Planning Performance Senior Manager

1 week ago

Bristol, United Kingdom Hargreaves Lansdown Asset Management Limited Full time €55,000

The exciting role of Operations Planning & Performance Senior Manager involves a blend of strategic leadership, operational planning, data analysis, performance management and platform management. The role is critical in aligning operational resources with business needs, driving performance improvements, and ensuring the capacity and performance planning process is efficient and data-driven. It requires strong leadership skills, an ability to manage complex data, and the capability to work across multiple teams to meet strategic goals.
Leadership & Team Development: Lead a team of demand planning lead, platform manager and operations specialists. Capacity Management: Own the capacity planning process across the operations function, ensuring accurate tracking and forecasting of resource requirements. This involves working closely with the Demand Planning Lead and other stakeholders to ensure the business has the right resources to meet operational needs.
Quarterly Reforecasting: Lead the monthly/quarterly reforecasting process that informs hiring decisions and resource planning, contributing to the broader Annual Budget Review.
Hold client-facing teams and management accountable for meeting agreed-upon performance standards.
Performance Review: Develop and maintain a performance management framework that enables visibility into capacity and operational performance, allowing for data-driven decision-making.
Build and maintain strong relationships with key stakeholders to ensure alignment and smooth execution of capacity planning and performance management processes.
Change Planning Integration: Collaborate with the Change Planning Lead to ensure that all change requests are thoroughly vetted, planned, and executed with the right resource allocation and readiness activities.
Ensure it is fit for purpose, supports operational goals, and is compliant with data quality standards.
Data Quality Oversight: Ensure the highest levels of data accuracy within the Control IQ platform, implementing a system of checks and reviews to guarantee compliance.
Overtime Budget: Take responsibility for managing the overtime budget for the operations teams, ensuring that the actuals align with the budgeted figures. Develop a robust review process to monitor and control overtime expenditures.
Significant experience in call centre and/or back office planning, including forecasting
Deep understanding in business, statistics and operational research
Advanced knowledge of excel and other statistical tools
Understanding of contact centre technologies and back office processes
Experience with Back-office productivity platforms
Data led professional
Circa £55k dependent on experience plus bonus and benefits
Based in Bristol head office, BS1 5HL. This role is a permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office (minimum of 2 days per week).
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
Discretionary annual bonus* and annual pay review
~25 days* holiday plus bank holidays and 1-day additional Christmas closure
~ Option to purchase an additional 5 days holiday**
~ Flexible working options available, including hybrid working
~ Enhanced parental leave
~ Pension scheme up to 11% employer contribution
~ Sharesave scheme - have a real stake in HL's future
~ Income Protection and Life insurance (4 x salary core level of cover)
~ Private medical insurance*
~ Health care cash plans - including optical, dental, and outpatient care
~ Help@hand - confidential support including mental health counselling and remote GP
~ Variety of travel to work schemes with bike storage and shower facilities
~ Inhouse barista and deli serving subsidised coffee and sandwiches
~ Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

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