Strategic Resource & Capacity Planning Leader

M&G; Scotland; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Pension up to 18%

Share Save/Share Incentive Plan

38 days annual leave

Inspiring Families policy

Private Healthcare

Job summary

M&G is seeking a Senior Resource Planning Manager to lead enterprise‑wide resource and capacity planning, shaping strategic and operational models for scalable customer services. You will translate business strategy into actionable capacity plans, partnering with Commercial, Finance, Digital, Transformation and Operations to drive efficiency and resilience.

This senior role requires deep expertise in resource modelling, forecasting, and collaborating with external partners to manage third‑party

Qualifications

• Proven team leadership across large scopes and succession planning.
• Extensive experience in resource planning for contact centres, back office, and complaints.
• Strong forecasting and planning principles knowledge; ability to build and optimise processes.

Responsibilities

• Lead long‑term resource and capacity planning strategy aligned with objectives and customer outcomes.
• Support end‑to‑end planning cycles including supply management and real‑time optimization.
• Develop and maintain strategic resource plans across customer service areas and channels.

Skills

Team leadership

Resource planning

Forecasting

Customer service

Stakeholder management

Outsourcing experience

Analytical thinking

Performance KPIs

FS industry understanding

Workforce management

Job description

M&G is seeking a Senior Resource Planning Manager to lead enterprise‑wide resource and capacity planning, shaping strategic and operational models for scalable customer services. You will translate business strategy into actionable capacity plans, partnering with Commercial, Finance, Digital, Transformation and Operations to drive efficiency and resilience.

This senior role requires deep expertise in resource modelling, forecasting, and collaborating with external partners to manage third‑party