Senior Manager Workforce Optimisation, General Insurance
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Job no: 40049336_11022019
Business group: Retail Banking Services
Grade: CBA AMD
Work type: Permanent full time
Location: Sydney Olympic Park
Categories: Insurance - General
Do work that matters
The role is primarily responsible for leadership of the Workforce Optimisation function of General Insurance, comprising of forecasting, scheduling and real time analytics staff, ensuring both internal and external customer service level agreements are met.
See yourself in our team
The Workforce Optimisation team is responsible for forecasting (short, medium and long term) and scheduling of activities, as well as real time optimisation of both the Customer Operations and Claims frontline teams. Workload is comprised of both customer facing and task based activity, with an increasing shift to digital activity as opposed to telephony.
In any given week you will
(A snap shot)
- Lead the workforce optimisation function to support the General Insurance customer facing teams in delivering an outstanding customer experience at all times
- Manage, coach and develop the Workforce Optimisation team to meet and exceed KPI’s around forecast variance, accurate reporting analysis, as well as engagement with the business
- Provide thought leadership on workforce optimisation strategies to support the 2020 workforce model
- Develop innovative resource management solutions and drive their implementation through the use of effective communication and influencing techniques
- Effectively manage stakeholder relationships at all levels of General Insurance
- Leverage and maximise technology (including identifying enhancements to existing technology) to drive improvements to the overall customer experience
- Support and drive the digitisation of the General Insurance Claims and Customer Operations functions
- Maximise resource effectiveness through the production and design of flexible working models on a regular basis. This includes; managing the shift review process by analysing call arrival patterns, producing a workload forecast, creating the necessary shifts, implementing and administering the new shifts
- Develop strategies for the WFO team to measure and manage shrinkage so that these activities contribute positively to overall business performance; including tracking and reporting
- Act as an SME on the Event Management Team as required
Your path looks like
If you live the values and demonstrate the people capabilities we can offer great opportunities. Whether you want to move across the organisation or up into a leadership role, the way you live the values and demonstrate the people capabilities are key.
We're interested in hearing from people who:
- Have proven Resource Planning people leadership experience in a contact centre or operational environment, including the coaching and development of experienced planners and analysts
- Are experienced in driving transformation within an operational environment
- Can demonstrate the ability to develop valuable insights from large volumes of data, using analytics and problem solving skills
- Have the ability to effectively manage stakeholder relationships, and drive influence at a senior level
- Are willing to take ownership and accountability of work
- Have the ability to attract retain and grow talent
As well as the above exposure to a General Insurance environment and a high level operating knowledge of Microsoft products will be highly regarded.
At CommBank, we’re committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value’s driven organisation, we nurture and support our people; through focusing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities. At CommBank you can be you.
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For further information, please contact Deborah Swaine in the Talent Acquisition Team.
Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time
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