Workforce Planning Manager

5 days ago

Melbourne, Victoria, Australia ANZ Full time

About Us

At ANZ, 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.

About the Role

As a Workforce Planning Manager in our ANZ Plus Coaching team, you'll play a key role in determining the strategic workforce planning initiatives, optimizing our coaching workforce to ensure service level and efficiency goals are achieved.

The Workforce Planning Manager will also ensure we are delivering the best customer experience by supporting the placement of our Coaches as we scale the ANZ Plus proposition and grow.

As a leader in the financial services industry, we're committed to delivering exceptional customer experiences and driving business growth through innovative solutions.

Key Responsibilities

  • Develop and implement strategic workforce planning initiatives to optimize our coaching workforce.
  • Collaborate with cross-functional teams to ensure alignment and effective execution of workforce planning initiatives.
  • Monitor and analyze performance data to identify trends and areas for improvement.
  • Establish key performance indicators (KPIs) to measure the effectiveness of workforce planning initiatives.
  • Foster a culture of data-driven decision making and drive operational efficiency and process improvements.
  • Engage with stakeholders to communicate workforce planning initiatives and outcomes.
  • Ensure compliance with regulatory requirements and mitigate risk.

Requirements

  • Strong leadership skills with the ability to motivate and inspire teams to achieve performance goals and deliver exceptional customer service.
  • Strong experience in workforce planning and optimisation or contact centre operations, preferably focused on resource management and real-time operations.
  • In-depth understanding of digital banking operations, including knowledge of digital channels, payment systems, and online security protocols.
  • Experience in implementing workforce planning programs and administering WFM platforms.
  • Excellent communication skills with the ability to interact effectively with stakeholders at all levels, both internally and externally.
  • Sound decision-making abilities with a strategic mindset and a track record of driving operational efficiency and process improvements.
  • Bachelor's degree in Commerce, Human Resources, Operations, Finance or a related field will be highly regarded.

What We Offer

We're committed to building a workplace that reflects the diversity of the communities we serve. 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.

We offer a range of benefits, including access to health and wellbeing services and discounts on selected products and services from ANZ.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated.

We're a diverse bunch at ANZ, doing different things in different roles and locations. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'.

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