Forecasting and Capacity Planning Manager

2 months ago

Melbourne, Australia Bupa Full time

**About Bupa Asia Pacific**

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together - 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.

**Where are we heading?**

We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.

More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

**About the role**:
Reporting to the Head of Workforce Optimisation, the Forecasting and Capacity Planning Manager is responsible for realising and sustaining the full value of Active Operations Management (AOM) leadership disciplines across HI Operations and Enablement. This role is responsible for the reporting of insights associated with capacity optimisation activities within Health Insurance Operations, ensuring all key insights, analysis, reporting and statistical commentary on key reporting related to resources, Resource Planning, Customer experience, operational performance and risk management are accurately captured.

This is a permanent, full time, hybrid working position which can be located in Melbourne, Brisbane and Adelaide.

**How will I help?**

Key accountabilities of this role include:

- Providing governance to the relationship with ActiveOps including strategic discussions, contract and invoice oversight, CIQ version upgrades and deployment to new areas
- Building a consistent training and development platform for HI Operations leadership that includes developing new leaders to a minimum standard and developing existing leaders to maintain and grow their AOM Ccapacity
- Ensure the AOM methodology and behaviours are adopted and optimised consistently, and that successes and insights are shared across the operations
- Providing insights and information to ensure the cycle of “effective planning and review” is embedded in the operation and that the business is taking ownership of driving its performance
- Develop and manage long range forecasting tools and models for HI Ops team spanning Claims, Member Service, Partner Service and specialist supporting teams
- Forecasting and delivering recommendations around resourcing in line with each team to ensure staffing requirements are balanced within the operating budget
- Support stakeholder with the planning, management and implementation of medium to long-term forecasts
- Make recommendations using shrinkage targets to enable effective planning of activities
- Utilise key information and technology tools to produce reporting from WFM, Power BI, AOM, Genesys and other reporting sources

**What do I need?**
- Tertiary qualifications in business, data or workforce transformation
- Minimum 5 years in resource planning and back office operations, with demonstrated AOM experience
- Experience producing reporting and / or insights reporting on operational performance
- Previous reporting experience within workforce planning team
- Experience in Genesys, NICE, AOM and Aspect / Alvaria Workforce Management highly desirable
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes.
- Ability to work with ease in a rapidly changing environment.
- Well-developed analytical and problem-solving skills, with proven ability to adopt a pro-active stance towards business issues
- Demonstrated ability to communicate effectively with people at all levels to achieve the task at hand and to work under pressure whilst continuing to make effective decisions.

**Why work at Bupa?**
- We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, well-being, and futures.
- We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
- Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
- An additional annual leave day for you to focus on your wellbeing
- An additional volunteer day each you for you to give back to your community

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