Workforce Planner

About the role – Permanent, full-time 

As the Workforce Planner within People First Bank's Group Fraud Management- Operations team, you will be at the centre of ensuring our frontline fraud and scam prevention specialists have the right people, in the right place, at the right time to protect our customers and uphold our Scam Safe commitments.

You will combine data-driven forecasting with strategic resource planning to keep our 24/7 operations running seamlessly by balancing efficiency, compliance, and customer protection outcomes.

Key responsibilities include:

• Forecast and plan workforce requirements to support extended-hour scam and fraud prevention operations, ensuring optimal coverage, efficiency, and service quality.
• Design and publish rosters that align with demand forecasts, team skill sets, and industrial agreements.
• Analyse operational and call volume data to identify trends, optimise capacity models, and provide actionable insights that improve resource allocation and SLA achievement.
• Collaborate closely with GFM leaders to align staffing strategies with business objectives, regulatory expectations, and the Scam Safe Accord framework.
• Monitor workforce performance and utilisation, producing meaningful reports that drive continuous improvement in operational efficiency and customer experience.
• Manage day-to-day workforce adjustments including unplanned absences, new starter onboarding, and backfill requirements to ensure uninterrupted service delivery.
• Contribute to strategic initiatives and process improvements, including the implementation of new workforce planning tools and methodologies.
• Champion a culture of safety, compliance and collaboration, ensuring rosters and work practices support employee wellbeing and fatigue risk management.

About you:

You are a proactive planner and problem-solver who thrives on bringing structure, insight, and balance to a fast-moving operational environment. You know how to turn data into action and people into high-performing teams.

To succeed in this role, you will bring: 

• Relevant qualifications in business, commerce, human resources or equivalent experience, demonstrating your foundation in operational planning and workforce optimisation.
• Proven experience in workforce planning or contact centre operations, with a strong understanding of rostering, capacity management, and service delivery dynamics.
• Analytical strength and data fluency, with the ability to interpret complex information, identify patterns and trends, and translate insights into actionable workforce strategies.
• Excellent communication and stakeholder engagement skills, enabling collaboration across teams and clear presentation of workforce insights and recommendations.
• Proficiency in workforce planning systems, CRM tools, and Microsoft Office, coupled with strong attention to detail and accuracy.
• A collaborative leadership style, fostering teamwork, motivation, and mutual respect across all levels of the organisation
• Resilience and adaptability, able to perform in a dynamic, high-demand environment with shifting priorities and multiple stakeholders.

Location:

Whilst our primary office locations are in Adelaide and Brisbane, we are pleased to be able to consider applications from employees within Australia for this role. We also encourage you to put thought into how the work may be undertaken given your location and what support you may require.  

Hours of work

This role requires availability for rotating shifts across a 24/7 roster, including nights, weekends and public holidays.

Why you'll love working with us: 

People First Bank – our new brand – says exactly what we're all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You'll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:  

In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual bank.  We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. 

With a vision 'To deliver positive change through banking', People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We're big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by COB Monday 10th November. 

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.