Manager, Workforce Optimisation

3 days ago

Melbourne City Centre, Australia NAB Full time

Manager, Workforce Optimisation
- Job number: 802529
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Work type: Permanent Full time
- Closing at: Aug 19 2025 - 23:55 AEST

**Favourite**

This role is responsible for optimising operations scheduling, providing real time insights, identifying and addressing critical business performance issues, and ensuring service level agreements are maintained, by continuous monitoring of workflow across the business to create efficiencies. The role holds accountabilities for incident and outage management as well as oversight of the Business Continuity Plan for Personal Direct and some other NAB major contact centres. The role will also be accountable for ensuring adequate support to people leaders, allowing all staff to be able to participate in continuous growth in job specific training and career development.

**Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else.**Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.**

**In this role you will**:

- Improving overall productivity and efficiency within Personal Direct
- Managing resources, planning and forecasting aligned to future growth
- Influencing leadership team through regular reporting and updates using data and insights to optimise operational outputs
- Ensuring all customer transactions are actioned within agreed service levels and timeframes for Personal Direct to ensure optimal customer experience
- Proactive identification of Personal Direct hotspots or opportunities to improve
- Managing customer escalations to ensure positive outcome
- Leading, coaching and motivating the team to achieve business and personal goals

**We’re looking for the best and brightest to deliver the best for our customers. You will need**:
You will be tertiary qualified - preferably in a Business, finance, operations, or general management qualification
- At least 4 years’ experience in operational performance management activities
- Banking experience essential, contact centre workforce management experience preferred
- Optimisation, improvement and business planning activities and acumen.

**A diverse and inclusive workplace works better for everyone.**

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**Join NAB**

If you believe this role suits you, please apply. Note that screening and interviews may occur before the job advert closes. Unsolicited CV’s from agencies are not accepted.

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