Planning Lead, CSO Transformation

• This role is a part of a broader team that acts as Centre of Excellence for Capacity Management across Customer Service Operations and Contact Centre.
• Identify and implement key initiatives to ensure the team continues to develop
• An innovative, flexible and collaborative work environment

Role Location: 833 Collins Street, Docklands

Role Type: Permanent Fulltime

As the Planning Lead, you will be responsible for the management and mentoring of the Resource Planning professionals to develop and continuously improve the resource planning function by providing leadership, technical and theoretical support to the Resource Planning team.  

You will fulfil a key relationship interface with the Leadership team and facilitates modelling advice & guidance on how best to utilise resource planning to achieve business objectives.  You will also facilitate the analysis and recommendations for strategic initiatives and oversees the long term planning and business capacity planning.

To be successful in this role, you will ideally bring the following -

• Strong understanding of Financial Services in Australia, the major drivers of change and how they will influence ANZ
• Understanding of contact centre and or operations management disciplines and technology. Strong operational experience in a high-volume consumer services business
• Advanced Excel skills. Analytical skills and ability to present and communicate in a logical way
• Experience in Workforce Planning. Has knowledge on Aspect WFM, Genesys and Avaya CMS systems highly desirable
• Specialist  knowledge of Resource Planning practice and methodology and understanding of Contact Centre metrics and their relationships
• People leading experience and SQL experience is preferred

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.

We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.

A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.

ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.

We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and search for reference number AUS114669.