Workforce Planning Lead

Location: London, Potters Bar, Bristol or Isle of Man (Hybrid working options available)

To support end-to-end delivery and management of Workforce Planning across various departments that will enable the business to deliver the?right people, in the?right places, at the?right time, with the?right skills and knowledge, and at the?right cost?to?accelerate our customer experience, deliver our SLA's for our Stakeholders and our Customers.

Duties/Responsbilitles

• Lead the design and delivery of the Workforce Planning (WFP) process and tool across CS.
• Work closely with technical and functional stakeholders within the Sales, Technology (SP), People Experience team to ensure we have a forecasting model that delivers against projected business across all product lines.
• Develop and educate our Operational Leaders on the Work Force Planning framework (leveraging the continuous improvement method, aligned to our strategy) that allows us to assess our capability, understand operational gaps preventing us from delivering our service against SLA metrics.
• Lead cross-functional projects to deliver improvements where applicable
• Champion the customer throughout our organisation, working with peers to embed a customer centric culture, particularly through operational effectiveness and opportunities to deliver excellence through service metrics. Work collaboratively with other business units and departments to ensure we deliver a consistent experience for Canada Life customers.
• To build and maintain effective working relationships with colleagues at all levels throughout the company and with external partners as appropriate

Skills, Knowledge and Experience

• Experience in workforce planning and/or workforce modelling
• Passionate about putting the customer first, and a keen desire to champion this in their role.
• In-depth knowledge of a customer experience environment.
• Excellent numeracy and a robust understanding of statistical analysis. Understanding of customer research methodologies.
• Capable of identifying the root cause of problems by using data to find solutions to improve efficiencies and improved operational metrics across CS.
• Delivery focused, with high energy and drive and ability to deliver through others.
• Excellent interpersonal and presentation skills, including the ability to communicate effectively across all levels of the business and with customers.
• Can communicate with impact and engage teams in gaining a deeper customer experience understanding. Can present to and get buy-in from senior leaders.
• Able to balance and delegate multiple tasks and initiatives within strict deadlines.
• Ability to evolve with the evolution of the role and business.