About the Role

The Forecasting and Capacity Planning Manager is responsible for realizing and sustaining the full value of Active Operations Management (AOM) leadership disciplines across HI Operations & Enablement. Accountabilities includes ActiveOps relationship management, coaching leaders in the adoption of the AOM methodology, providing insight and information to ensure the cycle of “effective planning and review” is embedded in the business.

The role works within the Workforce Optimisation team to ensure the delivery of that analysis and reporting on a daily, weekly, monthly, and multi-monthly basis.

Key Responsibilities

• ActiveOps relationship management

• Accountable for and provides governance to the relationship with ActiveOps including strategic discussions, contract and invoice oversight, CIQ version upgrades and deployment to new areas. Creation of internal case studies & success stories.

• Builds a consistent training and development platform for HI Operations leadership that includes developing new leaders to a minimum standard and developing existing leaders to maintain and grow their AOM capability

• Support and coach operational leaders in effective usage of AOM Method and ControliQ tool to ensure full value is being delivered. Also to track outcomes and activity following Health Checks, and providing support in best practice reporting and benefit tracking (monthly)

• Using ControliQ and AOM to inform projects and benefits realized

• Long Term Business Planning

• Develop and manage long range forecasting tools and models for HI OPS teams spanning Claims, Member Service, Partner Service and specialist supporting team

 • Deliver recommendations around resourcing in line with each team forward recruitment strategies ensuring that staffing requirements are balanced with the operating budget of ~$100m & are completed in conjunction with the appropriate stakeholder.

 • Support stakeholders with the planning, management and implementation of medium to long-term forecasts

• Make recommendations using shrinkage targets to enable effective planning of activities. Eg. training, meetings, annual leave, and including tracking of turn over for recruitment

• Provide detailed trend analysis of volumes, Average Handle Time, shrinkage, Response Time performance and other metrics as required, to improve forecasting accuracy and productivity.

• Utilises key information and technology tools to produce reporting from WFM, Power BI, AOM, Genesys and other reporting sources.

• Works with key reporting teams to make regular reports available on automated basis.

• Responsible for providing reports to the clients and collaborating with line of business management to determine overall strategy

About You

Tertiary qualifications in business, data or workforce transformation

 • Minimum 5 years in resource planning both contact centre & back office operation teams, with demonstrated AOM experience.

 • Experience producing reporting and/or insights reporting on operational performance.

• Previous reporting experience within workforce planning team.

 • Experience in Genesys,NICE, AOM and Aspect / Alvaria Workforce Management highly desirable

• Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes.

 • Ability to work with ease in a rapidly changing environment.

• Well-developed analytical and problem-solving skills, with proven ability to adopt a pro-active stance towards business issues

• Demonstrated ability to communicate effectively with people at all levels to achieve the task at hand and to work under pressure whilst continuing to make effective decisions.

Why Work with Bupa

When you become a part of the Bupa team, you're joining a company that values innovation, collaboration, and making a positive impact on people's lives. We offer a supportive and dynamic work environment that encourages your professional growth and development.

If you're ready to lead change, drive customer retention, and contribute to Bupa's success, we want to hear from you! Apply now and be a part of our journey towards delivering exceptional customer experiences.

Bupa Asia Pacific 

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose and the way that we deliver personalised care.