In association with

Operational Planning Manager, Leeds

Role Purpose
Reporting to the Head of Operational Support the role holder is accountable for the delivery of operational SLA’s and both the contact centres and back office functions within CSSD, incorporating control and governance of resources, performance optimisation and fact based data, analysis and insight for senior management team to enable decision making.

The role holder will lead a multifunctional team of SME’s across Planning, Scheduling and Realtime focused on driving performance and operational effectiveness and identify opportunities to enhance the service provided.

Accountability for operational processes and data governance across the enabling team, aligning inputs/outputs to ensure consistency and accuracy between other internal teams such as People, IT etc.

Key Accountabilities

  • Ops Support senior manager interface for Customer Services and Service Delivery ensuring single point of contact for senior management team.
  • Accountable for leading the Realtime team’s performance,  to  manage on the day, working across operations to deliver against internal KPI’s / SLA’s, contractual requirements, manage incidents, offline activity and overall resourcing.
  • Lead team of Planning analysts to create and deliver a set business forecasts (calls and resourcing) across all functions within CSSD. Creating new and innovative capacity models to plan for future demand, growth and changes to customer behaviour and multi channel, tracking variance to +/- 5%.
  • Operations readiness with senior Strategic Planning manager, underpinning resource and forecasts for all commercial events/asks, new programmes and VCP initiatives, tracking in line with budgets and resourcing capability to mitigate impact to service performance and NPS targets.
  • Client – Drive and deliver contractual client SLA’s through ongoing management of Operations planning working closely with senior Ops management, senior Strategic Planning manager and the wider business. Represent Operations in monthly client enagagement/performance meetings providing clear analysis and insight of performance.
  • Manage operational FTE with senior strategic planning manager and finance across CSSD and Fraud Operations and aligning to operational budget plans with robust management of attrition and recruitment activity.
  • Develop the Workforce Management tool, owning the relationship with the supplier and participating in user groups to identify and implement new ideas of best practice
  • Accountable for optimising the Work Force Management planning systems (Aspect) to drive process improvements and to optimise the Planning team and increase knowledge and capability.
  • Challenge the Operations and wider business to deliver a best in class service and best practice share across the industry.
  • Contribute to the wider Operations strategy agenda as a key member of Ops Support and CSSD senior teams, attending internal and wider business committess as required by Head of Operational Support.
  • Drive Operational Planning consistency across all operational functions internally and 3rd party customers.
  • Share best practices across the Operational areas to drive NewDay’s Manifesto.
  • To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.

Additional Responsibilities

  • Accountable for all access appropriateness audits in line with IT, Finance and Payroll.
  • Accurate review of risks and reporting in line with risk attestation requirements.
Skills and Experience
ESSENTIAL DESIRABLE
  • 10+ years of Planning experience working across Customer Service and Customer Operations. 
  • Experience of managing a large contact centre team of 500+ (must have telephony and back office experience of >500 seats) and will have knowledge of the contact centre and Financial Services Industry.
  • Experience of successfully leading a team of planning and forecasting analysts within a high volume call centre environment.
  • Expert skills in using a Workforce Management tool (5 years).
  • Ability to inspire, involve, motivate and lead people through periods of rapid change, delivering sustainable business results and fair customer outcomes.
  • Communicating brilliantly with your teams, setting high standards and inspiring them to deliver for our customers on a daily basis.
  • Ability to use data to define and formulate data driven decisions and outcomes for both medium and long-term business strategies and direction for the business.
  • Strong relationship/stakeholder management and influencing skills, with the ability to interact with senior colleagues and executives, as well as other colleagues across the business.
  • A knowledge of people policies and procedures, aligning through planning processes. 
  • Great team player with the ability to work collaboratively and engage cross functional teams.
  • Knowledge of Lean and/or process improvement methodologies to remove non-value add work.
  • Worked with cross-functional teams on a least one major technical implementation.
  • Detailed knowledge of the Newday strategies.
  • A commitment to the NewDay Manifesto and its values (into team, strategy, customer).
  • Expert skills in using Aspect Workforce Management tool.

Personal Attributes

  • Demonstrates willingness to work flexibly and take on additional work where necessary to meet objectives and business priorities.
  • Conducts self with highest levels of integrity.
  • Strong team player.
  • Being emotionally resilient in difficult situations, and demonstrating a positive attitude.
  • Represent the organisation in an honest, ethical and professional way and set an example for others to follow.

For more information or to apply please email talent@newday.co.uk

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