Strategic Workforce Director

3 weeks ago

Phoenix, Arizona, United States Novartis Full time

Job Summary:

The Associate Director, Workforce Forecasting & Capacity Planning is a key role, responsible for overseeing the strategy, planning, and financial modeling for Novartis PSC.

This individual will help inform the PSC strategic roadmap via demand-capacity planning, competitive benchmarking, and cost-effectiveness analyses with various departments/cross-functional partners.

This role will provide guidance to the Director of Central Operations, who is responsible for implementing business decisions impacting day-to-day operations support.

Key Responsibilities:

  • Develop and implement workforce strategy, planning, and analytics for the Novartis Patient Support Center (PSC), in collaboration with the PSC Business Operations team, ensuring effective resource utilization and financial modeling.
  • Lead workforce planning and analytics, including short-term and long-term capacity planning across all PSC service lines and activities, based on data, business trends, and anticipated operational intake.
  • Provide strategic direction for resource management, accurately forecasting demand and optimizing staff and operational performance across inbound and outbound calls, web, and deferred workload support.
  • Collaborate with business partners to create a unified approach to workforce management and drive execution aligned with the vision.
  • Utilize advanced workforce planning techniques and tools, such as scenario modeling, trend analysis, predictive modeling, advanced analytics, and cost-effectiveness models to offer insights and recommendations for short-term and long-term labor strategies.
  • Ensure accountability and track key performance indicators related to workforce planning and operations, maintaining clear visibility into labor metrics.
  • Present complex real-time strategies to senior leadership in a clear and concise manner, promoting understanding, building trust, and gaining support.

Requirements:

  • Bachelor's Degree required; advanced degree preferred (MHA, MBA)
  • 5+ years related experience in demand and capacity planning in deferred workload settings (e.g. reimbursement support hubs, insurance, banking, manufacturing), financial planning, or quantitative analysis.
  • Possess understanding of patient support hubs or other operational activities requiring queue work.
  • Ability to connect and coordinate activities across workforce planning, have strong influencing capability and be extremely proactive in driving results.
  • 5+ years' experience writing SQL, ability to develop queries and analyze large data sets and ability to create data visualizations from forecast and productivity models
  • High-level of comfort navigating/managing large data sets and drawing out key insights.
  • Strong written and oral presentation skills, including comfort delivering presentations to the Executive/Senior Leadership Team.
  • Demonstrated expertise with data analytics, forecasting and business acumen.
  • Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.

Additional Requirements:

  • 3+ years of experience in patient services, case management, and/or operations.
  • Experience working in a team environment which successfully partners with all Commercial Operations functions
  • Experience with PowerBI or Tableau

Travel Requirements:

Office-based role in either the Phoenix/Tempe metro area or in East Hanover, NJ with occasional travel between offices (anticipating 20%)

Novartis is an Equal Opportunity Employer:

We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

We are committed to fostering a diverse and inclusive workplace that reflects the world around us and connects us to the patients, customers and communities we serve.

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