Senior Resource Planning Manager
Core
Lead strategic resource and capacity planning for customer contact, back-office, and complaints operations across M&G Life's UK and international operations.
Role type
Senior Resource Planning Manager
Builds
Long-term resource plans, capacity models, and FTE requirements for customer operations.
Domain
Financial services / Insurance / Contact Centre Operations
Required skills
Forecasting, capacity planning, resource modelling, workforce management systems, data analysis, team leadership, stakeholder influence, operational intervention planning
Preferred skills
Financial services or insurance experience, experience with outsourced/third-party partners
Technologies
Workforce management systems
Responsibilities
Leading long-term resource and capacity planning across customer contact, back-office, and complaints operations; Developing robust demand forecasts, capacity models, and strategic resource plans; Translating forecast demand into FTE and capacity requirements; Identifying future capacity risks and recommending recruitment or operational interventions; Leading, coaching, and developing the resource planning team; Challenging planning assumptions and improving forecasting methodologies; Partnering with senior operational leaders to balance outcomes and costs; Assessing resource implications of growth and digital adoption; Providing oversight of plans delivered by outsourced partners.
Seniority
Senior, hands-on IC
