Workforce Planning Manager

**Req ID**: 74508
**Department**: AR Governance and Operation Excellence
**Division**: Australia Retail
**Location**: Melbourne
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: 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 key role in determining the strategic workforce planning initiatives, optimizing our coaching workforce to ensure service level and efficiency goals are achieved.
The Workforce Planning Manager will also ensure we are delivering the best customer experience by supporting the placement of our Coaches as we scale the ANZ Plus proposition and grow.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Permanent
**Role Location**: 833 Collins Street, Docklands VIC 3008
**Work Hours**: Full time
What will your day look like?
**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 grow and be successful in this role, you will ideally 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 preferably 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
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us?
From the moment you join ANZ, 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.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
Job Posting End Date
27/09/2024, 11.59pm, (Melbourne Australia)