Description
Our financial services client in the North West is currently looking for a Resource Planning Manager to oversee the creation & maintenance of all demand & supply activities across General Insurance Operations to ensure that the business effectively assesses & manages demand activity & its resource. The Resource Planning Manager will be required to manage 5 Direct reports along with using a variety of Resource Planning tools. This is a 3 Month contract paying £450/day.
The Resource Planning Manager will be responsible for the following:
- Deliver robust campaign management for any activity or programs that impact workload, resource use and customer self-service capacity.
- Overall responsibility for the team that is managing and controlling customer facing activity, across multiple sites and function areas, on a short-range & Real Time.
- Ensure that all areas across General Insurance Operations achieve service levels on a weekly, daily, & interval level.
- To manage the medium term planning cycle (3 month window) & all resource deployment across the General Insurance Operations area to ensure that demand patterns are accurately assessed/predicted & that resource is optimally aligned to ensure the delivery of service targets.
- Responsible for developing the framework that matches colleague working patterns to customer contact profiles & ensures that resource is available in the required numbers, with the required skill-sets, at the required times. To effectively balance the colleague experience against these objectives
- To ensure that the required level of off-phone activity occurs in the optimal places & that annual leave systems are managed effectively. To identify short & medium range upskill & training requirements & ensure that these get delivered.
- To drive & continually improve resource utilisation to ensure that the business not only achieves its service delivery but to improve cost efficiency.
- To act as the key point of contact for resource related issues & influence the target operating models & operational plans for that area
The Resource Planning Manager will have the following knowledge, skills and experience:
- A proven track record in managing Intraday teams in high volume environments with knowledge of Banking & GI sectors desirable
- Highly numerate
- Knowledge of Workforce Management Systems with eWFM desirable
- Proven track record in large resource management and leadership roles
- Extensive experience in designing & running large scale flexible working programs (scheduling & time-off management) across a contact centre estate
- Strong influencing skills and high impact with internal and external stakeholders
- Clearly evidenced ability to manage, develop and motivate a team of analysts/resource planners
- Advanced industry knowledge gained from roles within financial services organisations, & external best practise forums, covering contact centres and Back Office' processing areas
- Excellent communication and presentation skills, able to communicate complex and technical messages to a variety of technical and non technical audiences
Please forward your CV to be considered.