Head of Resource Planning, Forecasting & MI

Job Description

Responsibilities

• Lead end-to-end forecasting, demand planning, capacity planning, scheduling and operational planning across multiple business areas and locations.
• Develop, own and continuously improve forecasting and sensitivity models that support service levels, resource planning, cost control and regulatory compliance.
• Produce short, medium and long-range forecasts and resourcing roadmaps to support business planning, budgeting and recruitment decisions.
• Lead the MI and reporting capability, partnering with operational, product and transformation teams to deliver scalable, insight-led reporting for a variety of audiences and focuses including executives and regulatory.
• Lead scenario modelling and impact analysis relating to product, CRM, digital and operational changes, quantifying likely effects on contact demand, cost and resource requirements.
• Independently challenge and validate assumptions, business cases and claimed transformation benefits, ensuring outcomes are evidence-based and measurable.
• Identify operational risks linked to forecast accuracy, service performance and demand changes, and take proactive action to minimise impact.
• Establish effective governance, planning forums, policies, processes and standards to support consistent and high-quality decision-making.
• Previous team leadership experience focused on forecasting, resource planning, capacity planning and management information within a complex operational environment.
• Strong understanding of MI, analytics and reporting, with experience of turning data into clear, actionable business insight for a variety of audiences/partners.
• Experience building and improving forecasting or sensitivity-based planning models in multi-channel, multi-site operations.
• Experience using data and insight to influence senior stakeholders and shape strategic decisions.
• Confidence in challenging assumptions, validating benefits and embedding a culture continuous improvement.
• Experience within a contact centre or service-led operational environment.
• Great compensation package and discretionary bonus plan
• Core benefits include pension, bupa healthcare, sharesave scheme and more
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.