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Head of Performance and Workforce Planning

2 months ago

Swindon, United Kingdom Nationwide Building Society Full time

**Contract Type**: Permanent
- **Ref**: R00AOR03326
- **Closing Date**:18 March 2024

We’re looking for a future thinker and innovator, who is proactive in developing ways of working and capabilities for the future

It’s an exciting time of considerable and ambitious change at Nationwide and in the Retail function, as we continue to evolve to a new future that sees us accelerate delivery of value to our customers, enhance digital journeys and engage colleagues around new ways of working.

Given the importance of the Society’s focus on Simply Brilliant Service, the Head of Performance & Workforce Planning will lead the Retail performance agenda, bringing together workforce management with colleague enablement and reporting expertise, you will be key to ensuring we drive the productivity agenda across the business.

So, right now, right across the Society, we're aiming higher, thinking smarter and acting faster than ever before. We're looking for people who are proud of what we stand for, and who have the talent and drive to boost performance even further.

The role will sit in the newly created **Retail Business Services** bringing business services teams together to provide business critical services across all of Retail whether in Service, Operational or Product areas.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

**What you’ll be doing**:
The Head of Performance & Workforce Planning will lead the Retail performance agenda here at Nationwide, bringing together workforce management with colleague enablement and reporting expertise.

This role will cover workforce planning and performance across all operational teams working with functions (Branch, Contact Centre and back office operations) to accurate forecast demand trends, drive productivity improvements and capacity utilisation, and support broader colleague engagement and enablement agenda across all areas.

You will be required to maintain business continuity plans across Retail and will be a key resource in managing business-impacting incidents. You will work with Directors across the Retail function to build best in class performance management capabilities and drive performance by challenging with insight and data to support improvements.

You and your team will manage and provide reporting services for Retail owned and chaired committees, and will be central to providing input, commentary and representation for internal and external reporting for the function.

You will also be responsible in leading the development of a common framework covering all elements of the people agenda across Retail, working with all service, operations and product areas so they can develop energised, empowered, high performing environments

**About you**:

- Capacity planning / workforce management experience and track record
- Productivity and performance improvement focus, experience working with function leads to collaborate and improve efficiency.
- Data literate and data driven to interrogate and improve insight and action planning.
- Colleague enablement and learning and development experience, preferably leading a people agenda for a large function.
- Conceptual and strategic thinker, able to influence, lead and implement expertise at Exec Director level.
- Proven significant strategic delivery experience, results orientated.
- A strong thought and people leader, able to build a strong delivery team either by direct line or matrix structures.
- Analytical / creativity skills to resolve complex problems and /or establish alternatives where established procedures may not be in place.
- Outstanding leadership qualities with the ability to seek out new opportunities, build a strategic ‘vision’ and influence to enable organisational buy-in and implementation.
- **Say it straight** - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
- **Push for better** - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
- **Get it done** - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

**The extras you’ll get**:
There are all sorts of employee benefits available at Nationwide, including:

- A personal pension - if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme.
- Gympass - Access