Closing date: Tuesday 28th January, 2025

Position Description: Senior Manager Capacity Planning - Direct Channels (2).pdf

Your new role with Bendigo Bank is just a few clicks away.

About the role  

As our Senior Manager Capacity Planning - Direct Channels you will report to the Head of Operational Enablement and will provide strategic and tactical direction to all Direct Channels across the enterprise.

Within this role, you will lead class short- and longer-term forecasting across the contact centres, capacity management, and workforce productivity, whilst ensuring alignment across all operational business units. A critical element to the role is the ability to measure performance and budgets in alignment with divisional goals (inc. Customer success targets). Furthermore, you will work alongside key operational stakeholders to achieve business success across the contact center, which will be within alignment with the overall business goals.

As our new Senior Manager, you will be responsible for ensuring that resourcing across Direct Channels is distributed appropriately and can pivot in response to changes in workload, capability and system or technology changes. This is measurable at yearly, monthly, weekly and daily variances and the development and maintenance of shift planning (to customer demand), real-time management and the processes for supporting payroll governance accuracy.

You will also hold responsibility for the cost management of all labour resources and ensuring the core operating performance is achieved in an efficient way. You will maintain this alongside developing, implementing and maintaining WFM software to a leading class standard, ensure core processes are both documented and efficient, and creating consistent ways of working to support operational teams to uplift capability and achieve divisional goals.

The role whilst centred in supporting the Customer Contact area, will have opportunity to extend this to a more enterprise focused role and support all Direct Channels.

About you 

As our new Senior Manager Capacity Planning - Direct Channels you will bring the following skills:

• Deep understanding of concepts relating to workforce capacity and data analytics
• Strong operations management knowledge
• Ability to understand and make decisions on shot and longer-term planning to make optimised decisions across enterprise
• Understanding of operational practices and how to implement and standardise
• Knowledge on capability uplift to support embedding programs
• Extensive Leadership experience bridging strategy and execution
• Experienced leader who can build highly collaborative and successful teams
• Understanding of the channels and markets the Bank operates in
• Understanding of legal and regulatory environment for Financial Services including the Employee Bargaining Agreements
• Experience in leading and embedding change
• Exceptional written & verbal communication skills and the capacity to communicate effectively with all levels of the organisation

We offer flexible work options that put our people first and a hybrid model of minimum 60% on site attendance (as of July 1st) in a local Head Office p/week

This role is permanent, full time role based at any of our head office locations

Still in two minds?  

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don’t tick every box we still want to see your application!

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

We love the support recruitment agencies give businesses every day, however, we have got this. Our superstar recruiters will reach out to our fabulous panel if we need a helping hand.

We are committed to responding to all candidates, regardless of the outcome of your application.

Bendigo and Adelaide Bank does not permit the use of A.I. by Applicants during interview or other parts of the selection process including psychometric and behavioural assessments, virtual panel interviews and assessment centres, scenario-based assessments and presentation material. Therefore, Applicants using A.I. in any of these circumstances will be ineligible to proceed. ​
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We understand traditional recruitment processes may present barriers for some people. Therefore, if you require reasonable adjustments, please speak with your Talent Acquisition Advisor who will be happy to assist you - as this restriction does NOT include software/technology used to support Applicants who require reasonable adjustments.

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.   

Recruiter Name:   Crystal Mcnabb – Senior Talent Acquisition Advisor
Recruiter Email:   crystal.mcnabb@bendigoadelaide.com.au

For more information, check out the Application Process for Internal Candidates page.