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Senior Manager

4 months ago

Sydney, New South Wales, Australia COLONIAL FIRST STATE Full time

Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people enable us to make a difference and deliver exceptional experiences to help our customers achieve financial freedom.

Your Team
Customer Operations sits within the Chief Operating Office and is responsible for customer servicing for the CFS product suite. This includes contact centre and administration functions where the Operations Support team including the Workforce planning team.

The Workforce Management teams' role is to ensure that CFS Customer Operations Contact Centre and Administration teams are best equipped and resourced to be efficient and deliver a World Class CFS experience in line with our Purpose.

Your Responsibilities

  • Ensure accurate planning of staffing needs for all roles in the contact centre and administration team, helping to forecast workloads and allocate resources effectively.
  • Use proven leadership skills on the best use of existing tools and technology regarding planning.
  • Oversee the preparation of data driven models outlining all resource requirements.
  • Co-develop dashboard to track and highlight key business performance indicators.
  • Develop and deliver insights, including, where agreed implementation of improvements/ initiatives that improve the resource capacity of Operations team.

Your Capability and Experience

  • Strong understanding of workforce management methodology with 3-5 years of experience in workforce planning
  • Experience using Genesys in a contact centre environment highly guarded.
  • Highly developed influencing skills with demonstrated ability to manage and negotiate multiple stakeholdes
  • Passionate about developing clear, concise and effective reporting and data points
  • Business degree or Analytics related degree or equivalent preferred.

What to Expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

  • Access to CFS Employer Super, which offers an expansive investment menu and flexible insurance solutions
  • Support with financial services, including discounts on home loans and daily bank accounts through our partnership with a leading financial institution
  • Access to 24/7 confidential support covering safety, medical and mental health services
  • Additional leave day to celebrate your birthday
  • Life Leave- 3 days per annum to focus on your wellbeing or celebrate a special event
  • Exclusive discounts on retail, travel and entertainment

CFS Culture

At CFS we are committed to creating a thriving environment where individuals can flourish. We believe that success is built upon strong teams, and we are dedicated to celebrating uniqueness, championing individuality and supporting a diverse and inclusive workforce. We believe that when you can truly be yourself, you can unlock your full potential.

Apply today and join us in helping Australians to achieve their financial freedom.

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate's employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role.

  • Strong understanding of workforce management methodology with 3-5 years of experience in workforce planning
  • Experience using Genesys in a contact centre environment highly guarded.
  • Highly developed influencing skills with demonstrated ability to manage and negotiate multiple stakeholdes
  • Passionate about developing clear, concise and effective reporting and data points
  • Business degree or Analytics related degree or equivalent preferred.
  • Ensure accurate planning of staffing needs for all roles in the contact centre and administration team, helping to forecast workloads and allocate resources effectively.
  • Use proven leadership skills on the best use of existing tools and technology regarding planning.
  • Oversee the preparation of data driven models outlining all resource requirements.
  • Co-develop dashboard to track and highlight key business performance indicators.
  • Develop and deliver insights, including, where agreed implementation of improvements/ initiatives that improve the resource capacity of Operations team.