Senior Manager Workforce Planning

Fully owned by Allianz Australia, GT Insurance offers a diverse range of underwriting solutions across Transport and Machinery, Marine and Transit. With our award-winning claims service, we ensure that vehicles and the goods they carry are covered comprehensively, powering the progress of businesses.

Our core values of ‘inspire,’ ‘wholehearted,’ and ‘ownership’ guide our interactions with customers, brokers, colleagues, and partners, fostering an environment of respect, proactivity, and innovation.

Why Join GT Insurance?

We are currently experiencing an exciting period of growth at GT Insurance and are seeking an experienced and commercially minded Workforce Planning professional to lead a critical function supporting operational performance across the business.

In this highly visible role, you will be responsible for workforce forecasting, capacity planning, scheduling and reporting, ensuring the business is equipped to meet both current and future demands.

Working closely with senior leaders and key stakeholders, you will provide strategic insights and data-driven recommendations that enhance service delivery, improve productivity, and support resource planning across our contact centre and claims operations.

About the Opportunity

Reporting to the Chief Operations Officer, you will be responsible for:

• Leading the development of short, medium and long-term workforce forecasts across voice and non-voice channels.
• Lead workforce forecasting and planning activities, delivering strategic insights and recommendations that align workforce capability, support operational performance and business objectives.
• Leverage operational data, market trends and business drivers to development workforce strategies and provide trusted advice to senior stakeholders.
• Drive operational enhancements and strategic improvement initiatives that strengthen business capability and support sustainable growth.
• Lead the identification and assessment of operational risks and implement sustainable mitigation strategies.
• Drive workforce planning and performance management through demand forecasting, capacity optimisation and ongoing analysis of workforce utilisation and service levels.
• Creation of dashboards and reports using Power BI, Excel, telephony platforms and other data sources.
• Lead the configuration, optimisation and continuous improvement of telephony and contact centre platforms.

To be successful in this role, you will have:

• Relevant qualifications in business, analytics, workforce planning, data management or a related discipline will be highly regarded.
• Demonstrated experience leading and influencing workforce planning, workforce management, resource planning and operational reporting and insights.
• Experience leading process improvement projects with a core focus on contact centres, telephony and customer service operations.
• Experience developing forecasts, capacity plans, schedules and workforce management reports.
• Advanced Excel skills and experience using reporting and visualisation tools such as Power BI.
• Experience working with telephony or contact centre platforms such as Genesys, NICE, Amazon Connect, Cisco, Avaya or similar systems is desired.
• Strong analytical skills with the ability to interpret complex data and provide meaningful business insights.
• Strong stakeholder engagement skills with the ability to communicate technical information clearly to a range of audiences.
• Excellent problem-solving and continuous improvement capabilities.
• High attention to detail and a commitment to data accuracy and reporting integrity.

Our people enjoy being part of an organisation that respects and values their contributions, and working alongside others who pride themselves on outstanding customer service.

We provide our people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to and share in collective success. Our business is growing and we have big plans, creating exciting new career and growth opportunities.

At GT Insurance, our commitment to excellence extends beyond our products and services. Just as we assist businesses in managing their risk to ensure they can continue to thrive and progress, we are dedicated to providing equal opportunities for all candidates in our recruitment process.

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