Europ Assistance East Asia Hiring! Full Time Workforce Planning Manager in Selangor - Ricebowl

Role Title: Workforce Planning Manager

Location: Section 14, Petaling Jaya.

Employment Type: Full time

Reporting To: Head of Performance & Planning

About Redion

Redion is a global care, assistance, and travel insurance provider, helping people stay protected and supported wherever life takes them. In Australia, Redion partners with businesses and travellers to deliver travel insurance, emergency assistance, and care services, providing support before, during, and after every journey.

Backed by a global network spanning more than 190 countries, Redion combines local expertise with worldwide reach to be there when it matters most. Guided by our values of Caring, Collaborative, Agile, Reliable, and Experts, we're committed to delivering exceptional experiences for our customers, partners, and people.

About the role

As Workforce Planning Manager, you will lead the development of a forward-looking workforce planning capability that supports Redion’s evolving Operating Model. You will oversee forecasting, capacity planning and workforce optimisation across onshore and offshore teams, ensuring the business has the right resources in place to deliver strong customer and operational outcomes.

This is a high-impact leadership role focused on transforming workforce planning from a reactive process to a scalable, data-driven function. Through a Genesys-enabled WFP/WFM model, you will provide strategic insights and recommendations that improve service performance, workforce stability, operational resilience and cost efficiency.

What the role looks like

• Lead and evolve Redion’s workforce planning capability, aligning people, capacity and resources to support business growth and operational performance.
• Develop short, medium and long-term workforce plans that balance customer demand, service levels, productivity and labour costs across onshore and offshore teams.
• Drive forecasting, scheduling and real-time workforce management practices, ensuring resources are optimised to meet changing operational requirements.
• Champion the adoption and optimisation of Genesys WFM, leveraging data and technology to improve planning accuracy, workforce visibility and decision-making.
• Deliver actionable workforce insights and reporting that support operational leaders, financial planning, headcount governance and performance improvement initiatives.
• Partner with key stakeholders across Operations, Finance, People & Culture, Technology and offshore teams to influence workforce decisions and manage service risks.
• Build workforce planning maturity through continuous improvement, stronger governance, enhanced planning processes and coaching leaders on workforce planning best practices.

What you’ll bring

• Extensive experience in workforce planning, workforce management or resource planning within complex operational or contact centre environments.
• Strong expertise in forecasting, scheduling, capacity planning and real-time workforce management, with a solid understanding of service level and productivity drivers.
• Proven ability to build and embed workforce planning frameworks that support business growth, operational efficiency and customer outcomes.
• Advanced analytical skills, with hands-on experience using tools such as Genesys, Power BI, Excel or similar workforce management platforms.
• The ability to translate data into actionable insights and influence stakeholders through commercially sound recommendations and clear decision-making.
• Experience partnering across Operations, Finance, People & Culture, Technology and offshore teams to deliver business-wide workforce outcomes.
• A continuous improvement mindset, with a passion for leveraging data, technology and best practice workforce planning to drive performance and organisational maturity.

Why join us

At Redion, we're more than a travel insurance and assistance provider. We're a global care business that helps people navigate life's unexpected moments with confidence and peace of mind. Every day, our people make a real difference by supporting customers when they need it most.