Westpac Group has a rich heritage and offers employees a multitude of opportunities. We aim to attract the best people inside and outside of the business - building an organisation where the best talent thrives.
**How will I help?**
This Resource Planner is responsible for managing Service Desk's pipeline of activities and the supply of resources to meet the demand. The role ensures appropriate allocation of resources and uses data to accurately forecast business needs assisting operations leaders with understanding business impacts relating to resourcing and demand.
The Resource Planner drives operational excellence through the production of reliable demand forecasts, driving resource optimisation across the business by closely collaborating with the operations teams, understanding the landscape, and effectively using data to predict the current and future needs of the business.
The role is expected to work across all facets of the Workforce Planning Cycle including forecasting, scheduling, adherence & real-time monitoring, governance & reporting and operational support.
**What will you do?**
- Prepare demand and resource forecasts using a variety of inputs including historical data, seasonality, forthcoming changes, and business inputs etc.
- Analyse forecasts vs actual outcomes to understand drivers of variance and remedy to improve the accuracy of WFP activities.
- Work with leaders to optimise work patterns, breaks and shrinkage in line with customer demand.
- Record and monitor business, resource, and seasonal changes through proactive resource planning for expected changes in profile and workloads, reporting and results.
- Analyse data to identify areas where key measures can be improved and implement strategies to achieve in collaboration with operations leaders.
- Collaborate with operations leaders to understand resourcing requirements/capabilities/opportunities and reflect this in the delivery of forecasting activities.
- Develop simple, easy to use reporting which assists operations leaders in effectively managing their workforce planning needs.
**What's in it for me?**
You will play an important and significant part in the future of a business that has been around for 200 years. Our vision is to become one of the world's great service companies. So, we will support you in the development of your career, with internal career prospects and flexible working. You will also be backed by a fantastic team of people in a can-do, supportive structure.
**What do I need?**
Skills & Experience:
- Extensive proficiency using Verint.
- 2+ years in a similar role.
- Strong experience in workforce planning role in an operations environment, preferably within financial services and/or banking. Contact Centre experience highly desirable.
- Excellent analytical and problem-solving skills, including the ability to interpret data and identify evolving trends/issues.
- Excellent use of tools and software to present information in a logical and professional way including Excel.
- Meticulous attention to detail and ability to juggle numerous priorities.
- Strong stakeholder engagement and presentation skills.
- Highly developed analytical skills.
**What is it like to work in Westpac?**
As well as good pay and a great culture, joining the Westpac family means you will get some of the best banking, wealth, and insurance benefits in the market. We back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We will even pay you to do volunteer or community work. As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.
**How do I Apply?**
Our people are our highest priority and we are committed to placing our redeployees in available roles before we review other applicants.