Position Description:
Your new role with Bendigo Bank is just a few clicks away.
About the role
Based at any of our head office locations, this permanent, full-time Senior Workforce Lead role reports to the Senior Manager Standard Workforce Practices with key responsibilities relating to providing deeper insights into our workforce capacity to respond to our demand across multiple functions and business units.
You will also provide the business with insights/recommendations to increase operational efficiency whilst reducing costs.
The role works broadly across the bank to ensure it has employees with the right skills working at the right time to meet our customers' expectations and needs.
You will bring your experience of a broad remit across all areas of the bank to streamline processes, challenge ways of thinking and ensure the right balance between staffing, productivity & costs.
You will work with stakeholders across the bank and ensure that workforce data will be provided to support both tactical and long-term decisions relating to the workforce of the Bank.
In addition, you will provide leaders information on their workforce as well as produce various workforce models and scenarios.
About you
To be successful in this role you will have:
Previous experience in a senior workforce planning role in a sizeable and complex workforce (Contact Centre, Operations or Banking preferred).
Ability to distil data & tell the story/so what to senior stakeholders across the business and able to challenge the status quo.
Strong commercial acumen and understanding of budgets and cost-benefit analysis.
Proactiveness and able to demonstrate initiative when it comes to problem solving.
Ability to contribute to a positive working culture and a high engaged and performing team culture.
Able to remain composed when receiving feedback and comfortable to have/receive tough conversations both as an individual and with your stakeholders.
Able to adapt in stressful situations and manage competing priorities.
Proven experience in budget and capacity planning ie: bottoms up forecasting.
High emotional maturity and intelligence.
Highly resilient and able to work at pace.
Strong attention to detail and able to interpret large datasets.
Strong stakeholder engagement and able to influence and drive change with senior executives.
Exposure to organizations/workforce that have gone through change and transformation.
Understanding of call centre telephony systems ie: AWS (preferred).
Knowledge of all contact centre metrics.
Deep knowledge of data analytics, reporting and providing actionable insights.
Strong knowledge of workforce planning methodologies ie: forecasting, capacity planning and workforce modelling.
Advanced knowledge of Excel and PowerPoint.
Previous experience using PowerBI and data visualization tools.
Previous experience using various workforce management systems.
Previous experience in finance or commercial type roles (beneficial).
Previous experience leading direct reports (beneficial).
We offer flexible work options that put our people first and a hybrid model of minimum x2 days in a local Head Office per week.
Must be flexible to travel across various locations interstate.
This role is a full time, permanent, based at any of our head office locations.
About Bendigo Bank
With over 7,000 employees, we are Australia's fifth largest retail bank with a vision our purpose – 'to feed into the prosperity of our customers and communities, not off it'.
We are one of Australia's most trusted brands and this isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at!
Find out more about us and our incredible history here: About us | Bendigo and Adelaide Bank (bendigoadelaide.com.au)
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business.
We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.
Our perks and benefits:
Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank.
We want you to be the best version of you, and to help you achieve that!
We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling.
At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.
So, what are you waiting for?
Come and join the better big bank!
Still in two minds?
Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application.
We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application!
Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!
We don't want you to be missed, so please note that directly emailed CVs may not be picked up by the system and may risk being missed from the process.
We love the support recruitment agencies give businesses every day, however, we have got this.
Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.
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