Workforce/Demand Planning Lead

About the role

As part of the Fraud & Scam Prevention team, you will lead forecasting, capacity planning and workforce optimisation in a dynamic environment. You will use data, business intelligence and market insights to predict demand, identify trends and ensure teams are resourced to meet operational and regulatory targets.

Key responsibilities

• Develop and maintain forecasting models that predict customer demand and operational workload across Fraud & Scam Prevention.
• Lead monthly demand planning and forecasting forums with stakeholders across multiple business functions.
• Analyse trends, seasonality, fraud typologies, strategic initiatives and external market factors to inform forecasts.
• Identify and manage workforce capacity risks, staffing gaps and operational constraints with leadership.
• Partner with value‑chain leaders to translate upcoming strategies and campaigns into forecasted contact volumes.
• Guide leaders on capacity planning, workforce optimisation, leave management and scheduling of strategic activities.
• Monitor resource levels and recommend actions to maintain service levels and performance.
• Assess impact of forecasted volume changes on service outcomes, financial performance and regulatory obligations.

Required profile

• Experience in forecasting, workforce planning, capacity management or demand planning within a complex environment.
• Strong analytical capability with experience interpreting large data sets to generate business insights.
• Advanced Excel skills and experience using forecasting, reporting and data visualisation tools.
• Deep knowledge of forecasting techniques and related management actions.
• Problem‑solving, critical thinking and proactive risk identification.
• Stakeholder management with ability to influence and build relationships.
• Excellent communication and presentation skills to translate analysis into actionable insights.
• Ability to work in fast‑paced operational environments and manage competing priorities.

Required skills

• Excel (advanced)
• Forecasting tools
• Reporting tools
• Data visualisation tools

What we offer

• Flexible working arrangements.
• Health and wellbeing services and product discounts.
• Support for career development in a diverse and inclusive workplace.