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Analyst, Resource Planning

NAB - Sydney, NSW

Source: uWorkin


About the Role

An exciting opportunity has come available for a self-motivated Workforce Planning Consultant to join our team based in Miller St, North Sydney. You will be supporting our Wealth Remediation Support Centre teams and be responsible for Workforce Management practice whilst providing a high level of service to key stakeholders.

Key Responsibilities

  • Ensuring the most effective and efficient provision of labour to support critical WRSC contact centre and operations activities
  • Completing all scheduling requirements, including creating and optimising of rosters
  • Production and maintenance of workload and FTE requirement forecasts to ensure optimal resourcing requirements to achieve grade of service benchmarks.
  • Using best practice to maintain business targeted service levels
  • Running weekly forecast/outlook meetings with stakeholders, while providing insights and recommendations for decision making
  • Maintenance of the group-workforce management systems
  • Process improvement to increase the effectiveness and efficiency of the workforce planning function

About you

To be successful in this role you will posses:-

  • 3+ years of experience in a demand-driven customer support environment (financial services and/or contact centre/operations environment preferable)
  • 3+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
  • Experience building and analysing models using various statistical tools for forecasting and optimisation
  • Experiences with AWS Connect and Verint desired but not essential
  • Exposure and an understanding of a contact centre and operations environment, workforce management methodologies and an understanding of the navigation of Workforce Management Software (eWFM) is highly desirable.
  • Ability to work cohesively with business leads and manage stakeholder expectations appropriately.
  • Strong analytical, problem solving, planning and prioritisation skills
  • Outstanding verbal and written communication skills.
  • Demonstrated ability to analyse and interpret and relay data clearly.
  • Advanced Microsoft Office Skills (Excel, Word and PowerPoint).
  • Tertiary qualification in Accountancy, Technology, IT, Business or Finance is preferential

The Benefits
From education and volunteer leave to learning benefits and banking discounts, we offer access to a wide range of employee benefits. For more information please visit here.

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.

Please note this role is part of the Remediation team that is transitioning to NAB ownership on 1 April 2021 and as such, will not be part of the proposed sale of MLC to IOOF.

*Please note, the sale of IOOF is still subject to APRA approval.