Workforce Team Leader

Job Description

Build your career with Australia's leading workers' compensation partner, with over 110 years of service, supporting millions of workers and employers while managing over $100B in claims across Australia.

The Opportunity

Step into a senior leadership role where you'll guide a team of Workforce Planning Officers, drive strategic forecasting, and shape workforce capacity across multiple sites. You'll be the go-to expert for data insights, BI reporting, process automation, and cross-functional collaboration, ensuring the business operates at optimal efficiency.

This role offers broad responsibility, support from a highly engaged leadership team, and the chance to shape workforce strategy in a dynamic, performance-oriented environment.

Why join us?

• Proudly Great Place to Work certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with LinkedIn Learning and tailored training
• Flexible work setup

Staff Testimonial

"Leading a team here has been incredibly rewarding. The culture supports growth, innovation, and collaboration—your ideas genuinely matter." — BAS Team Leader, EML

What You'll Do

• Lead, mentor, and develop a team of Workforce Planning Officers, ensuring high performance and continuous improvement
• Interpret and analyze workforce metrics to produce accurate forecasting, head count modelling, and scenario planning
• Oversee short and long-term workforce planning initiatives, ensuring optimal resource allocation and seat capacity across sites
• Collaborate closely with HR, Finance, and Operations to align workforce strategies with business needs
• Build and maintain Power BI dashboards for real-time reporting and analytics.
• Identify opportunities for automation and streamline manual reporting processes
• Ensure compliance with governance, risk management, and regulatory requirements
• Provide timely and actionable workforce reports to leadership teams
• Promote clear communication and adherence to internal policies and procedures

Key Criteria

• Bachelor's degree in Finance, Business Administration, Economics, Accounting, or a related field.
• Minimum 10 years' experience, ideally in a BPO or shared services environment.
• 3–5 years of solid experience in workforce planning, capacity planning, or forecasting.
• Advanced Microsoft Excel skills (pivot tables, Power Query, formulas, data modelling) and Power BI or similar application.
• Strong data analysis and reporting abilities.
• Excellent verbal and written communication & effective stakeholder engagement/cross-functional collaboration.
• Close attention to detail and accuracy in forecasting and data reporting.
• Confident in presenting insights and influencing decisions through data.
• Familiarity with WFM tool (e.g., NICE, Genesys WFM, Aspect) is an advantage.
• Demonstrated experience managing short-and long-term planning cycles.
• Background in people management and team leadership preferred.
• Experience in preparing business scenario models and operational forecasts.

Work Set Up

Manila (BGC, Taguig): Australian hours (6 am–3 pm PHT) with a 5-day in the office fortnight structure.