Operations Finance Analyst – Service Delivery

POSITION SUMMARYThe Tactical Resource Planning (TRP) Analyst supports tactical workforce planning and execution across lines of business. The role converts demand signals, service due dates, and workforce constraints into weekly capacity settings, partner guidance, and actionable plans for Dispatch and Field leadership to protect customer commitments while managing spend.KEY RESPONSIBILITIES1. Due Date & Capacity Management (Tactical Horizon) Manage due date performance in PACE and recommend actions to protect customer commitments. Adjust repair and order capacity settings for the upcoming week and in‑month as intake/backlog shifts. Review escalated time‑off requests and coordinate approvals/mitigations with Field Managers (FM). Monitor intake and backlog trends; identify emerging constraints and propose tactical levers (e.g., pressurization, rebalancing). 2. Weekly Resource Plan, Handoffs & Field Touchpoints Build and document the weekly tactical resource plan, including capacity assumptions, constraints, and recommended actions. Handoff next week’s plan to Dispatch Managers (weekly handoff) and align on execution expectations. Run/participate in field touchpoints to review NADD/due dates, workforce changes, and plan adjustments. Review “out of load” technicians and advise Field Managers on hours required / rebalancing options. 3. Workforce Optimization Levers (Tech Placement, Service Areas, Dual‑Skilled Strategy) Ensure RGU/slot availability for key products through active capacity and slot management. Implement tactical pressurization levers (e.g., blue/yellow/red) by region—relocate technicians, shift dual‑skilled resources, and mitigate bottlenecks. Review and adjust service areas to reduce travel and place technicians in highest‑demand areas. Develop execution plans to shift dual‑trained technicians to where demand is highest; monitor outcomes and refine weekly. 4. Partner Capacity, Spend Governance & Invoice Validation Adjust partner hours based on order + repair intake and backlog; maintain partner guidance for dispatch execution. Review and adjust partner efficiency assumptions; reflect changes in capacity and forecasting models. 5. Reporting, Interlocks Deliver ad‑hoc reporting and analysis to support day‑to‑day operational decisions. Prepare and present materials for WOR/operations reviews, sales updates, and strategic interlocks DAILY, WEEKLY, MONTHLY, QUARTERLY TASKS: Daily: Due date management in PACE; monitor and correct emerging due date risks. Adjust next‑week repair/order capacity settings as required. Review intake and backlog; identify constraints and prioritize mitigation actions. Review escalated time‑off requests and coordinate with Field Managers. Provide direction to RP clerks; clarify tactical vs. strategic responsibilities as needed. Support Dispatch/Deployment Manager with issues that arise in‑day. Adjust partner hours based on intake (orders + repairs). Provide ad‑hoc reporting and analysis. Weekly: Refresh repair/order capacity and slot availability for key products. Apply regional levers (blue/yellow/red) including internal pressurization, relocations, and dual‑skilled tech movements. Review and adjust service areas to reduce travel and improve demand coverage. Update partner guidance and communicate changes. Document and handoff next week’s plan to Dispatch Managers. Prepare/present WOR materials; produce NADD and KPI reporting; support sales updates. Review out‑of‑load techs and advise Field Managers of hours required. Review partner efficiency changes and reflect in plans/models. Monthly: Review intake/backlog and forecasting model performance; investigate patterns and adjust repair/order offerings. Apply triage adjustments to forecasts and review overall supply vs. demand. Establish next month’s partner hours requirements and guidance. Update external workforce budget inputs; apply budget changes to forecast models. Complete labor/material/travel flows (internal and external) as required. Develop/refresh training plans based on anticipated demand; manage tech skills and recommend training. Maintain technician clearance information and plan for renewals/coverage impacts. Develop workforce plans for major holidays. Support MBR: track RGU targets (forecast vs actual), KPIs, and provide field operational review context (OT, productivity mix, training, out‑of‑load, projects, utilization). Track project hours and next month requirements; feed updates into the model. Quarterly:. Review route‑day / milk‑run schedules; validate demand and adjust schedules to increase/decrease coverage. Review technician work schedules and vacation schedules; re‑align schedules to demand. Review and recommend shift adjustments (special shifts, compressed schedules, on‑call). Identify skills/training gaps; recommend training based on anticipated demand. Review efficiency and service radius changes; incorporate impacts into plans. Review clearance requirements/renewals and any special coverage areas (e.g., airport, geo‑fencing). Plan for seasonal capacity adjustments (e.g., higher repair volumes during rainy season). KEY DELIVERABLES, PROCESSES & WORKFLOWS: Due Date Management (PACE): Monitor due dates, identify risk, and implement capacity/priority actions to protect commitments. Capacity Setting & Slot Management: Adjust repair/order capacity and ensure RGU/slot availability for priority products. Pressurization Levers: Apply blue/yellow/red levers and document triggers, actions, and outcomes by region. Weekly Plan Handoff: Produce a clear weekly plan with assumptions, constraints, and actions; align with Dispatch execution. Forecast & Triage Adjustments: Update forecasts based on intake/backlog patterns, triage changes, efficiencies, and project hours. Partner Guidance & Governance: Translate demand/supply gaps into partner hour guidance. Project Resourcing Intake: Capture project hour requirements and incorporate into the resource plan and forecasting models.

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