Pensions Forecasting & Capacity Planning Lead

WTW; Redhill; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working options

Private healthcare

Group income protection

Pension scheme

Job summary

WTW Outsourcing GB is seeking a Performance and Planning Manager to optimise capacity, skills and resources across our Service Centre and pensions administration operations. You will translate demand into forecasts, capacity plans and schedules using workforce management tools and data-driven insights.

You will collaborate with leaders to balance member experience, delivery commitments and cost, while improving forecasting accuracy and operational reporting in a hybrid UK setting.

Qualifications

• Experience in workforce planning, forecasting, scheduling, workload planning, real-time management or resource planning within a contact centre, pensions administration or comparable service environment.
• Experience planning customer or member demand alongside back-office or inventory-based workloads, or the ability to transfer planning disciplines between these environments.
• Experience using workforce-management, contact-centre or operational-planning technology for forecasting, scheduling and performance management.
• Strong understanding of key workforce and service measures, including service levels, handling time, occupancy, utilisation, adherence, backlog ageing and forecast accuracy.
• Experience translating demand and workloads into skill-based capacity requirements and resource plans.
• Strong Excel and data analysis skills, with the ability to interpret complex operational information quickly and accurately.
• Experience producing operational reporting and turning performance variance into clear, practical recommendations.
• Strong stakeholder and influencing skills, with the confidence to constructively challenge assumptions.
• Clear written and verbal communication skills and the ability to make sound decisions in a fast-paced operational environment.
• Curiosity about how technology, automation and AI can improve workforce planning and operational insight.

Responsibilities

• Develop accurate tactical forecasts, capacity plans, workload plans and schedules across multiple channels, work types, skills and locations.
• Translate demand, workloads and delivery commitments into practical resource and capacity requirements.
• Monitor service performance, workload, adherence, throughput, backlogs and emerging risks.
• Coordinate real-time and in-period workforce plans, implementing agreed interventions and escalating issues where needed.
• Provide clear, data-led recommendations that balance member experience, delivery commitments, colleague experience, risk and cost.
• Maintain consistent planning standards, assumptions, controls and reporting across operations.
• Identify the underlying causes of performance challenges across demand, capacity, skills, processes, technology and execution.
• Use scenario modelling to support operational decision-making and forward planning.
• Continually improve forecasting accuracy, workload allocation, workforce-management processes and operational insight.

Skills

Workforce planning

Forecasting

Scheduling

Data analysis

Excel

Stakeholder management

Communication

Tools

Power BI

Workforce management software

Job description

WTW Outsourcing GB is seeking a Performance and Planning Manager to optimise capacity, skills and resources across our Service Centre and pensions administration operations. You will translate demand into forecasts, capacity plans and schedules using workforce management tools and data-driven insights.

You will collaborate with leaders to balance member experience, delivery commitments and cost, while improving forecasting accuracy and operational reporting in a hybrid UK setting.