The Opportunity
At Medibank we are committed to connecting our customers with local agents to provide localised help and support in the moments that matter most.
We are seeking a dedicated Workforce Planning Manager to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home. A key purpose of the Workforce Planning Manager is to develop the capabilities of the team and ensure they have the skills and capabilities required to meet the businesses WFM needs now and into the future.
In this role you will be accountable for maximising the operational agility and productivity of the frontline workforce for Medibank Customer Operations & Provider Solutions, which includes Communities (Retail, Sales, Service & Retention), Virtual Customer Support (Specialised Support teams & Messaging), Operations and Provider Support. Leading a team of workforce planning and real time analysts, this role is the primary coordination point for managing the short, medium to long term workforce models for the business and leads the development and execution of the workflow management strategy across Customer Operations & Provider Solutions Hub.
Key responsibilities will include:
1. Work collaboratively with the leadership team to deliver operational efficiencies and corporate plan performance
2. Develop and maintain positive working relationships with external vendors and act as a conduit to resolve any issues
3. Identify WFM improvement opportunities and driving best practice implementation, delivering an optimised workforce with reduced FTE that does not negatively impact the customer
4. Develop a strong understanding of the commercial imperatives and business priorities for all customer channels and apply this knowledge to the Workforce Planning management function
5. Build, lead and develop the team capability through mentoring, coaching, recruitment, performance management, talent and succession planning
6. Work with the resourcing and real time analysts, as well as reporting teams to provide data driven analysis to maximise delivery of service levels
7. Ensure reporting identifies root causes & effect enablers & disablers to meeting service levels
8. Work closely with the Customer Analytics team to ensure actionable insights are led through to execution and translated into measurable business benefits.
9. Identify and drive opportunities to improve quality of customer interactions via effective workflow management
10. Facilitate and lead key strategic pieces of work as required and drive outcomes and actions to be delivered on time and to the objectives set by the leadership team.
11. Manage the delivery of overall reports and status updates
About You
12. Experience in a leadership position delivering workforce planning optimisation, reporting insights and delivering quality frameworks
13. Experience with people management including recruitment, capability development, mentoring and performance management
14. Strong stakeholder management experience and proven experience in building key relationships
15. Excellent analytical and problem solving skills
16. Knowledge and understanding of the health, finance, or insurance industry within Australia is desirable
17. Experience with the Genesys telephony platform and the associated real-time management system would be advantageous
For more details about the role, please contact Juliana at – please note we do not accept applications via email
If this sounds like the role for you, then click apply now!
Imagine working with us
We understand that work means different things to everyone... We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that’s why we’re reinventing work.
Imagine a workplace where work didn't feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isn’t a buzzword, it’s a reality.
For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.
Inclusion and Accessibility
We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ individuals. For any adjustments or alternative formats during the recruitment process, please contact us at .