Workforce Management Lead

5 days ago

Melbourne, Victoria, Australia Australia and New Zealand Banking Group Limited Full time

Department: AR Customer Services Ops Operations Performance

Division: Australia Retail

Location: Melbourne

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role
  • The Workforce Management Lead will focus on developing and implementing a workforce management agenda to manage resourcing demands effectively across CSO.
  • The role will lead a team of Australia and India based Forecasters and Capacity Planners and drive operational consistency across our geographies.
  • The WFM Lead will develop and own a workforce management strategy and provide data insights to CSO to ensure that resourcing demands are filled on time with the right people and within plans.
  • They will operate in close partnership with Business leads across geographies to drive a consistent approach to workforce management, optimizing operational proficiency so that our people can deliver great outcomes to our customers.

Role Type: Permanent, Full-Time
Role Location: Melbourne, Sydney or Brisbane
Work Hours: Standard Hours

What will your day look like?

The WFM Lead is responsible for developing, implementing and leading the Workforce Management strategy for CSO to ensure that it has the requisite workforce capabilities (right skills, in the right places, at the right time) to drive operational consistency across our geographies and fulfil its objectives now and into the future.

  • Developing and implementing a workforce management strategy and provide data insights to CSO to manage resourcing demands and drive operational consistency through improvements to onboarding, building capacity, uplifting capability and proactive attrition management.
  • Lead the workforce management team with the right capability to support the rapid scaling up of the business across geographies.
  • Working with CSO teams, incl. Enablement and Capability to identify opportunities to improve process, skill, and capability gaps and determine where investments are best placed.
  • Sponsor the Operational Management Development Program (OMDP).
  • Partner with CSO teams to identify workforce challenges through data analysis & insights.
  • Look for opportunities across CSO to improve workforce management practices and therefore deliver enhanced customer outcomes.
What will you bring?

To grow and be successful in this role, you will ideally bring the following:

  • Deep expertise in operational management with demonstrated understanding of the disciplines associated with running a large operation across multiple geographies.
  • Data-driven decision making, business & commercial acumen, Change Management, story telling, execution skills.
  • Human centred thinking, influencing and relationship building, coaching.
  • Ability to synthesize and prioritize workforce management initiatives with a full understanding of their impact to the business and our customers.
  • Extensive experience in managing various stakeholders with different objectives and negotiating the best possible outcome for our customers.
  • Strong analytical skills and ability to provide insights from different and conflicting data sets.

You're not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself.

Job Posting End Date
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