Resource Planning Manager

1 month ago

Sydney, Australia Commonwealth Bank Full time

**Your team**

This role sits within Group Customer Relations (GCR) which is our centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers. GCR oversees complaint handling for the Group and manage escalated and complex complaints. Through the complaint process, we identify breakpoints in products, services and processes and influence change to deliver a better experience for our customers. GCR strives to continually improve our complaint management systems, uplift capability and produce insightful reporting to help our people better identify, manage and prevent complaints.

**Do work that matters**

The role of the Resource Planning Manager is to expand upon the resource plan, support business strategies and provide a capacity planning service to the business. You will play a critical part in the management of the Channel Budget & Resource Plan, and will partner with operational & support EM & GM levels as part of their normal day to day process.

You will develop and manage internal and external relationships with key business unit contacts, partners, and suppliers as they relate to skill resource management & supports the project program managers to effectively resource the project to meet objectives.

**Specifically you will**:

- 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 medium and long 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 budget and capacity plans to support optimal recruitment and staffing strategies.
- Identification & implementation of continuous improvement opportunities for the capacity planning process.
- Delivers actionable analytics regarding trends and opportunities, impact of potential changes, and overall business performance.
- Perform in-depth analysis of drivers of attrition among key roles.
- Collaborate closely with senior Finance Analysts in finalising commercial plans for the business both budget, operational and forecast for financial year planning purposes

**We’re Interested in Hearing from People Who Have**:

- Experience in a in a busy, commercial, competitive WFP/Contact Centre environment
- Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions)
- Excellent interpersonal and communication skills
- Great problem solving and analytical ability

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Advertising End Date: 25/04/2024

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