Workforce Planning Manager

• Permanent Full Time Opportunity
• You are an advocate of the importance of workforce management within a business
• You are passionate about data and have high level of analytical and data intelligence
• We are a high performing team who are focused on world class delivery for our stakeholders
• Together we can deliver an exemplary experience for Bankwest, our stakeholders and CBA Group

As a Contact Centre Operations & Planning Manager, you will lead a team of analysts to support with resourcing, planning, reporting or guidance and support to contact centre teams
See yourself in the team
The workforce optimisation team is responsible for building strategic and operational resource plans to support Bankwest contact, digital centre & retail operations. We help the business make important resourcing decisions by providing medium-long range forecasting and optimize business performance through data and insights
Do work that matters
Reporting to the Senior Manager Workforce Optimisation, you will provide medium-long term forecasting to inform resourcing requirements, budget planning and productivity initiatives. You will be responsible for the E2E medium term forecasting of all lines of business as part of the Bankwest budget process. You will collaborate with the business to ensure they are meeting their budget whilst delivering exceptional outcomes for our customers. You will drive robust conversations to identify operational efficiencies and lead the delivery of productivity initiatives in partnership with Finance and the business.
More specifically you will

• Manage key stakeholder relationships with business leaders (General Managers, Executive Managers, Senior Managers), Talent Acquisition, Learning & Development, Finance to deliver optimal business outcomes
• Lead and collaborate closely with the Business, Delivery, Strategy and Finance to build the annual budget plan for Bankwest
• Develop analytical models to forecast operational impacts for change initiatives. Support the Workforce Planning readiness activities that help reduce impact of change
• Leverage performance metrics and business intelligence to assist in making recommendations to management to provide tailored recruitment planning at a site level in order to align with strategic site footprints
• Lead and contribute to productivity initiatives to deliver operational efficiencies, cost savings and improved customer outcomes
• Conduct macro and micro analyses to forecast long-run volume trends and optimize resource plans to mitigate risks to meeting service
• Develop run-rate forecasts and work with key business stakeholders (incl Change management) to ensure they ‘close the gap’ to budget forecasts
• Support end-of-month budget reconciliation and reforecasting
• Provide Workforce Planning support for benefits assessment and project initiatives that impact the business
• Establish and chair key cadence to drive business and customer outcomes whilst balancing people and engagement

We want to hear from you if you have

• Experience in a Contact Centre environment within a Workforce Management Team
• Proficiency and expert level knowledge in Aspect OR any other leading Workforce Management software
• Ability to meet objectives and targets while working to deadlines and managing priorities
• Experience delivering outstanding service to external and internal customers
• Solutions oriented with a positive attitude and approach
• Understanding of provisioning and credit life cycle is desired
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 10/02/2024