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Workforce Planning Manager

2 months ago

Melbourne, Victoria, Australia Australia and New Zealand Banking Group Limited Full time
About the Role

As a Workforce Planning Manager at Australia and New Zealand Banking Group Limited, you will play a pivotal role in shaping the bank's strategic workforce planning initiatives. Your primary responsibility will be to optimize the coaching workforce to ensure service level and efficiency goals are achieved.

You will be responsible for ensuring the delivery of exceptional customer experiences by supporting the placement of our Coaches as we scale the ANZ Plus proposition and grow.

This role is accountable for:

  1. Demand Forecasting & Supply Management
  2. Optimization of Customer Experience
  3. Staff Placement and Workflow
  4. Performance

You will establish key performance indicators (KPIs) to measure the effectiveness of workforce planning initiatives. Regularly monitor and analyze performance data to identify trends and areas for improvement.

Achieve workforce KPIs including occupancy, adherence to rosters, response times, shrinkage, and adjustments.

Foster a culture of data-driven decision making. Consistently achieve service level performance by providing key partners with accurate, timely, and actionable insights to support both strategic and tactical plans.

Key Responsibilities

Some of your key responsibilities will include:

  1. Developing and implementing strategic workforce planning initiatives to optimize the coaching workforce.
  2. Collaborating with cross-functional teams to ensure the delivery of exceptional customer experiences.
  3. Establishing and maintaining key performance indicators (KPIs) to measure the effectiveness of workforce planning initiatives.
  4. Regularly monitoring and analyzing performance data to identify trends and areas for improvement.
  5. Fostering a culture of data-driven decision making.
Requirements

To be successful in this role, you will ideally bring the following:

  1. Strong leadership skills with the ability to motivate and inspire teams to achieve performance goals and deliver exceptional customer service.
  2. Strong experience in workforce planning and optimization or contact center operations, preferably focused on resource management and real-time operations preferably in the banking, telco, or financial services industry.
  3. In-depth understanding of digital banking operations, including knowledge of digital channels, payment systems, and online security protocols.
  4. Experience in implementing workforce planning programs and administering WFM platforms (Calabrio/NICE/Google).
  5. Excellent communication skills with the ability to interact effectively with stakeholders at all levels, both internally and externally.
  6. Sound decision-making abilities with a strategic mindset and a track record of driving operational efficiency and process improvements.
  7. Bachelor's degree in Commerce, Human Resources, Operations, Finance, or a related field will be highly regarded.
About Us

At Australia and New Zealand Banking Group Limited, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.