Head of Resource Planning & Performance (Customer Ops)

NFU Mutual is seeking a senior leader to drive strategic resource planning and performance across its Customer Service Operations. You will lead a 45-person team across multiple sites and channels, shaping capacity, forecasting, budgeting and real-time management to support complex, high-volume customer contact.

The role emphasizes strategic direction balanced with operational realities, stakeholder management, and an enterprise-wide perspective on decisions and priorities.

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