Business Impact Planner Job at ANZ Group, Wellington, Wellington Central
- Location:
- Wellington
- Wellington Central
- Classification:
- Call Centre & Customer Service
- Management & Support
We have an exciting opportunity for an experienced and effective relationship builder to work with our key stakeholders, ensuring the Performance and Planning team supports the Contact Centre with first class planning and co-ordination, within required timeframes.
The Business Impact Planner will work collaboratively with Service and Project Managers to understand the potential scope of impacts on the Contact Centre. They will minimise the impacts through effective coordination, planning and estimation, providing continuity of contact throughout the delivery lifecycle of campaign initiatives.
In this role you will be responsible for
Collaborating with other members of the Performance and Planning team to ensure that all projects, initiatives and campaigns are included in any planning, forecasting and scheduling activity.
Managing the progress of initiatives through the Performance and Planning cycle, acting as the key contact point for the lifetime of a campaign
Managing key stakeholder relationships to ensure performance impacts, mitigation strategies and capacity costs of projects and initiatives are fully understood
Working closely with Change Managers to ensure minimal impact on Contact Centres from project/initiative driven changes
Providing initial estimates of project/initiative FTE calculations and the likely impacts on Contact Centre resourcing costs and performance.
Developing and maintaining a weekly “State of Play” report to key stakeholders
Developing and recommending mitigation strategies to minimise adverse impacts from projects/initiatives on the Contact Centre
We are looking for the following skills and attributes:
Knowledge and understanding of new business initiative planning and implementation activities
Sound understanding of large, multi-site, multi-channel Contact Centre operations and the associated planning processes
Highly developed internal consultancy, relationship management and communication skills
Excellent time management skills with an ability to work under pressure and prioritise conflicting workflow demands
PC Literate and competent in MS Products (Excel, PowerPoint, Word)
Proven ability to analyse complex business problems, develop solutions and make recommendations
In return we provide our employees with a dynamic and rewarding environment that is committed to investing in its people and communities. We provide a wealth of ongoing opportunities in conjunction with a competitive remuneration package.
To apply for this position, or to view other opportunities, please visit www.anz.com/careers and search for reference NEW001631.
.