Lead Resource Planning

4 days ago

Sydney, New South Wales, Australia NAB Full time $120,000 - $150,000 per year
  • Opportunity to develop your leadership skills in a new environment.
  • Play a vital role in overseeing operational support across a crucial, fast-paced business area.
  • You will be tasked to find the simple solutions when things are complex or don't make sense.

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 the role of a Lead, you will join the Workforce Optimisation Team that's doubling down on keeping it simple.

Each day, you'll go above and beyond to:

  • Provide support to Personal Direct contact centre teams, by overseeing the scheduling activities for our phone-based customer facing colleagues.
  • Analyse internal and external industry trends, competitive threats and expansion opportunities to drive workforce strategies and decisions to develop large, complex schedules and interval shrinkage plans that improve the customers experience at NAB.
  • Provide guidance and advice to stakeholders and influencing decision making where required to ensure full optimisation of their workforce.
  • Drive business priorities to deliver an efficient and consistent customer experience aligned to PB strategy.
  • Manage and lead a team of Resource Planning Analysts including coaching and developing team members to ensure Analysts are continuously improving in scheduling practices.

We're looking for the best and brightest to deliver the best for our customers. You'll need:

  • Proven knowledge of workforce management and resource planning practices.
  • Previous exposure to change management or workplace transformation.
  • A thorough understanding of contact centre principles and methodologies.
  • Strong work ethic and people leadership skills.
  • An analytical mindset with strong numerical skills and attention to detail.

A diverse and inclusive workplace works better for everyone
We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues' unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB
If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.

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