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

The Senior Workforce Optimisation Manager is accountable for enterprise‑level ownership and leadership of Workforce Optimisation across the Customer Contact Hub, operating within a highly complex, multi‑site, multi‑channel environment. The role has material impact on customer outcomes, operational performance, and cost efficiency, providing authoritative workforce insights and decisions that shape demand planning, capacity investment, and delivery strategy.

The role leads the function through significant technology and operating model transformation, ensuring workforce strategy remains aligned to enterprise priorities and evolving platform capabilities.

Role Type: Permanent
Role Location: 833 Collins Street , Docklands VIC 3008 
Work Hours: Full Time (40 Hours/Week)

What will your day look like?

• End‑to‑end accountability for Workforce Optimisation outcomes across multiple geographies (onshore and offshore) and multiple channels (Voice and Digital).
• Owns the end‑to‑end Workforce Optimisation function including forecasting, demand planning, capacity modelling, and real‑time performance governance across the Customer Contact Hub.
• Leads Workforce Optimisation through major enterprise transformation, ensuring continuity of performance while fundamentally reshaping planning assumptions and capability.
• Translates enterprise change into clear workforce impacts, risks, and mitigations, enabling informed executive decision‑making.
• Holds senior accountability for workforce performance and readiness throughout the Enterprise Customer Connect migration from Genesys to AWS.
• Ensures workforce demand models, intraday controls, and planning frameworks evolve in line with new platform capabilities and constraints.
• Owns the Customer Contact Hub demand plan across short, medium, and long‑term horizons, incorporating business strategy, regulatory change, and known demand drivers.

What will you bring?

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

• Deep expertise in workforce optimisation within large‑scale, multi‑site contact centre environments, including demand forecasting, capacity planning, intraday management, and optimisation across Voice and Digital channels.
• Demonstrated experience leading workforce functions through significant business or operating model transformation, while maintaining performance and service continuity.
• Strong understanding of how workforce demand, service levels, cost, and productivity interact in high‑volume, customer‑critical operations.
• Demonstrated ability to operate effectively in ambiguous, fast‑changing environments, balancing competing priorities and trade‑offs at scale.
• Proven ability to operate as a trusted advisor, not just a functional expert
• Proven experience owning or materially influencing enterprise‑level demand plans across short, medium, and long‑term horizons.
• Advanced analytical capability, including scenario modelling and interpretation of complex datasets to support executive‑level decisions.
• Experience building sustainable, future‑ready workforce capability, including succession planning, capability uplift, and leadership development.
• Strong written and verbal communication skills, with the ability to translate complex workforce data into clear, compelling narratives for executive forums.

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?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. 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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 117011 .
 

Job Posting End Date

24/06/2026, 11.59pm, (Melbourne Australia)