Workforce Planning Manager
7 days ago
At ANZ, we're dedicated to creating a world where people and communities thrive. Our mission is 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 pivotal role in shaping our strategic workforce planning initiatives. Your expertise will be crucial in optimizing our coaching workforce to ensure service level and efficiency goals are achieved.
You'll be responsible for delivering the best customer experience by supporting the placement of our Coaches as we scale the ANZ Plus proposition and grow. This role is accountable for:
- Workforce Planning Strategy
- Demand Forecasting & Supply Management
- Optimization of Customer Experience
- Staff Placement and Workflow
- Performance
- Establish key performance indicators (KPIs) to measure the effectiveness of workforce planning initiatives. Regularly monitor and analyse 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.
- Stakeholder Engagement
- Compliance and Risk Management
What will you bring?
To excel in this role, you'll need to bring the following:
- 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 the banking, telco, or financial services industry.
- 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 (Calabrio/NICE/Google).
- 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.
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. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.
To find out more about working at ANZ, visit ANZ Careers.
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