Resource Planning and Real-Time Analyst

3 weeks ago

Macclesfield, Cheshire East, United Kingdom Royal London Group Full time

About the Role

The Planning and Performance team are seeking a Resource Planning and Real-Time Analyst to join their team. The team provides short-term and medium-term resource planning across Group Operations customer service facing teams.

You will enable the operational teams to provide world-class customer service by supporting them in managing staffing levels to meet demand, ensuring the right people are in the right place at the right time.

Key Responsibilities

  • Work closely with Group Operations and wider business stakeholders to manage inputs and throughputs into relevant planning tools to support the intraday demand management picture.
  • Improve planning methods by streamlining processes and exploring new ways of working.
  • Ensure delivery of accurate resource plans for short, medium, and long-term planning to assure the accurate planning of Group Operations resource needs to customer service level.
  • Manage intraday staffing levels and make decisions in real-time to protect service levels.
  • Support the Resource Planning Manager and Senior Resource Analysts in gathering and presenting data for resource planning decision-making.
  • Provide detailed and concise MI/reporting to business stakeholders, delivering both verbal and non-verbal updates to operational managers throughout the day.

About You

  • Previous experience in a resource, analytical, or management role in a customer services or operational support function.
  • Workforce Management tool experience (ideally Avaya, WFM) or other similar systems.
  • Previous experience in a resource planning or real-time/intraday analyst role in a customer services or operational support function.
  • Previous exposure to Service Management environments.
  • Proven experience of working cross-functionally and in building sustained and effective working relationships.
  • Risk Management identification and resolution experience.
  • Strong time management, organisational skills, and excellent communication and influencing skills.
  • Experience of Excel and Power BI is preferred.

About Royal London

We're the UK's largest mutual life, pensions, and investment company, offering protection, long-term savings, and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable, and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme, and private medical insurance.

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