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Workforce Optimisation Manager (Performance Manager)

Reports To: Key Account Director
Location: Milperra, Sydney – Travel across Sydney and north coast on occasion
Employment Type: Full Time

Position Overview

We are seeking a results-driven Performance Manager to lead performance improvement initiatives across a large, complex contract. The role will focus on workforce management, data analysis, and continuous improvement, with a strong emphasis on using labour-related metrics to drive operational efficiency and compliance.

You will work closely with cross functional stakeholders, including Operations, People & Culture and Finance and the National Call Centre, to ensure workforce management processes are streamlined, data insights are actioned, and business outcomes are achieved.

Key Responsibilities

Workforce Management & Compliance

• Lead and support best-practice workforce planning, including rostering, shift optimisation, and headcount forecasting.
• Monitor key labour metrics such as overtime, absenteeism and labour utilisation.
• Ensure all rostering and workforce management practices are compliant with relevant awards or enterprise agreements.
• Work with Operations to ensure optimal resource allocation aligned with contractual obligations.

Data & Performance Insights

• Combine and analyse data from multiple sources (Chris21, Pageup, UKG time & attendance system, client data systems (Webclean), financial systems and operational reports to uncover trends, risks, and opportunities.
• Complete data analysis and use advanced Excel skills to build and maintain dashboards and regular reports that clearly communicate key performance indicators (KPIs).
• Support scenario planning and modelling for operational and workforce strategic decisions.

Process Improvement & Change Management

• Lead and develop compliance around standardised processes that improve workforce management and operational performance.
• Drive and support change initiatives across the contract, including systems, reporting processes, and cultural adoption of data driven decision making.
• Identify performance gaps and implement targeted interventions to close them.

Stakeholder Engagement & Communication

• Partner with leaders across Operations, P&C, Finance, and the Account Leadership Team to influence decisions and gain buy in for performance initiatives.
• Prepare and deliver persuasive presentations, reports, and recommendations to senior stakeholders.
• Act as a trusted advisor, capable of challenging the status quo and advocating for evidence based change.

What is in it for you?

• Flexible work arrangements
• Great team culture in a global business that nurtures talent has a commitment to a diverse and inclusive workforce.
• Ongoing learning and development opportunities
• Internal opportunities within our global organisation

Key Skills & Experience

• Proven experience in performance management, operational analytics, or workforce planning in a large, complex organisation or contract environment.
• Strong understanding of labour metrics, rostering principles, and award interpretation.
• Demonstrated experience working with and integrating data from multiple sources (Payroll, T&A,HR, operations, finance).
• High-level data analysis and visualisation skills – proficiency in Excel, Power BI, Tableau, or similar tools.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Ability to understand financial principles and their impact on performance.
• Strong organisational and project management skills.
• Accounting / financial background

To apply for this role please click on the 'apply' link and complete the online application.

ISS is passionate about creating a culture that values inclusion and diversity, where all our people are treated fairly and respectfully. We encourage applications from Aboriginal and Torres Strait Islander peoples, people living with disability, people from different cultural backgrounds and lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) people.

We are an ethical employer, recognised by the industry for paying fairly and ensuring a safe working environment for all our staff. Read more about ISS in Australia and New Zealand on our website.

**WE RESPECTFULLY ASK NO AGENCY APPROACHES PLEASE**