Workforce Optimisation Manager

**What makes us, us**

Established in 1840, we're Australia's first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we've grown to a company of more than 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members' and customers' wellbeing journey

There are four key attributes that set us apart:

- **Good people**: We strive to set ourselves apart through the capability, warmth and expertise of our people.
- **Wellbeing experts**: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
- **Long-term commitment**: As a member-owned company, we've been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
- **Driving positive impact**: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of **bold**, **warm** and **honest**

**Our Opportunity**

We have an exciting opportunity for a Workforce Optimisation Manager to join our Health Insurance Services team. As the Workforce Optimisation Manager, you will play a critical role in the workforce planning and management of our Contact Centre(s) and Operational Teams.

This role will create, own and execute the workforce planning strategy delivering our strategic objectives; customer value proposition (CVP), employee value proposition (EVP), service standards and service excellence in a commercially viable way. You will lead an effective Resource Management team delivering Forecasting, Scheduling, Rostering, Real Time Management, Telephony Administration, Reporting and FTE budget and recruitment plans.

In addition to this this role you will coach and develop all team members and Health Insurance Leaders in Resource Management foundations, as well as using data and insights to identify and recommend people, process, system and customer improvements.

**What you will do**
- Lead the delivery of accurate Resource Management services (forecasts, rostering, real time management, telephony administration etc) for Contact Centres, and Operations while continuing to evaluate models, assumptions and requirements to improve accuracy of services.
- Deliver, enhance and develop insightful reporting to assist the business in understanding performance
- Work collaboratively with internal and external stakeholders to ensure workforce plans deliver the best outcomes for each area
- Ensure teams have the resources and knowledge necessary to deliver on member, customer and employee value propositions whilst achieving business objectives
- Lead and motivate the team to improve the services of the Resource Management team to match to business needs, industry standards and trends or to enable innovation.
- Considering sales, product and marketing plans, recommend a workforce optimization strategy to deliver on customer and employee value propositions and commercially sound business objectives.
- Lead, motivate, and coach direct reports to deliver Resource Management suite of services to achieve customer and employee value propositions the monitoring of performance metrics for individuals and the team and delivering regular coaching, one to one, development plans, succession plans and team meetings to drive a high performance team
- Actively support the business and team through change management and implementation

**What we are looking for**

We are looking for a proactive and committed leader who is particularly passionate about achieving exceptional results, receptive to continuous change and a role model for peers.

Your skills and experience will include.
- Role model values with everything we do and create a team culture of **Values in Action **to help self and our people to thrive
- Be an **adaptive leader **to coach and develop our people in new ways and within new environments to ensure each person is delivering or above against each individual goals
- Significant experience in a workforce management role coupled with a thorough understanding workforce management principles & methodologies
- Technology skills in Genesis Telephony system, workforce management systems and an advanced knowledge and experience with Microsoft Office suite would be highly regarded
- Be a champion of change throughout the team and the RM services ensuring that change is delivered successfully.
- Ability to drive and increase a positive working culture
- Independent, self-motivated and well organised with the ability to work as a team

**Our Benefits**

You will enjoy a range of great employee benefits and rewards including:

- Competitive Remuneration and variable bonus
- A range of attractive product and service discounts from Australian Unity's Retail and Wealth Manag