Resource Planning Analyst

Hiscox Underwriting Group Services Ltd (HUGS); York and North Yorkshire; Hybrid; GBP 40,000 - 52,000; Full time

Job summary

Hiscox UK is seeking a Resource Planning Analyst to shape workforce planning and service optimisation across the organisation. You will forecast, schedule and manage workforce across front and back office teams in a hybrid working environment.

The role emphasises strong analytical thinking, proactive planning and collaboration with stakeholders to meet customer expectations and KPIs. Training and development will be provided to grow expertise in forecasting and real-time planning.

Qualifications

• Strong analytical and logical thinker.
• Experience in Resource Planning is essential.
• Proactive mindset focusing on forecasting, scheduling and workforce management.
• Excellent stakeholder management skills.

Responsibilities

• Assist mid-term planning to ensure the right resource plan and schedules meet customer expectations in front and back office teams.
• Support workforce planning and service optimization across Hiscox UK operations, focusing on mid-term planning.
• Collaborate with service delivery teams to ensure delivery of service KPIs.
• Analyse historical supply and demand data to produce forecasts, arrival distributions and performance trends with improvement recommendations.
• Perform schedule administration within the WFM platform using data from various sources; ensure accuracy and provide recommendations.
• Develop and maintain strong relationships with key stakeholders to enable timely decision-making.
• Assist Real Time Planning by analyzing call trends, performance and forecasts to influence interval level plans.
• Contribute to creation and maintenance of best practices, governance, auditing and documentation.

Skills

Analytical thinking

Forecasting

Scheduling

WFM systems

Stakeholder management

Excel

Tools

WFM platforms

Job description

Job Type: Permanent

Build a brilliant future with Hiscox

Within Hiscox we are dependent on timely data and forecasting to ensure the best business service is delivered to our customers. Through correct forecasting, scheduling and real time workforce management we deliver a quality of service that is unrivalled in our industry. This is an exciting opportunity to join the Resource Planning Team as an Analyst, where you will play a key role in shaping workforce planning and service optimisation across Hiscox UK operations.

We're looking for someone with strong analytical thinking and a proactive mindset—prior experience in Resource Planning is essential, and you will be given the training and support needed to develop further in the role and grow your expertise across forecasting, scheduling and workforce management.

As a Resource Planning Analyst, you will help ensure we have the right people in the right place at the right time—across both front and back office teams. You will contribute to mid- and short-term planning, helping us meet and exceed customer expectations in a hybrid working environment. With flexible working now embedded in our culture, your work will be vital in maintaining service levels across a distributed workforce.

The Resource Planning team is responsible for the workforce management across our customer service and central broker underwriting teams, providing cost effective resource models that ensure financial as well as operational performance. We work closely with stakeholders across the business and in particular helping customer service teams to optimise utilisation and availability for the customer service workforce.

As a Resource Planning Analyst, you will be responsible for:

• Assist with the mid-term planning process, ensuring that the right resource plan and schedules are in place to meet customer expectations in both front and back office teams.
• Support workforce planning and service optimization across Hiscox UK operations, with a focus on mid-term planning.
• Collaborating with service delivery teams to ensure the successful delivery of service KPIs.
• Carrying out in depth analysis of historical supply and demand data to produce robust forecasts, arrival distributions and performance trends, using this information to make improvement recommendations.
• Schedule administration within WFM platform, using information from a variety of sources, ensuring accuracy and providing recommendations.
• Development and maintenance of strong relationships with key stakeholders, providing impact assessments to enable timely and accurate decision-making.
• Responds to internal customer requests through email/teams channels.
• Assist Real Time Planning when required, analysing call trends, performance and forecasts to make tactical decisions which impact interval level plans.
• Assist with the creation and maintenance of best practice, governance, auditing and frameworks to ensure all processes are well documented.

Technical skills required for the role:

• A sound understanding of operational teams
• Understanding of resource planning methodologies
• Practical exposure to Workforce Management (WFM) systems (e.g., scheduling/forecasting platforms)
• Experience with scheduling and driving scheduling efficiency
• Strong stakeholder management
• Ability to utilise Microsoft Suite (Excel, Word, PowerPoint etc)

Personal attributes:

• Good communication and presentation skills
• Strong analytical and logical thinker
• A relationship builder – comfortable working with operational teams across the business
• Influencer – demonstrable skills in guiding stakeholders thinking to align with strategic objectives
• Customer focussed – awareness of the impact of decisions on the Customer Experience
• Attention to detail and to quality with a solid work ethic

Diversity and flexible working at Hiscox

At Hiscox we care about our people. We hire the best people for the job and we are committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn't always have to be 'nine to five' and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role. Work with amazing people and be part of a unique culture.

We are a global, specialist insurer headquartered in Bermuda and listed on the London Stock Exchange. With 3,000 employees and 32 offices in 12 countries we are a business with lots of opportunity for people with talent, spark and lots of ambition.

If you want to build a great career with a company that prioritises strong values – such as integrity and courage – where our people always pull together to do the right thing for each other and our customers, then we’d love to hear from you.