Senior Manager, Workforce Management
Why you will love working for Hilton!
- 110 exceptionally discounted travel nights per year for you, your friends or family to enjoy at any of our 9000+ hotels located in 141 countries and territories around the world.
- Flexible work opportunities
- Discounts of up to 25-50% on products and services in participating Hilton outlets
- Comprehensive training and support for your new role
- Access to Hilton University training, offering more than 3000 learning programs
- Unwavering focus on creating an inclusive environment offers growth opportunities, is driven by purpose, and allows team members to bring their best, most authentic selves to work.
About the role
The Senior Manager, Workforce Management is responsible for leading workforce performance, labour optimisation, and Time & Attendance governance across multiple hotel properties. Operating within a shared services model, the role ensures accurate labour costing, compliance with awards and agreements, delivery of actionable workforce analytics, and continuous improvement in productivity and financial outcomes.
The role also leads and develops a team of Workforce Performance Managers and analysts, aligning workload and priorities to ensure agreed service levels are consistently met, while supporting hotel and regional senior leadership through high-quality insights and strategic workforce advice.
The Senior Manager, Workforce Management will report to the Regional Director of Finance. Key relationships would include but not limited to General Managers, Director of Finance, Director of Human Resources, Operations Analysts and Payroll/IT teams.
Responsibilities – specific duties
Team Leadership & Workforce Performance Governance
Lead, coach, and develop a team of Workforce Performance (WFP) analysts, fostering a high-performing, collaborative culture.
Align and actively manage workload across the WFP team to ensure service levels, deadlines, and stakeholder expectations are met.
Conduct regular one-on-one meetings, performance check-ins, and development discussions with team members to support capability uplift and succession planning.
Act as the escalation point for complex workforce, system, and labour management issues across the portfolio.
Workforce Management Systems
Oversee the configuration, administration, and optimisation of the Time & Attendance and Workforce Management systems across multiple hotel properties.
Ensure accurate setup and maintenance of employee data, organisational hierarchies, job codes, cost centres, pay rules, and payroll integrations.
Oversee timecard completion and approvals, ensuring accuracy, timeliness, and compliance with awards and agreements.
Ensure regular system audits are performed, including monthly audit trails validating correct calculation of hours, penalties, and exceptions, escalating issues as required.
Maintain system integrity, access controls, confidentiality, and appropriate governance standards.
System Implementation & Change Management
Lead the planning, execution, and rollout of system implementations, upgrades, and enhancements across hotels in Australia and other regions as required.
Act as the primary project lead, coordinating timelines, dependencies, and deliverables across hotels, IT, vendors, and central teams. Oversee system readiness, including hardware, server, and infrastructure requirements prior to deployment.
Provide on-site support during implementation and follow-up visits to conduct pulse checks, retraining, and optimisation as required.
Financial Strategy, Analysis & Executive Reporting
Plan, communicate, and administer workforce-related financial strategies in partnership with hotel management and regional finance leadership.
Evaluate and interpret hotel and regional workforce performance, labour productivity, and cost drivers.
Prepare and communicate clear, actionable insights for hotel leadership and regional senior leadership to support decision-making.
Support improved financial outcomes through labour optimisation, demand-based rostering, and productivity initiatives.
Workforce Optimisation & Labour Management
Drive the effective labour management ethos across the region, embedding productivity standards and disciplined workforce planning.
Lead workforce performance reviews, including time-and-motion studies and independent hotel labour reviews if required, identifying opportunities for efficiency and improved scheduling.
Ensure Labour Management Systems (LMS) are established, monitored, and sustained following reviews and projects.
Identify, articulate, and share best practices across the portfolio to support financial returns, guest satisfaction, and team member engagement
How You Will Collaborate With Others
Partner closely with Hilton HR, Finance, Payroll, IT, and Operations corporate teams on cross-functional workforce and systems initiatives.
Work with General Managers, Directors of Finance, and Directors of HR to align workforce strategies with operational and financial objectives.
Act as a trusted advisor to hotel and regional leadership on workforce performance, labour risk, and optimisation opportunities.
Projects You Will Take Ownership Of
Own the creation, enhancement, and evaluation of new workforce reporting and performance analytics tools across multiple platforms.
Develop analytics that identify labour performance risks, compliance issues, and optimisation opportunities.
Act as project manager across the WFP team, overseeing individual projects, workload allocation, and delivery to ensure alignment with common goals and strategic direction.
Lead workforce management system upgrades and pilots focused on:
Automated and optimised rostering aligned to labour demand
Improved cost visibility through real-time reporting, analytics, and forecasting
Strong compliance with awards and agreements
Enhanced team member engagement through innovative scheduling and technology
Skills and Qualifications
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
Strong expertise Time & Attendance and Workforce Management systems, particularly scheduling, approvals, reporting, and audits.
Demonstrated experience leading teams and managing competing priorities in a shared services or regional environment.
Experience in labour management systems (LMS) and hotel operations highly desirable.
Tertiary qualification in Accounting, Finance, Business, or a related discipline.
Advanced analytical, communication, and stakeholder engagement skills.
Ability to develop strong working relationships with internal and external customers
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Proven people leader with a coaching mindset and strong accountability focus.
Highly organised, detail-oriented, and comfortable working in a fast-paced, multi-stakeholder environment.
Trusted, professional, and discreet in handling sensitive workforce and financial data.
Passionate about continuous improvement, capability building, and delivering measurable business outcomes.
Reliable, well-organised, and accurate with data and reporting.
Professional, approachable, and supportive in stakeholder interactions.
Committed to continuous learning and personal development.
Workplace Safety & Health
Team members will be accountable to their supervisor or manager for:
Working in a safe and healthy manner and encouraging the safe behaviour of their peers
Taking reasonable care for the health and safety of themselves and others (team members, contractors, guests, members of the public) at Hilton
Keeping their work area safe, clean and tidy
Accepting and abiding by, the intent and instruction of the WHS policy
Participating in all WHS consultative meetings, emergency response rehearsals and reviews
The immediate reporting (to their direct supervisor) of all hazards which may cause injury, ill health or damage and to actively participate in programs undertaken to eliminate or control such hazards to the extent to which they are authorised and/or qualified
The immediate reporting of all incidents – no matter how small to their direct supervisor
Undertaking all training in safe work practises, system requirements, and where necessary, re-training
Participate and cooperate in the rehabilitation and return to work program if injured
Wearing and maintaining all personal protective equipment (PPE) as required by the job or work environment
Cooperate with Hilton regarding any requirement that is enforced in the interests of health, safety and welfare at work.
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