Senior Manager, Workforce Management - Customer and Corporate Services

Job Description

Senior Manager, Workforce Management - Customer and Corporate Services Sydney, NSW, Australia Job Description All roles at Westpac Group can be considered for flexible working arrangements, such as flexible hours, working remotely, part time work, or job sharing. Permanent, Full-time Sydney or Adelaide, Hybrid working Challenge your leadership capabilities taking your Workforce Management skills to the next level The Customer & Corporate Services division brings together functions that partner with the business on common operations and customer support services for Westpac Group. We’re passionate about service and helping our customers succeed by using our customer insights, data and technology, to design and deliver great customer experiences at scale. How will I help? As Senior Manager you will lead and manage the Workforce Management team in delivering best practice in its 4 key areas across Customer Solutions (CS): Forecasting and Finance, Telephony and Channel/Real-Time management, Workforce management, and Partnerships. You will also be responsible for maintaining current operational targets and policies as well as driving key operational initiatives around Customer and Quality including: Reviewing current operational processes, identifying gaps for improvement, and developing solutions that meet the needs of the customer whilst controlling costs Drive improved operational efficiency and major change programs to deliver customer experience benefits Oversee Governance frameworks including reporting, escalations, risk, and issues management, communication, etc in line with CPS230 over suppliers and partners Further key responsibilities in your 4 areas of focus include: Forecasting & Planning Develop and maintain monthly FTE and Financial forecasts for CS teams enabling the Line of Business to meet service level standards and budget targets Lead the development of workforce planning framework that delivers a consistent methodology across CS teams Translate complex workforce data into a format tailored to the appropriate audience providing actionable insights and initiatives which meet business outcomes and report findings to senior management Plan, develop and manage procurement arrangements to effectively meet organisational and business objectives Telephony and Channel/Real Time Management Manage IVR, call routing, and messaging for telephony teams across Customer Solutions Manage all aspects of outbound dialler telephony requirements Manage the call volume, daily attendance, and program break schedules Assist with creation of metrics and targets for services Work closely with the operations team to analyse and help improve delivery processes Generate ideas for process and service improvement planning Produce daily, fortnightly, and monthly internal reports Use trends and reports to forecast requirements Workforce Management Develop team accountabilities and performance management structures Develop and coach team members and teams to meet development commitments and program requirements Appoint individuals with the capability required to undertake tasks Partnerships Assist the business in achieving its objectives by developing valued professional relationships with key business partners Engage with key business stakeholders to create a continuous feedback loop Implement and maintain a collaborative and supportive team environment What do I need? To be successful in this role, you must be an exceptional people leader, with demonstrable experience in financial management, forecasting, and stakeholder management, in a call centre or telecommunications environment in any industry.You must also maintain exceptional problem-solving skills and adaptability, as well as the ability to think strategically. Further key attributes include: 5+ years’ experience in leading workforce management, finance and/or procurement teams Understanding of contact centre and operations management methodologies Relevant tertiary qualifications What’s it like to work there? We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow. How do I apply? Start here. Just click on the APPLY or APPLY NOW button. At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email Do you need reasonable adjustments during the recruitment process? We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email #J-18808-Ljbffr