Manager Wfm Direct

**Work type**: Permanent Full time
**Location**: NSW- Sydney CBD
- Leverage your leadership experience in this influential Manager role
- Bring your critical thinking and innovative mindset to drive change and uplift capability
- Make a genuine difference through the work you do

**It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you'll be recognised and rewarded for your contribution in return. You'll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It's a good time to see what more you can find at NAB as a Manager WFM Direct & Business Care.

**The role**:
This role is to provide strategic, process, policy directions and support to key stakeholders in terms of workforce management enterprise demand and forecasting to key stakeholders - in line with expected customer experience and colleague outcomes, and in line with financial obligations &/or goals agreed by the business.

As a Manager WFM Direct & Business Care, you are responsible to lead, support and manage a team of workforce planning professionals in terms of process, technical capability, in all forms of workforce management in pursuit of all business objectives and improvement action plans.

**Key responsibilities include**:

- Key contributor in partnership with Stakeholder & Finance teams in building and formulating the business unit strategy to achieve business goals and customer/colleague outcomes
- Consultations with key stakeholders to ensure that objectives, plans and KPI's are comprehensive, coordinated and appropriately prioritised
- Support achievement of agreed financial goals in relation to operational planning recommendations, costs and benefits analysis and quality of forecasting & planning outputs, known initiatives inclusive of +/- growth, escalation of risks, and recommendations to achieve the business outcomes
- Support & partnership with respective Partner WFM Teams, specifically Scheduling & Real Time team as well as Reporting and Analytics teams
- Provisions of overarching plan, inclusive of forecasts, capacity plan inputs,
- Coach, encourage and enable all team members to achieve their potential through training, and development opportunities, and assistance with effective career planning
- Ensure the achievement of agreed objectives for self and direct reporting
- Lead, motivate team members including modelling organisational behaviours

**What you will bring**:

- 3-5 years leading WFM Teams
- Experience utilising WFMS tools, preference to be highly experienced using Aspect/Alvaria
- Proven experience in medium/large WFM environments, primarily multiple channels, inbound, outbound & chat/messaging
- Ability to function in a virtual team environment, an ability to think for themselves and propose ideas/solutions as required
- Experience in contact centre highly regarded
- Disciplined delivery execution skills
- Team leadership, coaching & development
- Stakeholder management, influencing and relationship building
- Growth mindset
- WFM Fundamentals - complete understanding of WFM Fundamentals, end to end process from forecasting to scheduling & planning
- Advanced forecasting capability, an ability to manage/create all elements of a forecasting scenario inclusive of short-term, mid-term, and long-term forecasting and capacity planning

**Make a difference through your work**
At NAB, we work together to deliver exceptional outcomes that exceed our customers' expectations. We are an ASX listed organisation that has been serving Australian communities for more than 160 years. We are investing in positive change and our work changes the future of banking. Our colleagues have an impact far beyond work, and you'll be part of a team that is helping to solve some of society's biggest challenges.

**A diverse and inclusive workplace works better for everyone.**

At NAB, we are intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It is a huge part of what makes NAB such a special place to be.

**More focus on you**

We are committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities. For more informat