Resource Planning Manager
The Commonwealth Bank Group is one of Australia's leading providers of integrated financial services. Retail Banking Services (RBS) is the Commonwealth Bank's largest business division and is focused on meeting the financial needs of customers seeking accessible and affordable banking and financial services.
About the opportunity
The Resource Planning Manager is responsible for supporting the resource planning stream. The core focus of the role includes ensuring the resourcing and recruitment models provide the appropriate flexibility and agility to meet business requirements.
You will deliver accurate staffing forecasts taking into account economic, product and risk factors as well as accurate assessment of capacity and shape future strategy in respect to operational efficiency, site location and skill allocation. The position works with all stakeholders to ensure the most effective schedules are generated across a multi-site virtual network.
What will success look like?
- End to end resource planning through eWFM including system configuration of scheduling methodologies
- Lead the resource planning work-stream of the project
- Identifying and acting on continuous improvement opportunities in strategy and process
- Integrate current and future state of the business, through modelling of special day, operational and budget staffing scenarios
- Deliver accurate assessment of capacity and shape future strategy in respect to operational efficiency
- Be accountable to deliver and download optimal schedules
- Take ownership to work with all stakeholders to ensure the most effective schedules are generated across a multi-site virtual network.
- Shrinkage management scenario planning/modelling
- Communicate effectively with stakeholders relating to any technical and non-technical issues around forecasting and scheduling
- Process large and varied levels of information to provide guidance on resourcing requirements and plans
- Optimising efficiency effectiveness of business unit by driving best practices analysis of existing processes
- Manage the flow of information between the various PWG delivering the final message to stakeholders
- Create and leverage value through analysis that provides insight into critical workgroup decisions regarding allocation of resources and opportunities to improve performance
- Develop risk/opportunity analysis based on understanding of business drivers and implications at various stages of the process
- Identify and address complex business problems relating to performance by designing and recommending insight-based analytics
- Work with businesses to ensure upcoming initiatives and projects are known and taken into account for forecasting and scheduling impacts
What will help you succeed?
- Strong forecasting experience and technical skills
- Demonstrated experience using Aspect eWFM or similar product
- Demonstrated experience in a similar role within a contact centre environment is advantageous particularly an understanding of call centre technology e.g. IVR, Real Time software
- Financial services industry based knowledge and/or experience / familiarity with bank products, systems and processes would be desirable
- Experience of working with the Genesys telephony suite
- Strong analytical skills
- Capability to drive change
Advertised:
14 Oct 2013 Aus. Eastern Standard Time
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