Workforce Planning Manager

You’re only human.   

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.   

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.  

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:

• Work collaboratively with the leadership team to deliver operational efficiencies and corporate plan performance
• Develop and maintain positive working relationships with external vendors and act as a conduit to resolve any issues
• Identify WFM improvement opportunities and driving best practice implementation, delivering an optimised workforce with reduced FTE that does not negatively impact the customer
• 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
• Build, lead and develop the team capability through mentoring, coaching, recruitment, performance management, talent and succession planning
• Work with the resourcing and real time analysts, as well as reporting teams to provide data driven analysis to maximise delivery of service levels
• Ensure reporting identifies root causes & effect enablers & disablers to meeting service levels
• Work closely with the Customer Analytics team to ensure actionable insights are led through to execution and translated into measurable business benefits.
• Identify and drive opportunities to improve quality of customer interactions via effective workflow management
• 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.
• Manage the delivery of overall reports and status updates

About You

• Experience in a leadership position delivering workforce planning optimisation, reporting insights and delivering quality frameworks
• Experience with people management including recruitment, capability development, mentoring and performance management
• Strong stakeholder management experience and proven experience in building key relationships
• Excellent analytical and problem solving skills
• Knowledge and understanding of the health, finance, or insurance industry within Australia is desirable
• 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 Juliana.tavares@medibank.com.au – 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.  

Imagine a workplace that helps you and your family thrive.  Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could. 

Inclusion and Accessibility  

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. To learn about our commitments, employee experiences, and benefits, go to https://careers.medibank.com.au/culture/diversity-inclusion/

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 careers@medibank.com.au.