North Service Centre Reporting Analyst

7 months ago

Melbourne, Australia AMP Limited Full time

If you live in Australia or New Zealand, you’ve likely heard of AMP. But at a time when society is changing, we are too. We’re now a nimbler business with new leadership and thinking.

For us, these are exciting times. There’s a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more positive and powerful for the future

**Help people create their tomorrow, while you create yours**

We help people with their banking, super, retirement and finances. Through upturns, downturns, recessions, and major life transitions. Every day, we help people see and make more of their financial potential, so that they can create their tomorrow. And we’ve been doing it for over 170 years.

If we do our job well, we genuinely add to the prosperity of our country and its people.

**How you’ll make an impact**

At the heart of AMP’s strategy for North is the relationship with our Clients & Advisors. Our Advisor Value Proposition (AVP)is to deliver a service experience that is expert, personalised, consistent and timely. The key is to help Advisors realise goals for their customers thereby creating value for them and our shareholders. Our aim for North is to deliver this AVP consistently across all contact channels, operations and administration.

You will contribute to this by:

- Developing and maintaining reporting across contact centres and administration teams.
- Gathering, validating and documenting business requirements across Contact Centre and Administration teams.
- Analysing workforce trends and make recommendations for adjustments to staffing levels and load-sharing.
- Collecting and cleaning data from various sources in order to analyse and interpret data using statistical and analytical tools.
- Reporting on key workforce metrics, such as headcount, turnover and productivity.
- Identifying opportunities for process improvement and optimisation.
- Communicating workforce analysis findings and recommendations to key stakeholders at all levels of the organisation.
- Simplifying information and deciphering technical jargon so it is easily understood by our stakeholders.
- Building and managing effective partnerships that engage stakeholders in understanding issues, identifying innovative solutions and in supporting best practice outcomes.
- Communicating (both verbal and written) with stakeholders to mediate workable solutions to issues raised.
- Accountable for the completion of assigned deliverables with little day-to-day management.

**What you will bring to the team**
- A strong understanding of contact centre operations and workforce planning methodologies
- Previous real time analysis and reporting experience within workforce planning teams
- Experience using CXone and Enlighten preferred but not essential
- Proficiency with the Microsoft Office Suite (Particularly MS Excel)
- Attention to detail & accuracy
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes
- Ability to work in a fast paced and changing environment
- Strong analytical, reporting and problem-solving skills along with a proactive approach to achieve outcomes
- Ability to communicate effectively with stakeholders and leaders
- Ability to show initiative and work under pressure whilst achieving desired outcomes

**You’ll thrive here if **

If you can adapt from BAU to the ambiguous with ease, you’ll do well here. Change is never easy, so bring your commitment, grit and growth mindset.

Because we run lean, you’ll be expected to jump in and deliver across a variety of areas. Meaning, you’ll be closer to the action and executive decisions that influence where we go next.

If you’re someone that can hold their own, you’ll find AMP quite liberating.

**Why we think you’ll love working at AMP**

Doing what we’ve always done is not an option, so your clever ideas will get airtime here. You’ll be encouraged to speak up and try new things. If they don’t work, we move on - better for it.

We know there’s no one way of doing things. So, you won’t have to sacrifice who you are or how you work to fit in here. We’re inclusive and flexible in many of the ways you’d expect. And in some of the ways you wouldn’t. As long as your health and wellbeing come first - at home and at work.

In fact, most of what makes AMP such a welcoming, enjoyable place to work are our people. Wherever you go, you’ll find moments to connect, feel valued and do meaningful work.

Whether it’s through our first-class leaders who are invested in you and your success. Through year-round opportunities to volunteer, fundraise and give back to the community. Or in the everyday challenges you face as we work together to strengthen this great organisation. Challenges that will stretch you, amplify your potential and compound the impact you have.

**We believe in the power of inclusion and diversity**

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