Senior Resource Planning Manager - M&G plc.

eFinancialCareers; Stirling; On-site; GBP 70,000 - 110,000; Full time

Job summary

M&G Life is seeking a Senior Resource Planning Manager to lead strategic resource and capacity planning across our customer operations in the UK. You will combine forecasting, capacity modelling and leadership to build a high-performing planning team and influence senior stakeholders.

The role focuses on long-term planning across contact-centre, back-office and complaints operations, with responsibility for turning data into actionable insights and overseeing outsourced partner plans.

Qualifications

• Significant resource planning experience within a contact-centre or customer operations environment.
• Strong practical experience of forecasting, capacity planning and resource modelling.
• A detailed understanding of contact-centre planning measures including volumes, AHT, shrinkage, occupancy/productivity, service levels and FTE requirements.
• Experience of both strategic/long-range planning and operational resource planning.
• A strong track record of leading, coaching and developing resource planning teams.
• The ability to interrogate data, challenge assumptions and translate analysis into clear operational decisions.
• Credibility and confidence influencing senior operational stakeholders.
• Experience working with outsourced or third-party operational partners.
• Good knowledge of workforce management systems and planning methodologies.
• Financial services or insurance experience would be advantageous, but deep resource-planning expertise and leadership capability are more important.

Responsibilities

• Leading long-term resource and capacity planning across customer contact, back-office and complaints operations.
• Developing robust demand forecasts, capacity models and strategic resource plans.
• Translating forecast demand into FTE and capacity requirements, taking account of volumes, handling time, shrinkage, productivity, attrition and service levels.
• Identifying future capacity risks and recommending appropriate recruitment, resource or operational interventions.
• Leading, coaching and developing the resource planning team and building capability for the future.
• Challenging planning assumptions and continuously improving forecasting and planning methodologies.
• Partnering with senior operational leaders to balance customer outcomes, service performance, colleague sustainability and cost.
• Assessing the resource implications of growth, transformation, digital adoption and changing customer behaviour.
• Providing oversight and challenge of resource and capacity plans delivered by outsourced partners.
• Turning complex planning data into clear insight and recommendations for senior decision-makers.

Job description

At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and offer workplace adjustments to ensure you have the support you need to succeed in your role.

Senior Resource Planning Manager

M&G Life supports more than five million customers across a complex mix of in-house and outsourced operations in the UK and internationally.

We are looking for an experienced Senior Resource Planning Manager to lead and strengthen our approach to strategic resource and capacity planning across our customer operations.

This is a specialist resource planning leadership role within a contact-centre/customer operations environment. It is not a project or programme management position.

You will combine strong technical knowledge of forecasting, capacity planning and resource modelling with the leadership skills to develop a high-performing planning team and influence senior stakeholders.

What you'll be doing

• Leading long-term resource and capacity planning across customer contact, back-office and complaints operations.
• Developing robust demand forecasts, capacity models and strategic resource plans.
• Translating forecast demand into FTE and capacity requirements, taking account of volumes, handling time, shrinkage, productivity, attrition and service levels.
• Identifying future capacity risks and recommending appropriate recruitment, resource or operational interventions.
• Leading, coaching and developing the resource planning team and building capability for the future.
• Challenging planning assumptions and continuously improving forecasting and planning methodologies.
• Partnering with senior operational leaders to balance customer outcomes, service performance, colleague sustainability and cost.
• Assessing the resource implications of growth, transformation, digital adoption and changing customer behaviour.
• Providing oversight and challenge of resource and capacity plans delivered by outsourced partners.
• Turning complex planning data into clear insight and recommendations for senior decision-makers.

What we're looking for

• Significant resource planning experience within a contact-centre or customer operations environment.
• Strong practical experience of forecasting, capacity planning and resource modelling.
• A detailed understanding of contact-centre planning measures including volumes, AHT, shrinkage, occupancy/productivity, service levels and FTE requirements.
• Experience of both strategic/long-range planning and operational resource planning.
• A strong track record of leading, coaching and developing resource planning teams.
• The ability to interrogate data, challenge assumptions and translate analysis into clear operational decisions.
• Credibility and confidence influencing senior operational stakeholders.
• Experience working with outsourced or third-party operational partners.
• Good knowledge of workforce management systems and planning methodologies.
• Financial services or insurance experience would be advantageous, but deep resource-planning expertise and leadership capability are more important.

Is this role right for you?

This position requires substantial, hands-on resource planning experience within contact-centre/customer operations.

If your experience is primarily in project management, programme management or transformation, without significant responsibility for forecasting, resource modelling and capacity planning, this role is unlikely to be the right fit.

We're particularly interested in candidates who can demonstrate not only strong technical planning expertise, but also clear evidence of leadership: developing people, challenging thinking and influencing decisions in complex operational environments.

What to expect from the recruitment process

Our selection process will explore your personal experience of contact-centre resource planning, technical planning judgement and leadership. Candidates should therefore be prepared to discuss specific examples from your own career, including the planning assumptions, decisions and outcomes for which they were personally accountable.

If you are successful, the selection process may involve aptitude assessments, writing a presentation, a virtual screening interview, a competency based interview and a final interview.

Location: Scotland

Work Level: Manager / Expert