Senior Lead Workforce Planning

BE THE DIFFERENCE
At AIA we don't simply believe in being 'the best'. We believe in better – because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity:

Join a purpose-driven organisation where you'll support the Senior Manager, Workforce Planning in delivering strategic initiatives that enhance business performance and elevate both customer and employee experiences. You'll play a key role in shaping and executing workforce management strategies, collaborating with senior stakeholders to ensure optimal staffing and operational efficiency. This role also leads the administration of key systems including telephony, call recording, and workforce management tools—identifying opportunities to leverage technology to drive performance and deliver meaningful outcomes.

Ideally located in Sydney but also taking Melbourne applicants.

• Develop and implement strategic and operational workforce plans aligned to business goals.
• Lead forecasting, capacity planning, and skilling strategies to optimise team performance.
• Coach and mentor workforce planning analysts to build capability and succession.
• Partner with stakeholders to deliver data-driven recommendations and mitigate operational risks.
• Manage workforce management and telephony systems to enhance efficiency and customer experience.
• Drive continuous improvement initiatives and support project delivery within budget.
• Build strong relationships across business units to shape workforce strategies and influence outcomes.

• Minimum of 3 - 5 years' experience in a Workforce Management related field such as forecasting, scheduling, real time analytics or capacity planning, preferably in a contact centre environment
• Proficiency in workforce management software (e.g. Aspect, NICE, Genesys WFM)
• Proficiency in contact centre solutions (preferably Genesys Cloud)
• Experience in driving customer focused outcomes and delivering shared value outcomes for customers, partners and the enterprise
• Experience with SQL and data visualization tools (e.g. Tableau, Power BI)
• Advanced skills (including VBA) in Microsoft Excel
• Certification in workforce management or related fields (e.g. WFM Essentials by Call Design)

At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone's life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangement

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they're different. What makes us truly different at AIA, is the difference we make in people's lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link.