Job Description

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 & Collection and Credit Solutions), across a number of existing and future channels.

We are open to candidates based in Sydney, Perth or Melbourne for this role. This is a permanent opportunity.

Do work that matters

Reporting to the Executive Manager Workforce Management, you will manage and lead the Workforce Planning & Real Time Support teams in support of the Direct Channels Customer Contact Channels, specifically focusing on workload and output, including quality assurance, across all the Workforce Planning & Real Time Support functions – Forecasting, Scheduling & Delivery, Budget & Capacity Planning & Real Time Process Support

More specifically you will

• Lead the workforce planning function to support the Direct Channels customer facing teams in delivering an outstanding customer experience at all times
• Manage, coach and develop the Workforce Planning 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 overall strategy
• Develop innovative resource management solutions and drive their implementation through the use of effective communication and influencing techniques
• Management of overall team responsibilities, workload and output, including quality assurance, across all the Workforce Planning functions – Forecasting, Scheduling & Delivery & Budget & Capacity Planning
• Leverage and maximise technology (including identifying enhancements to existing technology) to drive improvements to the overall customer experience
• Develop strategies for the WFP team to measure and manage shrinkage so that these activities contribute positively to overall business performance; including tracking and reporting

We want to hear from you if you have

• Proven Resource Planning people leadership experience in a contact centre or operational environment, including the coaching and development of experienced planners and analysts
• Experience in driving transformation within an operational environment
• Experience with Messaging or other ASYNC methods
• Demonstrated ability to develop valuable insights from large volumes of data, using analytics and problem solving skills
• Ability to effectively manage stakeholder relationships, and drive influence at a senior level
• Current knowledge of systems such as LivePerson, Genesys, eWFM (Aspect), Verint (preferred)
• Knowledge of Workforce Planning fundamentals (such as offered by COPC, Call Design, TCCS, ICMI or equivalent institutions), Desirable

Advertising End Date: 14/08/2026