• Power smarter workforce planning that keeps Lending Operations performing at its best.
• Turn data into insight, insight into action, and action into exceptional customer outcomes.
• Permanent, full-time opportunity | Hybrid work arrangements on offer | Based in Newcastle.

Purpose of the role

At NGM Group we deliver customer-owned banking to more than 600,000 Australians under the Greater Bank and Newcastle Permanent brands, and are proudly committed to helping our customers and communities thrive. Within Lending Operations, that means having the right people in the right place at the right time to deliver seamless customer and broker experiences.

As our Workforce Planning and Reporting Officer, you’ll play a critical role in aligning staffing levels to demand. Through forecasting, capacity modelling, rostering oversight and data-driven insights, you’ll help manage workforce risk, optimise resources and support operational performance.

Partnering closely with leaders across Lending Operations, you’ll provide the analysis and strategic input that ensures we’re prepared for today’s demand — and ready for tomorrow’s.

What will your key responsibilities include?

• Act as a point of escalation for Lending Operations staff and leaders who self-roster.
• Provide specialist workforce planning advice, including forecasting future demand, workflow analysis, logistics coordination and reporting database development.
• Audit and assess the effectiveness of rostering and workforce management processes, identifying opportunities for improvement.
• Support the development and maintenance of Lending Operations rosters.
• Prepare predictive and scenario modelling to inform workforce and capacity decisions.
• Proactively identify opportunities to allocate resources more efficiently and manage demand fluctuations (e.g. system outages, marketing campaigns, seasonal peaks).
• Analyse historical volumes, transaction handle times, shrinkage and service level data to develop accurate FTE forecasts.
• Manage capacity modelling and forecasting activities, including half-yearly formal workforce planning recommendations.
• Review service level performance and identify capacity risks, recommending required adjustments.
• Attend monthly vendor (ActiveOps) and loading meetings, integrating insights and trends into best practice operations.
• Coach and support Lending Operations leaders with specialised insights and reporting.
• Contribute to the development of strategy and operational planning across Lending Operations.
• Assist with broader BAU lending reporting requirements as needed.
• Maintain up-to-date knowledge of relevant workforce planning policies and procedures (e.g. Leave Policy, Enterprise Agreement).

What are we looking for?

• Demonstrated experience in workforce planning, rostering, capacity modelling or operational reporting within a processing or service environment.
• Strong analytical capability, including experience with predictive modelling, scenario planning and data interpretation.
• High-level proficiency in Microsoft Office, particularly Excel and PowerPoint, with Power BI skills highly regarded.
• Understanding of operational processing environments; Lending or financial services experience is desirable.
• Experience working with workforce management systems (ActiveOps experience desirable but not essential).
• Strong business acumen and financial literacy, with the ability to translate data into practical recommendations.
• Excellent written communication skills, including report writing and presentation of insights to senior stakeholders.
• High attention to detail and accuracy, with the ability to review complex information and identify discrepancies.
• Strong time management and organisational skills, with the ability to manage competing priorities.
• A collaborative approach, with the ability to build trusted relationships across teams and levels of leadership.

Why join us?

Beyond the expected perks that we’re proud to offer like fitness passports, corporate health insurance, and paid parental leave, we go the extra mile to offer benefits that truly enhance your work-life balance, career growth, and sense of belonging.

• Boredom? Never heard of it. We’re all about challenging, stimulating work that sparks innovation, fuels passion, and keeps you inspired every day.
• We’re all about bringing people together - whether it’s through open conversations, a culture of respect, or just having a laugh in a truly inclusive workplace.
• Learning never stops here. Whether it’s LinkedIn Learning, formal training, career coaching, study leave, or even a great podcast rec, we support every kind of growth—professional and personal.

About us

As one of Australia’s largest customer-owned banks, we’re a driving force in customer owned banking, operating under the trusted brands Greater Bank and Newcastle Permanent. With over 200 years of combined experience, we’ve helped hundreds of thousands of Australians achieve home ownership and providing a genuine alternative to the big banks—all while strengthening the communities we serve. At the heart of everything we do are our core values:

• Lead with heart – We genuinely care about achieving better outcomes for our customers and communities.
• Own the action – We build trust by doing things the right way, with honesty and transparency.
• Embrace opportunity – We look ahead, focusing on our strengths and expertise to challenge the status quo.
• Thrive together – By working as one, we create the best possible future for our customers and communities

And we’re just getting started. Join a team shaping the future of trusted banking and make a real impact where it matters most.

NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment, comprehensive background check, Bankruptcy Check and a Nationally Coordinated Criminal History Check.

We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger.