Enterprise Services (ES) is responsible for the world leading application of technology and operations across every aspect of CommBank, from innovative product platforms for our customers to essential tools within our business. We also use technology to drive efficient and timely processing, an essential component of great customer service.
CommBank is recognised as leading the industry in IT and operations with its world-class platforms and processes, agile IT infrastructure, and innovation in everything from payments to internet banking and mobile apps.
GO&T Strategy and Performance team is a GO&T utility function that enable and support the Group Operations leadership teams to deliver world-class operations. Strategy and Performance team division comprised of business analysts, capability coach, product and delivery specialists, project managers, workforce analyst, forecast analyst and a wide variety of data analysts.
See yourself in the team: Our vision for the Strategic Workforce Optimisation team is to deliver world-class workforce planning practices and to enable CBA to be the bank of tomorrow We will achieve this through commitment to our five goals:
Ensure that GO&T has an adequate supply of people with the skills, knowledge and experience required to achieve its strategic objective efficiently and effectivity, both in sort term and long term
Enable and empower leaders to create a flexible workforce in GOT so we respond to keep up with the ever changing needs of customers
Enable actionable insights to drive GO&T decisions
Use data science to improve workforce planning and forecasting process
Deliver strategic initiatives project such as i360 and Flexible workforce
We live and breathe the CBA values of Care, Courage and Commitment . Our team is an inclusive, dynamic and high performing team where we have diversity of background and skillsets, share knowledge and support each other in a collaborative environment, which contributes to our Group Purpose: To improve the financial wellbeing of our customers and communities. Do work that matters Your role as Senior Analyst will be responsible for workforce planning and forecasting, utilising advanced analytical skills to allow the business to optimise profitable growth and customer satisfaction using analytical tools (e.g. SQL, Teradata, R) in conjunction with large data sets. Delivering actionable insights will contribute to the optimisation of our workforce, our customers' experience and enable business leaders to make data-driven decisions.
The key accountabilities include:
Supporting Business Leaders - Embedding workforce planning practice in everyday business and providing insight to enable data-driven decision-making. Seen as a trusted advisor and pro-actively provide insights around the workforce planning and forecasting
Delivering Insights - Delivering relevant and effective analytical models and insights in a timely manner. Ensure insights are actioned by following up with relevant parties involved.
Workforce Planning and Forecasting
Collaborate with cross-functional team to develop, deploy and maintain an innovative statistical forecast volume and resource planning model
Conduct analysis on historical data to determine trends multi-interaction volume shifts/trends (e.g. growth, market conditions, continues improvements, etc.) impacting capacity level on long-term basis.
Develop people skills through mentoring, coaching and training other in forecasting and workforce planning best practice
Innovate and optimise - Providing proactive technical and business optimisation solutions for complex/simple business problems
Manage end-to-end projects - Ownership and accountability for the end-to-end delivery of projects that deliver a strategic outcome. Demonstrates comfort with ambiguity and helps determine the desired analytical approach and solution. Applies robust project management to pieces of work to adhere to project deadlines and escalates any issues to relevant stakeholders.
Clear and consistent communication - Effectively presents in various internal forums to key stakeholders (e.g. demos, presentations). Able to present information in meaningful, creative ways that builds the team brand. Able to organise and run working groups to drive projects forward.
Strong collaboration and team work - Thrives in highly collaborative team environment. Seeks guidance and offers suggestions to create the best outcome for stakeholders and customers.
We are interested in hearing from people who:
Have the ability to generate actionable value-add insights from complex data
Have the ability to manage projects end-to-end with high levels of autonomy
Have experience with large datasets and data analysis tools such as SQL (essential)
Have experience in data visualisation of complex relationships (e.g. in Tableau)
Have relevant tertiary qualification or industry experience (computer science, statistics, mathematics, workforce planning, contact centre or related disciplines) (essential)
Have knowledge of Financial Services industry and/or Banking Operations (desirable)
Have thorough understanding of workforce planning process and tools for telephony and non-telephony roles (Desirable)
Have a Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss and act on current and future risks
If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.