Associate Vice President - Workforce Management

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

• Strong experience in Workforce Tools & Forecasting Methodology (not limiting to Average/ Weighted Average)

• Business Improvement & Business Process

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