Head of Resource Planning and Performance Operations

NFU Mutual; West of England; Hybrid; GBP 100,000 - 130,000; Full time

Benefits offered by this job

Car allowance

Pension scheme

28 days leave + bank holidays

Family friendly policy

Private medical insurance

Job summary

NFU Mutual is seeking a senior leader to drive strategic resource planning and performance across its Customer Service Operations. You will lead a 45-person team across multiple sites and channels, shaping capacity, forecasting, budgeting and real-time management to support complex, high-volume customer contact.

The role emphasizes strategic direction balanced with operational realities, stakeholder management, and an enterprise-wide perspective on decisions and priorities.

Qualifications

• Strong resource or workforce planning experience, including capacity modelling and longer-term forecasting.
• Experience of multi-site and multi-channel Customer Service Operations with high-volume contact.
• Good understanding of customer contact technology and emerging capabilities shaping future contact.
• Experience of financial and operational planning, including budgets, headcount and capacity.
• Experience in assessing operational implications of significant business change.

Responsibilities

• Lead national resource planning strategy across sites, channels and functions.
• Oversee longer-term forecasting, capacity planning, real-time management and resource allocation.
• Oversee national operational budget planning to align with capacity and performance objectives.
• Shape strategy and roadmap for future customer contact capabilities, including AI and multi-channel delivery.
• Oversee governance, performance insight, risk and business continuity; represent in senior programmes.

Skills

Resource planning

Workforce planning

Forecasting

Stakeholder management

Budget planning

Cross-functional collaboration

Tools

Workforce management tools

Job description

Head of Resource Planning and Performance OperationsLead strategic resource planning across a large, complex Customer Service Operations environmentShape the future of our customer contact capability, including emerging technology and multi-channel customer contactHybrid working with up to 60% homeworking and 40% across our Stratford-upon-Avon, York, Bristol and Glasgow offices.About the roleDue to an upcoming retirement, we have a senior leadership opportunity at NFU Mutual, shaping how we plan, resource and develop Customer Service Operations across a complex, multi-site and multi-channel environment of around 1,300 FTE. Leading a team of 45 through six direct reports, you’ll set direction and build the capability needed to deliver across this wide-ranging remit.Resource planning is fundamental to the role. You’ll lead our national resource planning strategy, ensuring we have the right capacity and resources available across our sites, functions and channels. This will span longer-term forecasting and capacity planning through to resource allocation and real-time management, helping us respond effectively to changing customer and operational demand.Closely connected to this, you’ll lead the planning and oversight of our national operational budget, ensuring our financial, resource and capacity plans work together to support effective decision-making and sustainable operational performance.An increasingly significant part of your role will be shaping the future of our customer contact capability. Working across the wider business, you’ll help develop the strategy, vision and roadmap, understand future requirements and assess emerging capabilities, including AI and multi-channel customer contact. You’ll shape product direction and investment priorities, working with stakeholders and suppliers to ensure our technology continues to improve outcomes for customers, colleagues and the wider operation.You’ll assess the operational impact of wider change, ensuring implications for people, processes, capacity and customer service are understood and managed effectively.You’ll also oversee operational governance, performance insight, risk and business continuity, while building strong relationships across NFU Mutual and providing senior representation on key programmes.Please note this role internally is known as Head of Performance and Resource Planning (Customer Service Operations)About youAbout youYou’re an accomplished senior leader with experience in large, complex Customer Service Operations, across multiple sites and channels. You can set strategic direction while remaining connected to operational realities, bringing together different functions and priorities to achieve shared outcomes.Collaborative and influential, you build strong relationships across Customer Service Operations, senior stakeholders and the wider business, bringing an enterprise-wide perspective to decisions and priorities.To join NFU Mutual, you’ll also bringStrong resource or workforce planning experience, including capacity modelling, longer-term forecasting and the use of workforce management toolsExperience of both complex, multi-site and multi-channel Customer Service Operations, and high-volume customer contactA good understanding of customer contact technology, with an interest in how emerging capabilities are shaping the future of customer contactExperience of financial and operational planning, including the relationship between budgets, headcount and capacityExperience of assessing and managing the operational implications of significant business changeFinancial services or insurance experience would be desirable but isn’t essential.At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique. We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees.We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.Benefits and RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including:Salary circa £100,000Annual bonus (up to 33% of salary)Car allowance of £7,000Contributory pension scheme, up to 20%, including your 8% contribution28 days annual leave + bank holidays + buy/sell/save holiday trading schemeA Family Friendly policy that helps you balance your work and family responsibilitiesPrivate medical insurance family coverAccess to savings at High Street brands, travel and supermarkets£20 contribution to a monthly gym membership – subject to T&CsHealth and wellbeing plan - cashback for dentist, opticians, physio and moreEmployee Volunteering - volunteer in the community for one day each yearUnlimited access to Refer a Friend £500 bonus schemeLife Assurance cover of 4 x salaryEmployee discounts of 15% on a range of NFU Mutual insurance policies.Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services organisations, and for over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us, so we’re proud to be recognised as “a great place to work”.Our Gallup Exceptional Workplace 2026 award was not only awarded with Distinction, but it also marked us as the first UK based company to earn a Gallup Exceptional Workplace award for eleven consecutive years. We’ve also been consistently recognised by Glassdoor. We appeared in the Glassdoor Best Places to Work UK list in 2023, 2024 and 2026 — and in 2026, we were the highest ranked insurance business in the UK, highlighting our strong employee experience and the positive feedback our people share on the platform.Additionally, we were named in the LinkedIn Top Companies 2026 list of “Best midsize employers to grow your career in the UK”, and we’ve been certified as a UK Top Employer by the Top Employers Institute in 2023, 2024, 2025 and 2026.We offer a supportive and empowering culture where people are inspired to perform, given opportunities to grow, and recognised and rewarded for their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable—so we’re successful now and in the future.Bristol3rd & 4th Floor10 Temple BackBristolBS1 6FLVisit the Bristol officeVacancy managed bySarah Carey