Associate Vice President - Workforce Management

Job Description

Purpose - The role of the Consultant is to work collaboratively with leadership teams & colleagues across Enterprise Workforce Planning to deliver Workforce Capacity Plans & support an uplift in performance through utilising Workforce tools, business knowledge and finance inputs delivered to the business Head ofs & Executive. These will be enabled by building relationships, identifying opportunities to embed and elevate demand knowledge & utilising key workforce tools, which will in turn enable leaders to strive for high performing teams, with a growth mindset, that will benefit our colleagues and customers. The Consulted is a trusted partners across Enterprise Operations and the broader Operations services across NAB, thought leadership and execution of performance and operational excellence ​ This role has no BEAR accountabilities and is not a responsible manager. Experience 11+ yrs of total experience with minimum 7-8 years in exposure to WFM, Operational or Project Leadership role ideally within Contact Centre/ Financial Services and/or Banking sectors Experience in Workforce Tools & Methodology Business Improvement & Business Process re Key Responsibilities- Capacity planning, Forecasting & provide ad-hoc analysis which allows the Performance unit to manage demand according to the priorities. Develop and maintain workforce management models, insight reporting (WFM) and support business strategic deliverables. Stakeholder Management and clear understanding of the workforce methodologies Owning the Projects assigned and able to mitigate roadblocks with necessary success measures for optimum delivery and resolution Essential capabilities- Business Analysis & Problem Solving Understanding of how all the technology in the contact centre & Operations works Ability to blend and connect the right resources and ability to multi-task and adapt to changing priorities Stakeholder management from analyst to executive level Knowledge of Workforce Management Operations (Forecasting, Capacity Planning & Scheduling) Other capabilities Aspect Workforce Planning system knowledge. Control IQ/Workware system knowledge. Office 365 suite of product, i.e Excel and PowerPoint Show more Show less