Senior Manager: Workforce Intelligence page is loaded Senior Manager: Workforce Intelligence Apply remote type Hybrid locations Johannesburg time type Full time posted on Posted Yesterday job requisition id R-15963726 Empowering Africa’s tomorrow, together…one story at a time. With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job SummaryTo contribute to VSE strategy and channel optimisation through driving workforce intelligence on all levels and in alignment to the broader EB and ABSA workforce planning strategy, practice, and process. This involves forecasting, planning, and scheduling, real-time management based on derived insights gained from workforce analytics. This role revolves around workforce planning, schedule optimisation, schedule adherence, queue management and resource management to support current and future business needs.Accountable for workforce intelligence strategy formulation and implementation through the integration and optimisation of business tools, core statistical models, best practices; designing tools, and reporting and data infrastructure, to deliver an optimal workforce strategy in support of the VSE and channel optimisation strategy.Job Description Accountability: Strategic and Technical SupportDevelop and align benchmarked strategic policies, tools and practices reflecting minimum requirements and drive on the effective implementation thereof.Support Operations Enablement in delivering the functions’ strategy and all associated activities across the designated cluster/s.Using workforce intelligence tools, support the Voice and Service Enablement business transformation initiatives by providing direction; guidance and advise on planning methodologies; models; tools and techniques to ensure effective landing of business optimisation initiatives.Facilitate the design and implementation of capabilities to optimise the business strategy through various methods, including, analytical capabilities and methodologies.Define and implement success metrics and evaluate business impact of strategies over time; andConstruct master strategy document for designated cluster/s and any other required documentation on strategy and optimisation.Responsible for the build of a pioneering capability that will support the primacy agenda using the latest technologies across industry and the evolving regulatory landscape.Leading on the development of intelligence products that are both strategic and operational in nature; challenging existing processes and capabilities by designing new ways of working.Exploring opportunities for improving existing capabilities through intuitive use of new analytics-based approachesTranslate and communicate complex specialist area information to users in a practical and usable format to enhance the business strategy. Accountability:  Sustainable GrowthProvide specialist advice and recommendations regarding long-term and short-term strategic goals, enabling sustainability and growth of the business.Accountability: Client-Driven Innovation and ChangeDrives the improvement, optimisation, and implementation of enduring and fit for purpose capability that align with best practice and global leading standards across the business cluster.Contribute to and implement a service excellence culture, which builds positive relationships and provides opportunity for feedback and exceptional service.Develop detailed and expert insights into client needs and solutions that enable direct support to others.Implement practices which build service delivery excellence according to business principles and encourage others to provide exceptional customer service.Provide tactical input into the continuous improvement of customer experience, revenue growth and quality to increase customer retentionAccountability: Operational EffectivenessOversee implementation of effective tools to enable the design and management of workforce plans to promote channel optimisation in alignment with Business strategy and in alignment with annual strategic workforce planning (work planning, budgeting, and forecasting). It includes influencing the tactical planning activities to determine how to fill the gaps between the forecasted demand and supply over the short, medium, and long-term.Support the building of infrastructure to ensure effective monitoring in real time adherence to schedules as well as optimise queues and plan accordingly to manage capacity and performance intra-day. This will help drive proactive management of capacity to spikes in demand or supply.Oversee the implementation of Predictive demand and supply forecasts tools across VSE and all support areas with input from the business owners on the demand drivers (promotional campaigns, new products, social media). This should include “what-if” scenarios.Oversee the forecast supply based on demand outputs and blending strategy to optimally utilise existing capacity, automation, and bots.Develop a location strategy and associated delivery approach that takes new workforce shifts (remote working) into consideration for VSE and other support areas to leverage.Support the introduction of necessary tools to line management to proactively manage shifts, leave, location etc and provides the ability to business to manage schedules across teams real-time. This will leverage analytics and intelligence to monitor and track in real time the adherence to workforce schedules (deviations, anomalies and general non –adherence) and queue management.Influence the implementation of tactical plan to ensure that the right roles, skills, and expertise are deployed to manage an omnichannel / blended environment , with channels/ mediums such as chat, email, and other.Establish a set of methods and approaches that leverage intelligent workforce tools for monitoring and tracking schedule adherence (this includes workforce management data and analytics tools or platforms as well as automation and AI).Determine future staffing requirements and combine with workforce trends to ensure an optimal blend of human/machine and methods to utilise existing capacity optimally.Accountability: Digital AdoptionBuild an appreciation of stakeholder needs, ensures understanding, and designs digital tools and enhancements to improve overall customer satisfaction.Support senior management in identifying business challenges and use workforce intelligence tools to help inform ,advice and influence changes to policy, process or projects scopeLead development and implementation of a workforce planning framework that supports project environment to deliver a consistent approach across the business.Accountability: Good Governance, Risk and ComplianceEvaluate policies and practices to identify gaps and recommend improvements and or enhancements in service of the best tactical course of action. Comprehensively test solutions to ensure delivery according to identified requirements and document changes for governance purposes.Create governance guidelines to articulate the roles that are responsible and accountable for making scheduling decisions across VSE and other support areas (for example, hiring of contractors, transfer of talent, training required for upskilling, the assignment of roles to work based on availability and skills). Further, this should include guidelines on service level targets and budget targets.Collaborate with the respective VSE business areas and other support areas to determine guidelines and principles to address non-adherence to workforce planning frameworks, practices and procedures (should it appear to be consistent and frequent)Accountability: Data MonetisationInvestigate the use of alternative forms of data monetisation that may be useful to the business and advise on the effective application thereof.Accountability: Management of TeamsSupport the implementation of people strategies to ensure optimum utilisation of human capability through effective team engagement practises.Steer business and support the team to achieve targeted business results through continuous improvement and development of the strategies and controls.Drive the development of the assigned team to achieve high performance through embedding formal development plans and informal coaching.Builds and sustains a culture that aligns to Absa’s aspirational colleague experience to deliver the target customer experience and financial performance Education Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.Absa Bank Limited reserves the right not to make an appointment to the post as advertised About UsTruly AfricanWe are a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance.Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41 000 employees.We own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in Tanzania and National Bank of Commerce), Uganda and Zambia. We also have representative offices in Namibia and Nigeria, as well as insurance operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and Zambia.#J-18808-Ljbffr