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 workplace, 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
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📌 Senior Manager Workforce Planning (New South Wales)
🏢 Commbank
📍 New South Wales