Senior Manager: Workforce Intelligence

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 Summary

To 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 Support
- Develop 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; and
- Construct 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 approaches
- Translate and communicate complex specialist area information to users in a practical and usable format to enhance the business strategy.

Accountability: Sustainable Growth
- Provide specialist advice and recommendations regarding long-term and short-term strategic goals, enabling sustainability and growth of the business.

Accountability: Client-Driven Innovation and Change
- Drives 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 retention

Accountability: Operational Effectiveness
- Oversee 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 exist