Operational Excellence Lead

4 days ago


Sydney, New South Wales, Australia NSW Department of Customer Service Full time

About the Job:

We are seeking a highly skilled and experienced Senior Manager, Workforce Capacity Planning to join our team. As a key member of our leadership group, you will play a critical role in shaping our workforce management strategy and driving business performance.

Your primary responsibility will be to lead and manage the design, development, and implementation of innovative workforce planning solutions to optimise resource utilisation and drive business performance. This will involve working closely with stakeholders to understand business needs, identifying opportunities for improvement, and developing and implementing solutions to address these gaps.

Key Accountabilities:

  1. Lead and manage the workforce management process, including designing, planning, and deployment of relevant tools and frameworks.
  2. Develop and maintain accurate forecasting, scheduling, and real-time management to meet business needs and drive continuous improvement.
  3. Manage a team to generate operational demand and supply forecasts, create a roster system in a multi-channel delivery model, and monitor resource utilisation for effective service delivery outcomes.
  4. Maintain effective relationships with business unit leads, centers of excellence, and other stakeholders to ensure seamless collaboration and communication.
  5. Identify and develop strategies to enhance workforce planning capabilities and improve operational efficiency.

About the Benefits:

As a member of our team, you can expect to enjoy a range of benefits, including a competitive salary, a dynamic and supportive work environment, and opportunities for professional growth and development.



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