Head of Resource Planning & Performance Operations (Hybrid)

NFU Mutual; York and North Yorkshire; Hybrid; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Annual bonus up to 33%

Car allowance £7,000

Pension up to 20%

28 days annual leave + holidays

Private medical insurance

Family friendly policy

Gym membership contribution

Health & wellbeing plan

Volunteer days

Refer a Friend £500 bonus

Life Assurance 4x salary

Staff discounts on NFU Mutual policies

Job summary

NFU Mutual in the UK seeks a senior leader to head Resource Planning and Performance Operations across Customer Service Operations. You will set strategic direction, lead a 45-strong team, and drive capacity, budgeting and cross-channel performance.

You will shape the future of our customer contact capability, including AI adoption, multi-site orchestration and governance across programmes. You’ll influence investment priorities and ensure operational excellence.

Qualifications

• Strong resource or workforce planning experience, including capacity modelling and long-term forecasting.
• Experience of complex, multi-site and multi-channel Customer Service Operations.
• Understanding of customer contact technology and emerging capabilities such as AI.
• Experience of budgeting and headcount planning.

Responsibilities

• Lead national resource planning strategy and ensure capacity across sites and channels.
• Oversee budgeting and alignment with capacity plans for sustainable performance.
• Shape strategy and roadmap for future customer contact capability and AI adoption.
• Provide senior representation on key programmes and governance structures.

Skills

Resource planning

Forecasting

Change management

Stakeholder management

Leadership

Tools

Workforce management tools

Multi-channel contact tech

Job description

NFU Mutual in the UK seeks a senior leader to head Resource Planning and Performance Operations across Customer Service Operations. You will set strategic direction, lead a 45-strong team, and drive capacity, budgeting and cross-channel performance.

You will shape the future of our customer contact capability, including AI adoption, multi-site orchestration and governance across programmes. You’ll influence investment priorities and ensure operational excellence.