Province: New South Wales
Description:
Workforce Planner – Scaled Advice, BT Financial
BT Financial Group – Sydney, NSW
21 hours ago from BT Financial Group
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21 hours ago from BT Financial Group
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BUSINESS UNIT OBJECTIVE
BT Financial Group aims to be one of the worlds great companies, helping our customers, people and communities to prosper and grow. Our mission is to earn all of our customers wealth business.
Overview of Business
BT Financial Group (BT) is the wealth management arm of the Westpac Group. BT designs, manufactures and administers financial products that enable customers to achieve their financial goals through the accumulation, management and protection of personal wealth. Distribution of BTs products is conducted through Westpac/BTs Australian and New Zealand consumer distribution businesses and an extensive network of external financial advisers.
The purpose of the Scaled Advice team is to make it easy for Australians to get the level of guidance & advice they need through our phone based general advice and limited advice business . Our goal is to help our customers access the most appropriate Superannuation, Insurance & Investment advice providing suitable solutions to ultimately ensure they meet their financial objectives.
POSITION OBJECTIVE
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Responsible for all rostering and scheduling of staff across Scaled Advice, including all leave management.
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Responsible for production of WFM specific reporting, on daily, weekly and monthly basis with a view to improve service levels while increasing client facing time.
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Responsible for optimisation of resources to ensure the efficient uses of staff to the greatest need.
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Establish and maintain strong relationships with Scaled Advice management to ensure the Workforce Management Team provide high quality customer service.
Key Accountabilities
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Maintain integrity of workforce management system by accurate and timely administration
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Encourage and support a seamless relationship between other areas within the Workforce Management Team and Operations Managers
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Scheduling of planned and unplanned activities and updating of administration systems
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Production of Workforce Management reports on a daily, weekly and monthly basis
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On day of operations, schedule training and meetings ensuring correct staffing levels are maintained within the sales teams
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Coordination and allocation of planned and unplanned leave
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Accurate management of FTE information.
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To build effective working relationships and communication channels with key stakeholders to drive successful business outcomes
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Attend Management Team meetings (where necessary) to present findings and recommendations from analysis and facilitate discussion
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Engage and educate key stakeholders on the benefits and direction of best practice Resource Management, Management Reporting and Workflow
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Contribute to and promote the continuous improvement culture, exploring new alternatives that will create growth, development and quality in our products
Enterprise Competencies
Quality
Managing operations to continuously improve business results
Entry
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Complete all work to a high standard and with attention to detail
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Identify ways to improve current processes and systems to provide better customer service
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Describe business impact of potential improvements
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Maintain and improve quality standards in own business area using Six Sigma and Lean Methodology
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Locate and apply relevant data to support Quality initiative
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Make timely decisions around implementing Quality changes to reduce possibility of negative business impact
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Take ownership for delivering better solutions to customers by monitoring and act on customer satisfaction data
Problem Solving
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Using critical thinking skills; organising and prioritising information to help make good decisions
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Define a problem and gain agreement that this is the issue
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Define a possible cause and research to disprove/prove
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Determine course of action based on findings
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Communicate solution to impacted parties
Strategic Agility
Preparing the organisation for the future
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Understand the organisation’s structure, function and business processes
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Understand how the organisation operates including its planning processes, decision making channels and information management systems
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Manage work activities to balance short and long-term priorities
Consulting Skills
Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties
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Establish rapport with the client by tailoring communication style
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Use interviewing and active listening skills to assist understanding the needs of client
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Be aware of problem solving and business analysis techniques used to define business issues and propose solutions
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Apply knowledge of Westpac/BT strategies, systems, processes and policies to help further define solutions
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Participate in sessions with client and stakeholders to gain commitment and receive feedback
Communicating with Groups
Clearly conveying information and ideas through a variety of media to individuals and groups in a manner that helps the audience understand the message
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Identify characteristics of the audience and design the presentation to meet their needs
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Identify central ideas and use facts, evidence and details that support main ideas and deliver in a logical sequence
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Use variety of techniques such as anecdotes, examples, narrative, personal stories to illustrate main points
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Use aids such as graphics, videos as appropriate
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Listen and respond to audience questions and objections
Financial Skills
Understanding the organisations business model and financial goals; utilising economic, financial data to effectively manage business operations
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Understand how financial results are produced at local and enterprise level.
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Describe how Westpac/BT measures and describes its financial results
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Identify any General Ledger issues requiring investigation and provide explanation or solution
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Utilise, as appropriate, Westpac/BT accounting systems and processes – expense budgeting, costing, forecasting and invoicing.
Building Partnerships
Developing and using a network of internal and external relationships to enhance Westpac/BT’s reputation, helping deliver the strategy and provide professional development for the individual.
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Seek opportunities to represent your team in business unit initiatives to learn and work towards common goals and objectives
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Proactively build a personal network of individuals and groups inside and outside the organisation to assist own professional development and promote Westpac/BT’s reputation
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Ask for support, advice and mentoring from other Westpac/BT employees to learn
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Support enterprise and business unit working parties and project groups by providing feedback
Project Management
Managing a task, project or program of work to successful completion
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Prioritise activities and tasks
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Identify time and cost to complete a task or assignment.
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Use planning tools to create practical action plans; identify critical activities and less critical activities
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Track progress and ensures completion of own and other work
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Deliver tasks or assignments on time within budget and to an acceptable quality
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Review outcomes and success measures
Managing Change
Understanding of change management concepts, methodologies and practices and ability to apply these in a practical way within a project context to achieve the required results
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Support and promote change through communication and skills development
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Effectively manage any conflict that may arise as part of change
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Listen to feedback and concerns on change addresses appropriately
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Guide current operations through period change and maintain performance
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Manage self through a period of change by seeking information and development.
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Role model constructive approach to change
Risk Management
Effectively managing risk and reward by making timely decisions; implementing appropriate controls; dealing effectively with customer complaints
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Identify the context for the risk by understanding the objectives of the business area
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Identify the stakeholders within the business unit or function
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Participate in risk identification sessions to identify immediate and emerging risks
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Assist in evaluation of risks and rating against organisations priorities and requirements and review as required
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Assist in the development of contingency plans to address identified risks
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Help monitor plan against current environment and adjust as required
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Assist in the communication of to ensure that commitment to risks and contingency plans are understood
Written Communication
Clearly conveying information and ideas through the written word
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Adjust writing style to suit audience
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Use Plain English and appropriate grammar and syntax.
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Identify key issues and present in concise and logical manner
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Develop short presentations and papers integrating graphics, data and other detail effectively to support argument
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Write accurate and clear agendas, minutes and action item
TECHNICAL COMPETENCIES
· Sound understanding of structured business improvement practices, best practice operational management and management reporting
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Business understanding of Workflow and Resource Management tools and concepts.
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Superior communication and interpersonal skills and ability to interact professionally at a senior level within the business
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Ability to develop strategies that are conceptually sound and that provide clearly defined, relatively simple implementation plans
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Ability to understand and use analysis tools.
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A genuine desire to inspire transformational change
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Strong facilitation skills
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Good relationship management skills with demonstrated ability to influence peers and senior managers
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Demonstrated ability to translate concept into execution
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Strong commitment to customer service
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Ability to adapt to changing business requirements and organisational focus
Knowledge/Qualifications/ Experience
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Knowledge of Operational Management and Resource Management methods and processes
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Strong analytical, judgment and decision-making skills.
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Experience in managing across multiple functions
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Good organisational knowledge
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Demonstrated experience in identifying and implementing continuous process improvement
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