Senior Manager, Planning & Performance

About the role

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 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. The Job 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. 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. You'll partner with leaders across Operations, Finance, Technology, and Customer Experience to influence business decisions and deliver measurable results. How You'll Make an Impact 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. Identify opportunities to improve workforce management processes through automation, AI, and data-driven decision making. 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.

Requirements

• Proven expertise in workforce planning, forecasting, capacity planning, and contact centre operations.
• Strong analytical mindset with the ability to interpret complex data and translate insights into business decisions.
• Experience managing multi-channel customer operations and balancing competing priorities in a fast-paced environment.
• Advanced knowledge of workforce management methodologies, forecasting models, and performance optimization.
• Excellent communication and stakeholder management skills with the ability to influence leaders across the organization.
• Strong leadership, problem-solving, and continuous improvement capabilities.
• Experience with workforce management and business intelligence tools such as NICE, Verint, Genesys, Power BI, Tableau, SQL, or similar platforms.
• Education & Experience
• Required
• Bachelor's degree in Business, Operations, Finance, Engineering, Analytics, or a related discipline.
• 8-12+ years of progressive experience in contact centre operations, workforce planning, analytics, or customer exper

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