Demand Planning Lead

About the role
At ANZ our purpose is to shape a world where people and communities thrive. We're making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things- whether they're buying a home, building a business, or saving for things big or small.
As part of the Financial Wellbeing Assist team the Demand Planning Lead will specialise in research and analysis to predict customer demand to guide operational resource requirements to meet customer serviceability, operational and regulatory targets. This role will engage in a variety of tasks such as creating and maintaining forecast models, inform operations of potential staffing gaps, assess future workforce demands as well as incorporating business intelligence and forecasting information gathered from stakeholders such as credit risk and finance. The incumbent is responsible for forecasting the demand for Financial Wellbeing Assist and working with the operational leads and performance lead on the available resources and capabilities needed to meet the demand.
The Demand Planning Lead will lead/drive monthly discussions across Credit Risk and Financial Wellbeing Assist (and with other stakeholders across the value chain) and consider data from many sources when arriving at their forecasts, including but not limited to strategy challenges, technology implementations, budgets, operational targets, and seasonal variances attributed to natural disasters, social and economic environments.
Role Location: 833 Collins Street, Docklands VIC 3008
Role Type: Permanent, Full-time
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Understanding of and experience in the regulatory and knowledge requirements for financial services contact centres.
Understanding of and experience in credit risk (problem loans) and/or demand forecasting specific Financial Wellbeing Assist (Collections, Hardship)
Proven ability in undertaking complex analysis using sophisticated processes and evaluating outcomes. Drawing essential links between disparate data. High level of competency of Excel and other data manipulation tools required. Demonstrated capability in understanding and executing all aspects of operational control, loading, scheduling, and sequencing.
Sound knowledge of forecasting and capacity planning at a strategic and practical day-to-day level. Deep knowledge of ATOM (or equivalent) and statistical forecasting techniques and the relevant management actions based on the analysis.
Excellent problem-solving skills using data to support recommendations and escalations.
Strong interpersonal skills and the ability to build effective relationships and communicate with a diverse range of people.
Highly developed skills in communication, negotiation, conflict resolution, facilitation and influencing change.
Experience in working in a dynamic operational work environment.
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?
There's something special about being part of ANZ. From the moment you join us, you're part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
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 and community you need to take the next big step in your career, towards even bigger things in the future.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
You'll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.
To find out more about working at ANZ or to view other opportunities visit . You may apply for this role by visiting ANZ Careers and searching for reference number 60396
Job Posting End Date
12/03/2024, 11.59pm, (Melbourne Australia)