Manager, Workforce Optimisation

6 months ago

Melbourne, Australia UniSuper Full time

**About US**
Are you ready to take on new challenges, drive excellence and shape UniSuper’s success? Join UniSuper as a leader and empower your team within an industry-leading culture, driving simplification and performance.

The Member and Advice (M&A) business unit brings together all customer facing teams with the ambition to deliver a consistently high-quality end to end service and advice experience.

This role is accountable for maximising the operational agility and productivity of the Member & Advice workforce in order to service our members effectively and provide exceptional outcomes.

**The role**
Within our Member & Advice division this position sits within the Enablement & Business Management function where you will lead an engaged, collaborative, and innovative team and will drive cross-skilling efforts to eliminate single-point sensitivity, ensuring bench depth and career growth.

In this critical role, you will be responsible for developing precise workforce forecasting models across short, medium, and long terms, as well as overseeing capacity and resource planning.

You’ll also champion best practice in workforce management strategies and leverage data insights to bring to life continuous improvements, enhance efficiencies and reduce costs.

In addition, your key responsibilities include:
**Workforce Planning**:

- Collaborate with M&A leadership and various business units to create an effective staffing strategy
- Develop precise forecasts for near-term hiring needs and assess the necessary skills for new employees
- Translate complex workforce data into actionable insights tailored for different audiences
- Monitor, review, and report on resource allocation and deployment to identify areas of risk

**Workplace Optimisation**
- Develop a comprehensive workforce plan considering people and capabilities as well as regularly review and identify opportunities for workforce optimization
- Provide recommendations to the M&A leadership team on achieving efficiencies and cost savings within the workforce

**Data Insights**:

- Develop effective business intelligence strategies and analytics solutions
- Boost customer and employee productivity through data-driven approaches
- Communicate and track key performance metrics across departments
- Create management reports for senior leadership decision-making

**About You**
We’re seeking a seasoned Workforce Planning Manager who brings a wealth of expertise to the table. Your track record should include successfully building and implementing workforce management plans. Whether you’ve fine-tuned existing strategies or created them from scratch, your hands-on experience is crucial.

We are looking for someone with a forward-thinking mindset with keen insight—an individual who can spot opportunities for improvement and drive positive change.

Your ability to stay outcome-focused and chart the path toward success is essential and as a thought leader in workforce planning, you’ll help shape our future by planning strategically and ensuring alignment with our organisational goals.

In addition, your strong influencing skills and ability to respectfully challenge where required will be key in fostering collaboration and driving results.

Key technical skills required:

- Experience working with call centres utilising Genesys Cloud CX and/or Workforce Management software tools
- Proficient in business intelligence tools, software, and dashboards
- Relevant qualifications in Business, Data & Reporting

UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

- A personal development budget of $1500 to support employees in their professional growth.
- Exceptional parental leave to support employees in balancing their work and family responsibilities.
- Mental physical and financial well-being initiatives

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