Workforce/Demand Planning Lead

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As part of our Fraud & Scam Prevention team, we are looking for a Demand/Forecast Lead to drive forecasting, capacity planning, and workforce optimisation across a dynamic and rapidly evolving environment.

This role sits at the intersection of operational planning, analytics, and strategy. You will use data, business intelligence, and where applicable market insights to predict customer demand, identify emerging trends, and ensure the teams are resourced to meet customer needs, operational targets and regulatory expectations.

Working with stakeholders across Fraud & Scam Prevention, Financial Crime, Risk, Finance, Technology and Operations, you will develop and refine the forecasting models that support both day-to-day service delivery and long-term strategic planning. Your insights will directly inform decisions on workforce requirements, capacity management, operational readiness, and where needed, investment priorities.

Role Type: Permanent
Role Location: 839 Collins Street, Docklands VIC 3008
Work Hours: 40 Hours/Week

What will your day look like?

As the Demand/Forecast Lead, you will

• Develop and maintain forecasting models that predict customer demand and operational workload across Fraud & Scam Prevention.
• Lead monthly demand planning and forecasting forums, bringing together stakeholders across Fraud & Scam Prevention and multiple business functions, where relevant.
• Analyse trends, seasonality, fraud and scam typologies, strategic initiatives, technology implementations, and external market factors to inform forecasts.
• Identify and proactively manage with the Fraud & Scam Prevention leadership the workforce capacity risks, staffing gaps and operational constraints.
• Partner with leaders across the value chain to understand upcoming strategies, campaigns and initiatives and translate them into forecasted customer contact volumes, where required.
• Work with and guide the Fraud & Scam Prevention leaders on capacity planning, workforce optimisation, leave management and the scheduling of strategic activities to maximise operational effectiveness.
• Monitor resource levels and recommend actions to maintain service levels and operational performance.
• Assess the impact of forecasted volume changes on service outcomes, work-in-progress levels, financial performance, fraud and scam losses, and regulatory obligations.
• Produce reports, insights and recommendations that support informed decision-making at both operational and leadership levels.
• Drive continuous improvement in forecasting methodologies, planning processes and workforce management practices.

What will you bring?

Essential experience and capabilities

• Experience in forecasting, workforce planning, capacity management, or demand planning within a complex environment.
• Strong analytical capability, with demonstrated experience interpreting large and diverse data sets to generate meaningful business insights.
• Advanced Excel skills and experience using forecasting, reporting, and data visualisation tools.
• Deep knowledge of forecasting techniques and the relevant management actions based on the analysis.
• Strong problem-solving and critical thinking skills, with a proactive approach to identifying risks, opportunities, and emerging demand drivers.
• Stakeholder management skills, with the ability to influence, negotiate and build effective relationships across the business.
• Developed communication and presentation skills, with the ability to translate complex analysis into clear and actionable insights.
• Experience working within fast-paced operational environments where priorities can change rapidly.
• Strong organisational skills with the ability to manage competing priorities and deliver outcomes to tight deadlines.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 123732 .

Job Posting End Date

08/10/2026, 11.59pm, (Melbourne Australia)