Reporting to the Global Workforce Management Lead, the Workforce Planning Analyst is responsible for leading and managing the end-to-end headcount planning lifecycle, ensuring effective resource allocation and workforce capacity management across both inbound and back-office operations within a global insurance environment.

This role plays a critical part in aligning workforce capacity with business demand, enabling operational efficiency, service excellence, and sustainable growth. The position offers high visibility across Operations, Human Resources, Finance, and Strategic Program teams, requiring strong stakeholder management and analytical capabilities.

What you do

Capacity Planning & Resource Management

Responsibilities will include, but are not limited to:

Manage the Global Capacity Model, driving both short-term and long-term workforce planning processes across a complex, global insurance operation.
Partner closely with Senior Operational Leaders, Human Resources, Finance, and Strategic Program teams to ensure the effective delivery of workforce planning activities and hiring strategies.
Develop and provide workforce allocation recommendations across multiple regulated workstreams, balancing service quality, productivity, customer outcomes, and cost efficiency.
Identify, assess, and mitigate capacity risks by managing workforce dependencies across multiple sites, functions, and geographic locations.
Clearly communicate workforce risks, constraints, dependencies, and scenario impacts to key stakeholders, ensuring alignment and proactive decision-making.
Participate in global customer service initiatives and business transformation projects to support evolving operational requirements and growth.
Drive continuous improvement through the development, standardisation, and automation of workforce planning processes and reporting.
Maintain accurate headcount reporting and analytics, including workforce movements, attrition trends, skill requirements, and channel performance across multiple regions.
Collaborate with business stakeholders to develop and implement workforce risk mitigation and contingency strategies.

Team Support & Continuous Improvement

Support cross-functional projects and strategic initiatives as required.
Mentor and support the wider Workforce Management team by sharing best practices, developing analytical capability, and promoting continuous learning.
Proactively identify risks to production capacity and develop effective contingency plans to minimise business impact.

AI Readiness

Operate effectively in a technology-enabled environment leveraging Artificial Intelligence (AI), Machine Learning, advanced analytics, and cloud-based solutions.
Apply data-driven insights responsibly and in line with Allianz Partners' standards for data governance, information security, compliance, and ethical AI usage.

What you bring

To be successful in this role, you will have:

3+ years' experience in Workforce Management within a contact centre or service operations environment.
2+ years' experience in capacity planning, forecasting, or workforce strategy.
Experience working with Workforce Management platforms such as Verint, Aspect, IEX, or similar solutions.
Strong analytical skills, including data modelling, statistical analysis, forecasting methodologies, and data visualisation.
Advanced proficiency in Microsoft Excel and reporting tools such as Power BI and Access.
Experience using SQL or other data querying languages is highly desirable.
Ability to analyse complex datasets and identify performance trends, risks, and long-term improvement opportunities.
Experience developing and presenting workforce scenarios, capacity plans, and strategic recommendations to senior leadership.
Strong stakeholder management skills with the ability to influence decisions through data-driven insights.

Behavioural Competencies

The successful candidate will demonstrate:

A customer-centric mindset with excellent communication and interpersonal skills.
Strong problem-solving and critical-thinking abilities.
A results-oriented approach with a focus on delivering measurable outcomes.
Ownership, accountability, and a proactive attitude towards responsibilities.
Exceptional attention to detail and accuracy.
Strong collaboration skills, while also being comfortable working independently.
The ability to perform effectively under pressure and consistently meet tight deadlines and service commitments.
Excellent organisational and prioritisation skills.
The ability to influence stakeholders and lead through expertise, credibility, and example.
A continuous improvement mindset, with a passion for innovation and operational excellence.

How we hire

Allianz Partners does not accept unsolicited CVs or agency submissions. We only work with recruitment partners included in our approved supplier network and operating under a formal agreement. Any unsolicited applications submitted by agencies will not be considered.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and ambitions, and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged.

Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.

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Capacity Planning