Operational Workforce Strategist

2 weeks ago

Brisbane, Queensland, Australia ANZ Full time

About Us

At Suncorp Bank, you can build a career with exceptional growth potential, within a culture of purpose and belonging. As part of the ANZ Group, our team capitalises on its scale through successful real-time management and load sharing across departments.

  • Provide real-time direction and advice to stakeholders.
  • Monitor queues and staff adherence using real-time displays, escalating risks to performance.
  • Monitor and provide recommendations on people performance optimisation, flagging risks to performance.
  • Coordinate responses to events and outages.

Role Details:

Location: Brisbane QLD
Type: Permanent, Full-time (37.5 hours/week)

We have 2 available opportunities.

Your Day as Operational Workforce Strategist

You will be responsible for monitoring real-time queues and coordinating activities nationally, including recommending blocks of time for outbound calls and other tasks. Your duties include accurately collating all activities on a real-time basis to ensure up-to-date forecasts and accuracy in shrinkage and availability calculations.

  1. Make real-time and future-focused recommendations for load balancing across the bank and wealth divisions to ensure results are balanced across the network.
  2. Leave backfill for Planning Analysts as required.

We strive for Continues Improvement:

  • Identify trends and provide feedback and recommendations into the planning cycle.
  • Contribute to managing the Event Plan to respond and support an optimised end-to-end customer experience.
  • Explore data insights and Contact Centre best practice and bring recommendations for consideration.
  • Undertake productivity and project implementation analysis and scenario modelling as appropriate.
  • Ensure consistency of process and workforce solutions offering through development, application and continuous improvement of standardised and efficient processes and templates.
What You Will Bring

To succeed in this role, you will ideally bring the following skills and qualifications:

  • Tertiary qualifications in an appropriate discipline desired.
  • Strong experience in a variety of Workforce/Resource Planning roles mandatory.
  • Experience in management of effective relationships with stakeholders across a complex organisation mandatory.
  • Experience in an analytical/Real Time role desired.

We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.

Salary Range: AU$70,000 - AU$100,000 per annum, depending on experience.

From the moment you join us, you'll be doing meaningful work that will shape a world where people and communities thrive. But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

Join us, and discover why we're one of Australia's leading financial institutions. We're committed to building a workplace that reflects the diversity of the communities we serve. If you're a candidate with a disability or access requirement, please let us know about any adjustments you may require to our recruitment process or the role itself.

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