Senior Resource Planning Manager
Core
Lead strategic resource and capacity planning for customer contact, back-office, and complaints operations across a complex mix of in-house and outsourced environments.
Role type
Senior Resource Planning Manager (Strategic & Operational)
Builds
Long-term resource plans, capacity models, and FTE requirements for customer operations.
Domain
Financial Services / Insurance / Customer Operations
Required skills
Forecasting, capacity planning, resource modelling, workforce management systems, data interrogation, stakeholder influence, team leadership, outsourced partner management
Preferred skills
Financial services or insurance experience
Responsibilities
Leading long-term resource and capacity planning; developing robust demand forecasts and capacity models; translating forecast demand into FTE requirements; identifying capacity risks and recommending interventions; leading and developing the resource planning team; challenging planning assumptions; partnering with senior operational leaders; assessing resource implications of growth and digital adoption; overseeing outsourced partner plans.
Seniority
Senior, hands-on IC with leadership responsibilities
