To optimise staffing levels, forecasts, scheduling and workforce allocation through data analysis to enhance the customer experience within the bank's operations.
Management of staff optimisation levels, forecasting and scheduling resources by analysing data, business volume and trends to support the workforce allocation process.
Collaboration with teams across the bank to align and integrate workforce management processes and governance.
Development and implementation of workforce management strategies, processes and controls to mitigate risks and maintain efficient banking operations.
Identification of areas for improvement and providing recommendations for change in workforce management processes.
Participation in projects and initiatives to improve workforce management efficiency and effectiveness.
Development and management of staffing schedules to optimise staffing levels to meet business needs.
Management of the operational readiness plans, supporting the business with meeting desired customer outcomes.

Experience using Workforce Management tools and data platforms such as Aspect, AWS, or other cloud-based systems to analyze data and deliver actionable insights
Demonstrated experience supporting process optimization, reporting, and documentation with high attention to detail and accuracy
Ability to collaborate across cross-functional teams and effectively communicate insights, risks, and recommendations
Experience supporting system enhancements, testing, defect tracking, and post-implementation validation activities
Familiarity with change management practices, including documentation, communication, and process transition support
Problem-solving ability with the capacity to work independently, manage priorities, and contribute to continuous improvement efforts.

Senior Analyst, Workforce Management Innovation – Optimization

Key skills