Workforce Planning Manager

2 weeks ago

Docklands, Victoria, Australia Medibank Private Limited Full time

The Opportunity

At Medibank, we are committed to delivering exceptional customer experiences through optimized workforce management. We are seeking a dedicated Workforce Planning Manager to join our dynamic Workforce Optimisation Team.

This is a permanent full-time role working from home. As a Workforce Planning Manager, you will be accountable for developing the capabilities of the team and ensuring they have the skills and capabilities required to meet the business's WFM needs now and into the future.

Key Responsibilities:

  • Collaborate with the leadership team to deliver operational efficiencies and corporate plan performance.
  • Develop and maintain positive working relationships with external vendors and act as a conduit to resolve any issues.
  • Identify WFM improvement opportunities and drive best practice implementation, delivering an optimized workforce with reduced FTE that does not negatively impact the customer.
  • Develop a strong understanding of the commercial imperatives and business priorities for all customer channels and apply this knowledge to the Workforce Planning management function.
  • Build, lead, and develop the team capability through mentoring, coaching, recruitment, performance management, talent, and succession planning.
  • Work with the resourcing and real-time analysts, as well as reporting teams, to provide data-driven analysis to maximize delivery of service levels.
  • Ensure reporting identifies root causes and effect enablers and disablers to meeting service levels.
  • Work closely with the Customer Analytics team to ensure actionable insights are led through to execution and translated into measurable business benefits.
  • Identify and drive opportunities to improve the quality of customer interactions via effective workflow management.
  • Facilitate and lead key strategic pieces of work as required and drive outcomes and actions to be delivered on time and to the objectives set by the leadership team.
  • Manage the delivery of overall reports and status updates.

About You

  • Experience in a leadership position delivering workforce planning optimization, reporting insights, and delivering quality frameworks.
  • Experience with people management, including recruitment, capability development, mentoring, and performance management.
  • Strong stakeholder management experience and proven experience in building key relationships.
  • Excellent analytical and problem-solving skills.
  • Knowledge and understanding of the health, finance, or insurance industry within Australia is desirable.
  • Experience with the Genesys telephony platform and the associated real-time management system would be advantageous.

We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ individuals. For any adjustments or alternative formats during the recruitment process, please contact us at .

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