Workforce Planning Director

1 day ago

Docklands, Victoria, Australia Medibank Full time

About the Role

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 Workforce Planning Manager, you will be accountable for maximising the operational agility and productivity of the frontline workforce for Medibank Customer Operations & Provider Solutions.

The primary goal of this role is to develop the capabilities of the team and ensure they have the skills and capabilities required to meet the businesses WFM needs now and into the future. Key responsibilities include:

  • Collaborating with the leadership team to deliver operational efficiencies and corporate plan performance
  • Developing and maintaining positive working relationships with external vendors and resolving any issues
  • Identifying WFM improvement opportunities and driving best practice implementation, delivering an optimised workforce with reduced FTE that does not negatively impact the customer
  • Building, leading and developing the team capability through mentoring, coaching, recruitment, performance management, talent and succession planning
  • Working with resourcing and real-time analysts, as well as reporting teams to provide data-driven analysis to maximise delivery of service levels
  • Ensuring reporting identifies root causes & effect enablers & disablers to meeting service levels
  • Collaborating with the Customer Analytics team to ensure actionable insights are led through to execution and translated into measurable business benefits
  • Driving opportunities to improve quality of customer interactions via effective workflow management
  • Facilitating and leading key strategic pieces of work as required and driving outcomes and actions to be delivered on time and to the objectives set by the leadership team
  • Managing the delivery of overall reports and status updates

About You

To succeed in this role, you will need:

  • Experience in a leadership position delivering workforce planning optimisation, 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
  • A strong understanding of the commercial imperatives and business priorities for all customer channels and applying this knowledge to the Workforce Planning management function
  • Experience with the Genesys telephony platform and the associated real-time management system would be advantageous

This is a challenging but rewarding opportunity to make a significant impact at Medibank. With your expertise in workforce planning and management, you can help us deliver exceptional customer experiences and drive business growth. We offer a competitive salary package of $120,000 - $150,000 per year, depending on experience, plus additional benefits such as flexible working arrangements, professional development opportunities and access to our employee assistance program.

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