Senior Financial Planning and Analysis Analyst - Workforce Planning & Operations Analytics; Hybrid

Resp & Qualifications Purpose

The Senior Analyst, FP&A Workforce Planning & Operations Analytics develops longrange operational forecasts, workforce capacity models, and analytical tools that guide staffing, budgeting, and servicelevel decisions. The role combines financial planning, data analytics, and workforce modeling to deliver clear insights that optimize staffing and labor costs. This position is ideal for a data-savvy analyst looking to deepen FP&A and operational strategy experience while applying advanced technical skills (SQL, Excel, Python, Power BI, MS Fabric/Azure).

• Develop driver‑based demand forecasts using enrollment, product changes, seasonality, regulatory shifts, digital adoption, and other operational trends/drivers.
• Translate business growth (membership, product launches, group movement) into actionable operational workload across all teams in operations such as Call center, Claims, Enrollment, Billing, SIU etc.
• Provide forecasting insights, variances, and scenarios for Operations and Finance.

• Model AHT, processing time, productivity, case duration, and other efficiency metrics across workflows.
• Convert workload into monthly/quarterly FTE requirements incorporating shrinkage, utilization, attrition, and rampup curves.
• Apply Erlang C or equivalent methods to ensure staffing meets servicelevel targets (Average Speed of Answer / Service Level).
• Build Base/High/Low staffing scenarios for budget planning.

• Lead monthly forecast refreshes of models and contributes to quarterly capacity planning reviews with Operations, Finance, and Workforce Management.
• Translate staffing needs into laborcost forecasts for monthly outlooks, quarterly forecasts, and annual budget.
• Partner with Workforce Management, Finance, Ops and HR to align hiring plans and staffing strategy.
• Performs MAPE (Mean Absolute Percentage Error ) back testing of the models, variance analysis, and data reconciliation across systems.

• Ingest and transform data from multiple systems to support accurate and timely forecasting and capacity planning by using SQL, Python, and other analytical tools.
• Build clear, insight‑driven dashboards and reports (Power BI & Excel) that highlight demand trends, staffing needs, servicelevel risks, and financial impacts.
• Maintain a structured Data Dictionary to ensure consistent definitions for volumes, AHT, FTE, shrinkage, and other key planning metrics across Operations, HR, Finance, and Workforce teams.

• Support special analytical projects across FP&A, Operations, Cost of Care, and other health insurance business functions.
• Provide deep dive insights into operational efficiency, productivity, digital adoption, and performance improvements.

• Forecast accuracy (MAPE) within target.
• Staffing variance maintained within 5%.
• High adoption of dashboards and modeling outputs.
• Ontime delivery of FP&A and operational planning insights.
• Demonstrated partnership across Operations, HR, Finance, Workforce management and other relevant stakeholders.

Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources.

Education Level: Bachelor's Degree in Finance, Business Administration or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience:

5 years experience in a finance or analytical role within the finance sector or quantitative analysis.

• MBA/MS, preferably in a quantitative and analytical discipline. Specific experience building Excel‑based financial models. Understanding of healthcare marketplace dynamics and healthcare financial and operational reporting.
• Strong proficiency in SQL, Excel, Power BI, Python and Azure/MS Fabric
• Familiarity with ETL/ELT workflows and BI semantic layer design.
• Ability to model complex datasets and translate findings into…