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Workforce Planning Strategist

3 months ago

London, Greater London, United Kingdom Close Brothers Group Full time

About Close Brothers Group

Close Brothers Group is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. We provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

Overview

We are seeking a highly skilled Workforce Planning Manager to join our dynamic team. In this role, you will play a pivotal part in ensuring the optimal allocation of resources across our Retail operation. You will leverage your expertise in advanced planning and data analysis to develop accurate forecasts, manage headcount, and drive operational efficiency.

Responsibilities

  • Design and implement sophisticated forecasting models, identifying key demand drivers and communicating insights to operational teams.
  • Conduct in-depth analysis of contact volume trends to ensure precise call forecasting accuracy.
  • Develop comprehensive medium and long-term strategic headcount plans, outlining skill set requirements, future service challenges, and strategies to maintain service levels. This includes a rolling 12-month forecast aligned with our outsource agreements.
  • Provide sensitivity and what-if modeling, incorporating control limits for best, worst, and anticipated performance scenarios.
  • Collaborate closely with Finance to provide transparent input into the budgeting process for operational teams. Ensure clarity regarding inputs, assumptions, and variables within the plans.
  • Monitor headcount against budget and effectively manage any variances.
  • Drive and track operational cost efficiency initiatives.
  • Conduct impact assessments and modeling of change/projects, shaping delivery and tracking benefit realization.
  • Cultivate and manage relationships with key outsourced service partners from a Workforce Management perspective.
  • Monitor and update KPIs and SLAs across all channels to ensure they meet targets. Analyze performance variances and proactively manage ongoing risks.
  • Develop and implement Service Protection Plans for outsourced partners as needed.
  • Provide insightful analytics on operational performance and efficiency.
  • Build strong relationships with operational teams and key business functions (Finance, Sales, Project teams) to embed the planning process within core organizational processes.