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About the Role

Sun Life is seeking a versatile leader to head the forecasting and capacity planning function within Canadian Operations. This role involves developing, implementing, and maintaining demand forecasts and staffing capacity models, while mentoring a team of analysts. You will drive strategic planning, optimize forecasting, manage stakeholders, and provide data-driven recommendations to operational leaders.

Responsibilities

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.

Requirements

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.
Bilingualism (French, English, both oral and written) is required for Quebec only.
Reliability Status Clearance is required, including a law enforcement inquiry and a credit check.
Must account for all activities during the last 5 years if lived or traveled outside of Canada for 6 consecutive months.

Skills

Workforce planning
Data analysis
Stakeholder management
Forecasting
Capacity planning
Python
AWS Sagemaker
Tableau
Power BI
SQL
Time series data analysis
Statistical forecasting methods
Simulation-based approaches
Project management
Critical thinking
Creative problem-solving
Communication
Presentation skills
People management
Erlang-C
Workforce Management Software (IEX, Genesys, Amazon Connect, Pega)
Call center mathematics
Queuing theory
Continuous improvement methodologies

Location

Quebec

Work Type

Hybrid

Experience Level

5+ years of practical experience in workforce planning, data analysis, and stakeholder management
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

Education Level

Bachelor's degree in Statistics, Operations Research, Computer Science, Software Engineering, Mathematics, Econometrics, or equivalent experience

Salary/Compensations

85,000 - 128,000

Benefits

Opportunity to move along a variety of career paths with amazing networking potential
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

About the Company

At Sun Life, we are 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.
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.
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 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.

Equal Opportunity

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 thebrightside@sunlife.com.