivity, and identifying bottlenecks. This role plays a critical part in ensuring timely execution, SLA adherence, and data-driven decision-making through regular management reviews and performance reporting.

Key Responsibilities:
• Work Allocation & Planning
• Assign tasks to teams or individuals based on capacity, skill set, and priority.
• Manage real-time queue distribution across multiple workstreams.
• Balance workload during volume spikes or resource constraints.
• Productivity Monitoring
• Track daily and weekly productivity metrics across teams.
• Analyze variances and flag underperformance or inefficiencies.
• Prepare dashboards and reports for leadership.
• Issue Resolution
• Monitor and resolve stuck or aging items across systems (e.g., OnBase, CRM).
• Escalate blockers and collaborate with SMEs, QA, and operations teams to resolve.
• Maintain visibility into processing delays and SLA risks.
• Management Reporting & Reviews
• Generate and present weekly/monthly performance reports.
• Highlight trends, risks, and action items for leadership.
• Recommend process improvements based on data insights.
• Cross-Functional Collaboration
• Partner with Quality, Training, and Tech teams to enhance workflow efficiency.
• Support new hire onboarding from a work allocation standpoint.

WHAT YOU’LL NEED:
• 3–5 years of experience in workforce management, operational SME or similar role.
• Strong analytical skills; proficiency in Excel, Power BI, or similar tools.
• Experience with workflow and queue management systems (e.g., OnBase, Salesforce).
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and adapt in a fast-paced environment
• Excellent organizational, communication, and interpersonal skills.
• Analytical mindset with the ability to make data-driven decisions.
BONUS POINTS:
• Six Sigma working knowledge and completed coursework
• LOMA or other industry certifications

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.

#LI-TN1