Head of Workforce Optimisation

At Bupa, we are on a mission to be APACs most customer centric healthcare organization.

The Head of Workforce Optimisation (WFO) is a senior leadership role within Bupa Health Insurance (HI) Customer Channels and Growth group and is pivotal to delivering on the customer transformation and people strategy.

This leader will drive the strategic vision for optimising workforce performance across all customer channels and is tasked with implementing and leading best-in-class workforce management practices to drive optimal customer experiences, increase staff engagement, and improve channel performance.

Roles like this do not come along oftenand so if you are an experienced large-scale Workforce Operations leader looking for a role with impact then read on.

We are looking for a forward-thinking, data-driven, and engaging senior leader who is passionate about enabling frontline teams to deliver amazing customer and people outcomes,

Sound like you?

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and hybrid work arrangements, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

**Role responsibilities**:
**Strategic Workforce Leadership**:

- Set the strategic direction for Workforce Optimisation, ensuring alignment with the organisation’s channel service strategy.
- Lead the development and implementation of workforce management strategies that optimise customer and people outcomes, and meet workforce agreement obligations.
- Establish forecasting practices and operating rhythms that enable effective operational and financial planning and execution.
- Ensure workforce planning, scheduling, and realtime operations and outcomes are best-in-class.
- Ensure staffing levels are appropriate to meet the customer, financial, and operational requirements.
- Collaborate with channel leaders and enablement teams to ensure the workforce optimisation function is aligned and embedded into the way the channels operate.
- Collaborate with senior leaders, including technology, product, Operations, technology, and risk, to integrate workforce strategies with the broader business objectives and regulatory requirements.
- Own the relationship with key workforce technology vendors

**Team Development and Leadership**:

- Lead, mentor, and inspire a team of Workforce Management professionals, with a focus on efficiently enabling frontline teams to deliver brilliant customer outcomes.
- Cultivate a high-performance culture that encourages collaboration, innovation, and professional growth within the team, ensuring they are equipped to manage the complexities of a multi-channel environment.
- Set clear expectations and performance goals, providing regular feedback and coaching to develop future leaders within the team.
- Foster a team environment that values diversity, inclusion, and a shared commitment to excellence in member service, particularly in ensuring the fair treatment of vulnerable customers.

**Data-Driven Decision Making**:

- Champion the use of analytics and data-driven insights to guide workforce optimisation strategies across all interaction channels.
- Lead the development of predictive models and frameworks that enable the team to proactively address workforce challenges
- Ensure the integrity and accessibility of workforce data, collaborating with Technology and data teams to leverage reporting, analytics, and visualisation technologies.
- Provide strategic insights and reports to senior leadership, highlighting key trends, opportunities, and risks in workforce performance

**Industry Leadership and Connection**:

- Represent the Customer Channels and Growth group as a thought leader in areas related to workforce optimisation.
- Stay ahead of industry trends, emerging technologies, and best practices, ensuring the organisation remains a leader in workforce optimisation
- Share insights and learnings with internal teams, driving strategic decisions that position the organisation as a leader in multi-channel contact centre management.

**What do I need?**
- Minimum of experience (10+ years) couple with bachelor's degree in a business-related field or equivalent experience
- Experience and technical expertise with ‘best practice’ workforce management tools and technologies
- Good communication skills, presentation excellence, information analysis & interpret capability (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
- Detailed knowledge and experience of managing large workforce planning teams across multiple sites and vendors.
- Previous leadership experience within operations teams or senior management position
- Exceptional analytical and technical skills
- Experience working with NICE WFM, Amazon Connect, Sprinklr highly desirable
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