Senior Analyst - Workforce Planning

Do work that matters.

CommBank’s Financial Crime Services (FCS) business is looking for a Senior Analyst Workforce Planning to join the Chief Operations Office (COO) which is the heartbeat of the bank. We’re involved in interactions for every single customer, product and segment.
 

The work that we do every day in FCS is integral to delivering on our purpose – to relentlessly pursue the elimination of Financial Crime. FCS brings together four key capabilities to uplift our financial crime processes and systems: Financial Crime Operations teams, Financial Crime Risk Advisory, Quality Assurance and Financial Crime Domain.
 

The Role.
Your role as Senior Analyst will be responsible to analyse and interpret large data sets, identifying patterns, trends and insights to inform business strategy and prepare accurate workforce plans and forecasts, including the development and implementation of workforce strategies and initiatives to achieve Regulatory and Control Operations optimal workforce to achieve their goals and priorities.
See yourself in our team
COO Strategic Workforce Planning is a Team that enables and supports COO teams to deliver world-class operations through workforce planning, forecasting and workforce initiatives and strategies.
On a day to day basis, you will:

• Collect and analyse data from multiple sources to identify trends and patterns.
• Develop and implement workforce panning analytical models and algorithms.
• Design and conduct experiments to test hypotheses and validate findings.
• Communicate analytical findings to stakeholders in a clear and concise manner.
• Create visualisations and dashboards to help stakeholders understand data insights and develop and maintain databases and data infrastructure.
• Update and continuously improve workforce models and related inputs (volumes, AHT, available FTE etc) to accurately forecast FTE requirements.
• Work collaboratively to provide advice and guidance to ensure a strategic and consistent approach to driving workforce strategy in partnership with stakeholders and the broader Workforce Strategy team.
   

We are interested in hearing from people who:

• Are experienced workforce planners, creating supply and demand models and may have experience working with Verint Workforce Management Tool
• Can present complex concepts and relationships to various stakeholders and provide guidance and advice
• Have experience managing their day to day and projects with a high level of autonomy
• Hold a relevant tertiary qualification or industry experience (statistics, mathematics, workforce planning, contact centre or related disciplines)
• Possess knowledge of scale operations environments, Financial Crime Operations would be very highly regarded
• Demonstrated understanding of workforce planning processes and tools for telephony and non-telephony roles would be highly regarded, in particular Verint
   

Your Development and Career Progression:

At CommBank, we are committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a values driven organisation, we nurture and support our people through focusing on skill and talent development, collaboration, flexibility and internal promotion.

We support our people with the flexibility to balance where work is done with at least half their time each month connecting in office.