Business Unit: Customer Service & Operations
Salary range: £52,800 - £66,000 per annum DOE + Benefits
Location: UK Remote
Contract type : Permanent

Our Team

An amazing opportunity for someone to join our growing Customer Transformation & Operations - Resource Planning team, primarily specialising in leading a team of Resource Planning Managers and their teams of analysts in the production of accurate Strategic and Capacity plans across the Operations function. Responsible for leading a team to create accurate forecasting of FTE requirements to service projected demand within agreed Service Levels. If you are a self-motivated, enthusiastic and effective leader ready to make a real difference to a successful and go-getting team then we are looking for you!

The successful candidate will focus on a variety of Customer Service KPI's and support the Senior Leadership team in achieving business objectives. You'll work with our key stakeholders to understand and demonstrate resource requirements and costs against the context of internal targets and the external market, whilst identifying opportunities and supporting the development and execution of our strategies. You'll play a significant role in leading the team to help the business deliver against their Commercial plans, customer service, and cost ambitions.

What you'll be doing

• Lead an effective, efficient and motivated team of Resource Planning Specialists.
• Manage and control risks identified as part of the Risk management framework.
• Set the vision then execute on delivering a best-in-class Planning and Colleague Performance Cycle across multiple business areas, ensuring the creation and maintenance of effective supply and demand forecasts.
• Bring together insight across Planning forecasts, WFM tooling and productivity data in a clear and concise manner that drives Operational action.
• Drive the adoption of key planning processes and procedures with key senior leadership stakeholders to facilitate business decision making and identify key risks and opportunities.
• Collaborate with senior management across CS&O and the wider business, including technical stakeholders in Customer Value, Strategy, Risk, Marketing, Finance, Commercial, and GBI.
• Chair meetings with key stakeholders, to challenge the status quo and the operational efficiency of the business. Provide actionable insight on performance and productivity within engaging presentations to drive action at all levels of the organisation.
• Understanding the financial services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.

• Experience leading and driving the performance of a team of SME resource planning managers and analysts.
• Experience leading colleagues and businesses through change and driving the adoption of new ways of working
• Highly organised with strong prioritisation and delegation skills.
• Ability to work across the organisation, engaging with multiple parts of the business on a breadth of tasks.
• Expert Knowledge and skills in Microsoft software, including Power BI, Teams, Excel, PowerPoint, and Word and WFM tooling.
• Ability to logically analyse and interpret data.
• Experience using data to inform commercial and strategic decisions, analyse trends, explain performance, and make recommendations to senior stakeholders in the business.
• Strong oral and written communication and presentation skills, with the ability to convey complex messages and ideas to both technical and non-technical audiences at all levels of the organisation. Gravitas with excellent influencing, engagement, and communication skills across all levels of the business.
• Understanding of financial services, products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.
• Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy.
• The ability to deputise for the Head of Planning and Insights.

• Project Management / process improvement skills
• Operational Excellence leadership experience

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

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