Who We Are
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.
What You'll Bring
- 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 experience.
- Demonstrated success delivering 95–98%+ forecast accuracy.
- Experience managing workforce planning across multiple customer channels, including voice, chat, and back-office operations.
- Strong background in capacity planning, forecasting, and operational performance optimization.
Preferred
- MBA or Master's degree in Operations, Data Analytics, Business Strategy, or a related field.
- Experience within financial services, consumer lending, or another regulated industry.
- Experience leading enterprise-scale transformation initiatives.
- Experience implementing AI, automation, or advanced analytics solutions within workforce planning.
Professional Development
Preferred Certifications
- Lean Six Sigma Certification
- Workforce Management Certifications (NICE, Verint, Genesys)
- Data Analytics Certifications (Power BI, Tableau, SQL, or equivalent)
Momentum Financial Services Group is committed to fostering an inclusive, collaborative, and high-performing workplace. If you're passionate about leveraging analytics and operational strategy to improve customer experiences and business outcomes, we'd love to hear from you.
Committed to Equal Opportunity:
MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs
Please note: The salary range for this position is between 130,000-140,000 CAD
About MFSG – Our Commitment to Responsible Innovation
At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable.
This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities.
We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement.
Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.
Skills Required
- Bachelor's degree in Business, Operations, Finance, Engineering, Analytics, or related discipline
- 8-12+ years progressive experience in contact centre operations, workforce planning, analytics, or customer experience
- Proven expertise in workforce planning, forecasting, capacity planning, and contact centre operations
- Demonstrated success delivering 95-98%+ forecast accuracy
- Experience managing workforce planning across voice, chat, and back-office channels
- Strong background in capacity planning, forecasting, and operational performance optimization
- Strong analytical mindset with ability to interpret complex data and translate into business decisions
- Excellent communication, stakeholder management, leadership, problem-solving, and continuous improvement capabilities
- Experience with workforce management and business intelligence tools (NICE, Verint, Genesys, Power BI, Tableau, SQL, or similar)
- MBA or Master's degree in Operations, Data Analytics, Business Strategy, or related field
- Experience within financial services, consumer lending, or another regulated industry
- Experience leading enterprise-scale transformation initiatives and implementing AI/automation/advanced analytics in workforce planning
- Preferred certifications: Lean Six Sigma; Workforce Management (NICE, Verint, Genesys); Data Analytics (Power BI, Tableau, SQL)
What We Do
At Momentum Financial Services Group (MFSG), 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.
