OverviewJob Title:

Workforce Planning Manager - Customer Service Operations

Location:

Edinburgh, Leeds or Halifax

Hours:

Full Time

Working pattern:

Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this opportunity

This is your chance to join the Workforce Planning team within Insurance Pensions and Investments (IPandI) Customer Service Operations at an exciting time as we near the end of the first year of our Customer Service Vision transformation.

We’re looking for a Workforce Planning Manager to join our Workforce Planning team in IPandI to support the planning of our operational, customer facing teams. You should be an experienced leader who is numerate, possesses excellent accuracy and decision-making skills with an analytical curiosity that drives the ability to think holistically and ‘join the dots’ across multiple channels and business areas.

Workforce Planning plays an important role in delivering the Group’s purpose by ensuring the operational, customer facing teams have the right people, in the right place, at the right time, to deliver the best possible customer experience with consideration of cost/productivity guard rails.

We influence efficient and effective customer experience through trusted judgement, analysis and insight. Building relationships with internal customers and colleagues across operational leadership, platform, finance, data and commercial teams is key to our success along with the ability to ensure data driven forecasts and insights are accurate, clear and appropriate.

Responsibilities

Lead and coach colleagues to high performance

Storytelling ability to simplify and translate sophisticated thoughts to engage a senior audience, both through written and verbal/face to face presentation

Analytical curiosity (interpret data and provide recommendations)

Strong numeracy and data literacy skills, excellent experience with Excel to model and analyse data

A problem-solving approach

Great collaboration skills

A positive and professional manner

Drive, passion, enthusiasm, and a willingness to learn and develop

Desirable experience

Experience with Power BI and Power Query are preferred but not essential

Experience using statistical techniques to forecast future demand and aligning resource to ensure successful outcomes

Knowledge of IPandI business and products

About working for usOur ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

Want to do amazing work, that’s interesting and makes a difference to millions of people?Join our journey!

This advertisement may close earlier than the stated deadline if we receive a high volume of applications. To ensure your application is considered, we encourage you to apply as soon as possible.

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