About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Workforce Planning Manager, you will be accountable for end-to-end planning and real-time (intraday) management across ANZ's Customer Contact Hub (CCH) for voice and digital channels, ensuring service outcomes are delivered efficiently and sustainably. Your role converts demand into executable staffing and schedules, then actively manages intraday performance against plan—protecting customer experience, cost, and operational stability.

In this role, you will also lead and coach planning and real-time resources, and partners with senior stakeholders to improve workforce practices through actionable insights and balanced decision-making

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent, Full-time
Role Location: 30F, MDC 100 Bldg., E.Rodriguez Jr. Ave., Cor. Eastwood Ave., Brgy. Bagumbayan, Libis, Quezon City, 1110

Work Hours: 40hrs/week

What will your day look like?

As a Workforce Planning Manager, you will:

• Translating forecast demand into workable staffing and schedules, determining how many people are needed, when they are needed, and how work is sequenced to meet service targets efficiently.
• Owning core planning levers including roster design, shrinkage management, training and leave planning, and scenario modelling, balancing service outcomes, cost, and workforce sustainability.
• Providing planning insights and advice to leaders, including recommendations when plans require trade-offs between customer, colleague, and cost outcomes
• Owning intraday performance against plan: monitoring live demand, staffing, and adherence; making timely adjustments to mitigate variances and protect customer experience
• Leading real-time decision-making across queues, including queue management, schedule movements, and skill/queue loading, with strong discipline on speed and accuracy of interventions
• Ensuring real-time adjustments are executed promptly (e.g., adjusting breaks, rescheduling off-phone activity, activating overtime/shift slides) and that operational learnings are fed back into planning. 

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Extensive experience in high-volume, complex workforce planning and real-time/intraday management environments.
• Strong capability to extract and translate workforce data into clear insights and operational actions.
• Strong stakeholder engagement and influencing skills, able to negotiate trade-offs under pressure.
• Proven people leadership: coaching, capability uplift, and disciplined operating rhythms; including coaching and mentoring planning and real-time team members to build technical capability, resilience, and stakeholder management maturity.
• Demonstrated experience in continuous/process improvement approaches (e.g., Lean / Six Sigma) is good to have, but is not required.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manilla play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 117013.

Job Posting End Date

14/07/2026, 11.59pm, (Melbourne Australia)