Performance and Planning Manager

Overview

In this role you will ensure the right capacity, skills and resources to meet member and client needs across service centre and pensions operations. You will translate demand into practical forecasts and capacity plans, using data and scenario modelling to advise leaders on performance, cost and risks. The role spans customer contact and back-office work, adapting planning approaches as priorities evolve. You will collaborate with cross-functional teams to improve forecasting accuracy and operational insight, ultimately supporting member experience and delivery commitments.

Pay / Benefits

• 25 days annual leave
• private healthcare
• pension scheme with company matched contributions up to 10%
• hybrid working
• employee assistance programme
• volunteer day

Responsibilities

• Develop tactical forecasts, capacity and workload plans across channels, work types, skills and locations
• Translate demand into resource requirements and capacity plans
• Monitor service performance, backlog and risks; implement real-time and in-period adjustments
• Provide data-led recommendations balancing member experience, delivery, risk and cost
• Maintain consistent planning standards and reporting across operations
• Identify root causes of performance issues across demand, capacity, processes, and technology
• Use scenario modelling to support decision-making and forward planning
• Improve forecasting accuracy, workload allocation and operational insight

Key requirements

• Experience in workforce planning, forecasting, scheduling and capacity planning in a contact centre or pensions administration environment
• Ability to translate demand into skill-based capacity plans
• Experience using workforce-management/operational planning technology for forecasting and performance management
• Strong understanding of service measures (service levels, handling time, occupancy, adherence, backlog ageing, forecast accuracy)
• Strong Excel and data analysis skills to interpret complex operational information
• Experience producing operational reporting and turning variance into practical recommendations
• Strong stakeholder and influencing skills with clear written and verbal communication
• Curiosity about how technology, automation and AI can improve planning and insight

• Analytical and proactive
• Calm and adaptable
• Collaborative and commercially aware
• Workforce management technology
• Excel
• Data analysis

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