Workforce Planning Specialist

The Workforce Planning Specialist is responsible for managing all the tools, processes, and methodologies that support workforce planning within the claims function. This includes ensuring that forecasting models, capacity plans, and related systems are accurate and aligned with organizational standards. The role goes beyond producing data; it focuses on analyzing trends and turning information into actionable insights that help leadership make informed decisions to achieve strategic objectives such as improving service levels and optimizing resources.

In this role you will:

• Own and maintain all workforce planning assets for the claims business, including standards, definitions, measures, tools, reporting, and data repository.
• Manage and update long-term capacity models for each claims business unit, ensuring accurate data extraction, analysis, and comparison of forecast versus actual demand.
• Engage senior leaders quarterly to review customer demand forecasts, challenge assumptions, and provide insights and recommendations, including input into annual financial budgeting.
• Oversee short-term planning and variance portal in Power BI, including logic design, maintenance, and generating actionable insights for business leaders.
• Drive planning process disciplines by setting review frequencies, ensuring data integrity, and delivering ad hoc reporting as required.
• Lead knowledge sharing and training for business leaders on workforce planning practices to build capability across the claims organisation.

Qualifications

• Minimum 5 years’ experience in financial services operations (claims highly desirable) and/or contact centre operations.
• Strong written and verbal communication skills with an ability to relate well to others and explain complex scenarios in a simple way.
• Understanding of and exposure to workforce planning practices and tools.
• Proficiency in data analysis
• Strong knowledge of computer systems, with proficiency in Microsoft Office applications, specifically MS Excel
• Familiarity with data extraction (SQL) and reporting tools (Power BI, Tableau...etc.) is a plus.

Additional Information

TAL is one of Australia’s leading life insurers, committed to inclusion, and supporting the career growth of our diverse workforce. We’re proud to be:  

• An Inclusive Employer – Recognised as Employer of Choice for Gender Equality by the Workplace Gender Equality Agency and Bronze Tier Status within the Australian Workplace Equality Index  

• Diversity Champions – Member of Diversity Council Australia, Australian Disability Network, Pride in Diversity and Champions of Change  

• Reconciliation Advocates – Read our Innovate Reconciliation Action Plan. 

• We welcome applications from people with diverse experiences, perspectives and backgrounds including Aboriginal and Torres Strait Islander people, caregivers, individuals living with disabilities, people from culturally diverse backgrounds and the LGBTIQ+ community.  

• Need adjustments during the recruitment process? Let our team know by getting in touch with us here—we’re here to support you. 

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.   

As part of the recruitment process, there are several checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.  

#LI-Hybrid   

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.

About the Company

• Take your career further than you ever imagined with diverse roles and opportunities for personal and professional development. 
• Work alongside diverse, passionate colleagues and leaders who inspire, support, and value your contributions. 
• Enjoy benefits such as discounted insurance, health and well-being programs, and a range of employee benefits to support your lifestyle.

Welcome to TAL. As a leading life insurer, we’ve been protecting Australians for over 150 years. Backed by Daiichi Life, we're driven by big ambitions and empower to create better products and services. 

Together with our Partners, we’re helping millions of Australians live a life filled with choices, options, and freedoms. See the direct impact you make delivering support and financial security with care and expertise. Grow beyond expectations with diverse roles, global connections, and exclusive learning opportunities. 

Work with passionate, bright and capable colleagues. Feel inspired by supportive leaders. Collaborate with heart, where flexibility, wellbeing and inclusivity is valued. Together, we're reimagining insurance. 

So, bring a curious mind and an ambition to help us become the progressive, digitally enabled leading insurer.