Business Planning Manager

r3 Consultant; Maharashtra; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

A consulting firm in Maharashtra is seeking a Business Planning Manager to lead a team focused on optimizing resources and managing client relationships. The ideal candidate will drive improvements in operational efficiency and service delivery, ensuring all service levels are met. Responsibilities include managing a team of planning specialists, analyzing client needs, and implementing effective resource planning strategies. This is a full-time position for a mid-senior level professional.

Qualifications

• Knowledge of planning theories and methods such as regression techniques.
• Experience with call center statistics and network level routing is desirable.
• Proficient in time management and problem-solving.

Responsibilities

• Manage and develop a team of planning specialists.
• Design and implement resource requirements based on client requests.
• Ensure contracted service levels are met and improve operational efficiency.
• Analyze client-specific information to enhance business efficiency.

Skills

Analytical skills

Problem solving

Teamwork

Time management

Tools

Planning software

Forecasting methods

Job description

Join to apply for the Business Planning Manager role at r3 Consultant.

Position Overview

To manage and develop a team of Planning & Delivery specialists focused on optimizing resources in operational units, ensuring achievement of contractual service levels, and making recommendations for continuous improvements. To manage client (Operations) relationships and expectations from a resource and future capacity planning perspective. The successful candidate will be a key member of Resource Optimization in South Africa.

Key Responsibilities

• Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests.
• Identify behavioural operational issues/trends that impact profitability (e.g., available time, schedule adherence) and work with General Managers, representing Planning on the Client Action Team, to address such issues and develop continuous improvement strategies that optimise client profitability.
• Work with General Managers to ensure contracted service levels are met by improving schedule efficiency, utilisation, adherence, and productivity; proactively identify service delivery issues and resolve them with Operations Managers and the client.
• Analyse client-specific information, such as long‑term forecasts and call routing strategies, to improve business efficiency via better resource utilisation.
• Work with General Managers, Operations Managers and Clients to set, achieve and maintain the Dialer strategy, improving performance and ensuring compliance with Ofcom regulations (e.g., abandon rate targets).
• Influence and assist General Managers in prioritising client-specific requirements to deliver optimal business benefit and manage client expectations.
• Manage, motivate and develop a team of up to 10 direct reports and oversee a larger team of Planning specialists to ensure delivery of high-quality output.
• Manage redeployment processes and utilisation of resources across the business to ensure optimum business efficiency.
• Formulate budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree yearly budgets or re‑forecast.
• Formulate actual and future resource requirements to support business decisions around training and recruitment.
• Authorise planning aspects for client areas to enable accurate billing.
• Ensure accuracy of client capacity (FTE & Space) plans and scheduling accuracy.

Client Services

• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered.

Decision Making

• Staffing and seating requirements for existing units, new units and new bids.
• Redeployment of staff between units (may be due to decrease/increase in business).
• Strong analytical and organisational skills, including trend analysis.
• Proficient in time management.
• Ability to plan, prioritise and organise effectively; detail-oriented.
• Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritise daily responsibilities.

Influence Decisions

• Nature of commercial deals.
• Delivery of calls from client.

Finance (Budgets, Revenues, etc.)

• Impacts on business unit employee and overhead costs; advise managers on profitable operations.
• Impacts on business unit achievement of service levels and potential penalties.
• Impacts potential future revenue streams; instrumental part of the bid process by designing innovative and cost-effective resourcing solutions.

Non-Financial (Products, Markets, People, etc.)

• Focus on Resource Planning, Service Delivery or Dialler.
• Responsible for maximising the efficiency of desk utilisation within the call centre.
• Responsible for managing a team of up to circa 40 Planning specialists.
• Key direct interface with internal and external clients providing specialist Planning, Service Delivery or Dialer knowledge.
• Responsible for planning for approximately 1,500–2,000 heads across various clients.
• Responsible for ensuring compliance with Ofcom regulations regarding Dialler abandon rates.

Implementation of Guidance and Policy

• Implement, maintain and manage the cascading of all relevant Capita policies & procedures to team members.
• Report all Health & Safety incidents to the Occupational Health and Safety Officer on site.

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Skills & Knowledge

• Knowledge and application of planning theories and forecasting methods (e.g., regression techniques).
• Knowledge and application of Call Centre switches/network level routing / skill-based routing (desirable).
• Knowledge and application of Planning specific software.
• Good knowledge of workforce management processes and principles.

Key Competencies

Excellent problem solving, strong numerical background, ability to demonstrate results to reflect quality and timely delivery, good understanding of call centre statistics and systems, teamwork and collaborative integration within the planning team.

Skills and Abilities

• Excellent problem solving.
• Strong numerical background.
• Ability to demonstrate results to reflect quality and timely delivery.
• Good understanding of call centre type statistics and systems.
• Teamwork – required to integrate and work collaboratively within the planning team.
• Management/Supervisory responsibility – this role does have supervisory responsibility.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Business Development and Sales

Industries

Staffing and Recruiting