Head of Resource & Performance Planning - Customer Ops

NFU Mutual; Stratford-upon-Avon; Hybrid; GBP 100.000 - 110.000; Vollzeit

Benefits dieser Stelle

Salary circa £100,000

Annual bonus up to 33% of salary

Car allowance £7,000

Contributory pension up to 20%

28 days annual leave + bank holidays +

Buy/sell holiday trading scheme

Family Friendly policy

Private medical insurance family cover

Staff discounts on NFU Mutual policies

Gym membership contribution £20

Health and wellbeing plan

Employee volunteering day

Refer a Friend £500 bonus

Life Assurance 4x salary

Employee discounts 15% on policies

Zusammenfassung

NFU Mutual seeks a Head of Resource Planning and Performance Operations to shape strategic capacity across 1,300 FTE in a large, multi-site Customer Service Operations. You will lead a 45-strong team, define longer-term forecasts, and allocate resources across Stratford-upon-Avon, York, Bristol and Glasgow.

The role requires deep experience in multi-channel customer contact, budgeting discipline, and partnering with stakeholders and suppliers to drive technology-enabled improvements, including

Qualifikationen

• Strong resource/workforce planning experience, including capacity modelling and long-term forecasting.
• Experience in complex, multi-site and multi-channel Customer Service Operations with high-volume contact.
• Understanding of customer contact technology and emerging capabilities shaping the future of customer contact.
• Experience of financial and operational planning, linking budgets, headcount and capacity.
• Experience assessing and managing operational implications of significant change.
• Financial services or insurance experience desirable but not essential.

Aufgaben

• Lead our national resource planning strategy across sites and channels.
• Oversee long-term forecasting, capacity planning and real-time allocation of resources.
• Oversee the national budget and align financial, resource and capacity plans.
• Shape future customer contact capabilities, including AI and multi-channel strategies.
• Provide governance, performance insight, risk management and business continuity.

Kenntnisse

Resource planning

Forecasting

Capacity modelling

Workforce management tools

Multi-site operations

Multi-channel contact

Tools

Workforce management tools

Jobbeschreibung

NFU Mutual seeks a Head of Resource Planning and Performance Operations to shape strategic capacity across 1,300 FTE in a large, multi-site Customer Service Operations. You will lead a 45-strong team, define longer-term forecasts, and allocate resources across Stratford-upon-Avon, York, Bristol and Glasgow.

The role requires deep experience in multi-channel customer contact, budgeting discipline, and partnering with stakeholders and suppliers to drive technology-enabled improvements, including