Workforce Planning Analyst

Organization: At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact that we can make with our work. Together we can achieve great things.

Job Title: Workforce Planning Analyst

Location: Bangalore

Business & Team:

Retail Banking Services (RBS) is the public face of CommBank, delivering a seamless banking experience for the future, to our 10 million + personal and small business customers. We offer market-leading products and services, supported by some of the world’s best systems and processes

The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels. This includes but is not limited to Contact Centres (Direct Banking, Direct Lending & Financial Assistance Solutions), across a number of existing and future channels.

Current channels may include but are not exclusive to Inbound, Outbound, Appointment Booking Systems, Webchat, Email, Online Channels, Video Conferencing, Case Management & Back Office.

The Real Time Support team is responsible for executing the operational delivery plan. They do this by ensuring that operational targets are met and ensuring compliance to operational targets via adherence, performance impact mitigation, crisis management and operational real time performance reporting.

Impact & contribution:

• The role of the Workforce Planning Analyst is to provide short/medium term forecasting to inform resourcing requirements,
• budget planning and productivity initiatives.
• You will partner with the business to operationalise long term budgets and resource plans to meet service obligations.
• You will work closely with Operational Teams inclusive of EM, SM & TL’s in relation to setting the strategic workforce plan for CSD
• You will partner closely with the WFP Teams in making changes, adjustments or diversions from the plan.

Roles & Responsibilities:

• Schedule resources to support business KPI's, Service Levels and training targets.
• Provide key stakeholders with scheduling advice, impact assessments & performance planning packs.
• Act as a trusted advisor to the line of business you support. You will be considered a trusted source of advice for
• recruitment strategies and workload requirements.
• Manage scheduling requests up to 30 days ahead of time of all colleagues and their activities such as annual,
• RDOs/flexi days, training, meetings, 1:1s and development sessions in consultation with the business to maximise
• business performance.
• Meet strict business deadlines for the delivery of key management information on a day-to-day basis.
• Create and maintain accurate employee records using specialist workforce planning tools.
• Complete strategic forecasting of workload, including trending & any impact factors.
• Analyse WFP related information into insightful presentations to help stakeholders understand their business
• performance metrics.
• Follow, build & maintain standard operating procedures.
• Work within a small team to deliver the ultimate experience to our stakeholders & customers.
• Know the key risks associated to your role, be able to identify them through root cause analysis.
• Escalate risks appropriately and take ownership until resolution is found.

Essential Skills:

• 3 years of relevant experience as Workforce Analyst
• Risk Mindset –All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
• Experience in a in a busy Contact Centre environment · Ability to meet objectives and targets while working to deadlines and managing priorities ·
• Excellent interpersonal and communication skills · Excellent planning and organizational skills · Experience delivering outstanding service to internal customers
• Great problem solving and analytical ability · Proficiency in all MS Office software with advanced knowledge in Microsoft Excel · Solutions oriented with a positive attitude and approach .
• Due to current workforce management technologies in the group, any qualifications from the Verint, Genesys and Avaya product suites would be an advantage · Relevant Tertiary qualifications would be advantageous

Education Qualification:

• Bachelor’s degree in Business Management/ Business Administration/ Computer Applications & Commerce