Workforce Planning

5 months ago

Sydney, Australia HAYS Full time

Workforce Planning - Team Leader, Sydney, Top 4 Banks, up to $120k base

**Your new company**

One of the largest and most respected banks in Australia, serving over 10 million personal and small business customers. Based in Sydney, they are committed to delivering a seamless banking experience for the future, with market-leading products and services, supported by some of the world’s best systems and processes.

**Your new role**

The Workforce Planning team is responsible for the complete forecasting, scheduling, real-time support and tracking responsibilities required by all existing and future channels to support a superior customer focus.

This role will report into the Senior Manager Workforce Planning Partnership Collections.

This role has 3 direct reports dependent on the area.
- Manage relationships and stakeholder engagement with respective senior business unit levels, such as Partner Team General Managers, Executive Managers, as well as senior members of teams such as Data Reporting Solutions, Talent Acquisition, Learning & Development, Operational teams, Productivity & Finance to deliver optimal business outcomes.
- Chair regular forums with the above teams to plan, implement & measure productive outcomes for the short and medium term staffing strategies with key executive stakeholders in order to drive performance and business objectives.
- Participate in the development of strategies, models & reports to support business objectives.
- Leverage performance metrics and business intelligence to assist in making recommendations to management to provide tailored recruitment planning at a site level in order to align with strategic site footprints.
- Provide support & guidance to the Senior Manager to maintain operational efficiency within the wider workforce planning team.
- Perform in-depth analysis of forecasted contact volumes, performance trends to model staff scenarios for all channels and contact types for budget forecasts, including but not limited to, productivity & project initiatives.
- Production and maintenance of forecasts or schedules support optimal customer satisfaction and strategies.
- Identification & implementation of continuous improvement opportunities for the Workforce Planning process.

**What you'll need to succeed**
- Ideally, you will have experience in banking or a similar industry.
- Ideally, you will also have exposure to Contact Centre or Customer Service Workforce Planning.
- Risk Mindset -All employees are expected to proactively identify and understand, openly discuss and act on current and future risks.
- Experience in workforce planning, forecasting or scheduling in a contact centre environment.
- Advanced knowledge of workforce management systems and tools, such as Aspect, Verint, Genesys, etc.
- Strong analytical and problem-solving skills, with the ability to interpret and present complex data in a clear and concise manner.
- Some leadership experience is preferred.

**What you'll get in return**

Work from home in our hybrid (50% in office) work model. Make an impact in the future of retail banking technology. Engage in a friendly, collaborative, and inclusive work environment. Embed or step up into a leadership role.

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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