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Resource Planning Manager

Do you have exceptional analytical, planning and relationship building skills? If so, this could be the role for you

Contract: permanent

Working hours: 35 hours per week

Salary: up to £61,200

Reporting to: Director of Operational Performance and Planning

Location: London, docklands. Our permanent hybrid policy sees us all working at least four days across a fortnight in the office. This role can also be based at our Friar Gate Building, Coventry, provided you are able to travel to our London office as necessary

As an experienced Resource Planning Manager, you will work alongside the Demand Forecasting Manager, Performance and Planning Business Partners and Head of Business Analysis and Insight helping to deliver a vision that will improve the service we give to our customers, so that they receive high quality answers to their complaints in a more timely manner. You’ll work in collaboration with Finance, HR, and our casework directorates to develop capability and planning for the ombudsman, and ensure we have skilled staff in the right place at the right time to effectively handle customer enquiries – through peaks and troughs in demand.

Key responsibilities

• Working directly with your own team to lead and motivate them in their contribution to the overall strategic goals
• Using data to inform workforce planning approach – ensuring the right people are in the right place with the right skills at the right time, in line with the Service’s wider strategic objectives
• Developing and maintain cross-functional relationships with finance, HR, and casework directorates to understand, refine and inform future workforce needs and any gaps that exist
• Identification of themes, trends, and risks across the operational landscape, proposing solutions to ensure value for money to enable the delivery of business priorities and outcome
• Some oversight of the Customer Call Hub planning and deployment
• Ensure that there is a good understanding of your team’s their priorities, processes, and performance expectations
• Identify the key priorities for analytical input.
• Provide performance and strategic business insight to drive better customer service
• Supporting senior management by analysing forecasts and management information reports, and applying problem solving skills to determine reasons for forecast or performance variance and recommended changes

To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:

Minimum Criteria

• Experience in managing a team, leading, coaching, and developing individuals across multi-disciplinary and multi-site teams.
• Demonstrable experience in modelling workforce productivity, resource utilisation and workforce skills planning.
• Strong collaboration and influencing skills and an ability to work closely with a range of senior colleagues, building and retaining their trust and confidence.
• Experience of planning in large and/or complex environments
• Good data entry and data manipulation skills and being comfortable working with large amounts of data – Presenting data clearly and useable for your audience
• Logical thinking, analytical and problem-solving skills – producing new insights and implementing changes

Desirable Criteria

We would also like you to have the following skills:

• Experience in Anaplan, Adaptive Planning and/or WorkForce Management
• Experience or knowledge of the financial services sector or a regulatory environment

Why Financial Ombudsman Service?

We are a values led organisation. Our values define our culture, influence our decisions, and underpin our vision and strategy. They set out how we play our PART through Purpose, Ambition, Respect and Trust. You can learn more about our values here: https://www.financial-ombudsman.org.uk/who-we-are/aims-values

We also offer an attractive, competitive salary and flexible benefits to suit our people. Here’s a list of some of the many benefits and perks you can get for working with us:

• 25 days holiday entitlement, with the option to buy extra or sell days
• Generous pension
• Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few
• Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others
• Employee Assistance Programme
• Extensive opportunities for personal and career development
• Fully equipped on-site gym open 24 / 7 (London office only)
• Extensive Well-being resources including on-site therapists (London office only)
• Beautiful and bright London office looking over the Thames and near to mainline stations
• Our Coventry office is 2 minutes’ walk from the main station
• Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too!

How do I apply?

• Please upload an up-to-date copy of your CV to apply for this position.

Applications need to be submitted by midnight on Monday 22nd January 2024

Due to high application numbers this advert may end earlier than the date specified, so please don't delay and apply now!

A full job profile is available on request and will be provided to candidates shortlisted to the first stage of the assessment process.

We’re proud to be an inclusive employer

We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities.

We’re committed to being a great place to work– attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll better understand different perspectives, which is fundamental to our job resolving financial complaints.

We welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

We are proud to be a Disability Confident Leader. This means that we will put disabled candidates entering under the scheme through to the next stage of the recruitment process should they meet the minimum criteria for a role. A minimum criterion needs to be measurable from reviewing a candidate’s CV/supporting statement. Exceptions may apply if due to the volume of applications we are not able to interview all eligible candidates who qualify under the scheme. If you would like to speak to a member of our team about any reasonable adjustments you need, please email hrsupport@financial-ombudsman.org.uk and let us know your preferred method of contact.

Find out more

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don’t forget to follow us while you’re there!

• LinkedIn: Financial Ombudsman Service
• Our careers page: https://www.financial-ombudsman.org.uk/who-we-are/join-us

Good luck with your application!