At MMS we're proud of our history, our heart, and our commitment to making a difference to people's lives. We care because people matter. We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined. Here’show you will make a difference in this role…

Key Responsibilities

- Lead workforce planning across Maxxia and RemServ Operations, aligning workforce strategies to business priorities, service commitments and customer demand.
- Establish workforce planning governance, standards and decision-making frameworks across Operations.
- Develop and coach the workforce planning team, building capability in forecasting, planning, optimisation and business improvement.
- Own workforce planning outcomes, including service levels, workforce efficiency, capacity performance and operational effectiveness.
- Ensure forecasting, scheduling and optimisation activities support operational requirements, customer expectations and sustainable growth.
- Review workforce trends, risks and opportunities, driving actions that improve productivity, utilisation, service performance and customer outcomes.
- Lead workforce planning maturity through improved processes, automation, standardisation and stronger workforce management systems.
- Own workforce reporting, insights and performance frameworks to support accurate, data-driven leadership decisions.
- Oversee workforce budgets, FTE glidepaths and workforce capacity planning to support sustainable growth.

Qualifications

- 10+ years workforce planning / optimisation leadership experience in multi‑site, multi‑channel environments.
- Proven experience uplifting WFM maturity,



delivering forecast improvement, and automating reporting.
- Demonstrated experience leading workforce planning teams responsible for forecasting, modelling, BI reporting, capacity planning and WFM systems.
- Expertise in Genesys Cloud or equivalent workforce management platforms.
- Strong background in data-driven decision-making and operational performance improvement.
- Exceptional analytical and problem‑solving capability with a strategic mindset.
- Strong leadership, influencing and stakeholder engagement capability.
- High resilience, able to manage complex operational challenges and competing priorities.
- Ability to drive change, uplift capability and embed new ways of working across large teams.

What we can offer you

- Strong culture and the support of a values-based recognition program
- Novated leasing benefits and discounts
- 12 weeks paid parental leave
- Comprehensive learning and development opportunities to support your career growth
- Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
- Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
- Exempt Employee Share Plan
- Volunteer leave & Career break
- MMS Rewards program





Embracing our value of Everyone Matters we hold a collective commitment to foster an workplace where all differences are valued and respected.

We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.

We value the skills and attributes veterans can bring to our organisation.

We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co-ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service. Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long-term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.

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📌 Workforce Planning and Optimisation Manager (Melbourne)
🏢 Plan Partners
📍 Melbourne