Job Description
This is a 6- Month Fixed Term Contract/Secondment
The role
The Resource Planning function consists of the Strategic Planning team who are responsible for all long term forecasting and strategic budget planning and work alongside the Workforce Planning team who are responsible for all short term forecasting, and the real time execution of those plans, across Customer Services. The Strategic Planning team are responsible for ensuring that Aegon UK’s Customer Services Divisions have the necessary resources in place through effective demand and capacity forecasting planning across multiple channels for our Voice Contact and Back Office functions.
The Strategic Planning team are responsible for providing the business with long term demand forecasts and visibility of expected resource requirements, staffing levels and operating costs in line with business strategy and work closely with the Heads Of Operations to ensure a clear understanding of long term customer demands, change activity and projected staffing gaps, ensuring any decisions consider customer implications and operating budgets. Strategic Planning also work closely with Finance and the CS Directors to agree operating budgets for Customer Service, provide accurate budget and productivity tracking and ensure implications of not meeting customer demand are fully understood and considered throughout the budget setting process. The team effectively work with Marketing to plan the impact of customer communications on Customer Service as well as supporting strategic customer retention and customer value management initiatives. The Strategic Planning team support business readiness planning for future regulatory and strategic change, as well as benefit forecasting and realisation tracking for any CS improvement initiatives. The team also provide the recruitment team with the necessary information to deliver our recruitment strategy for Customer Services which delivers best practice for hiring and targeting populations and demographics which align to current vacancies.
About you
We are looking for an experienced planner with extensive long-term forecasting skills, senior level stakeholder management skills, advantageous WFM system knowledge and experience in creating models within a back office function., ideally from a financial services organisation to understand the complexity of regulations. Experience of a multi-site capacity planning function where there is a workforce planning tool, Verint in place to deliver best practice for front office resource planning and have experience in building back office forecasting models. To own all long-term operational budget forecasting in line with business strategy, across our multi-site Platform Solutions ensuring that operational intelligence and scenario planning is available to a broad group of internal stakeholders. Strategic Planning Analysts ensure that accurate and timely resource plans and activities are undertaken to support the management of overall planning delivery against budget – including prioritisation of resource and support requests from the wider business.
You will be collaborative in your approach to work and engagement with stakeholders and strong oral and written communication skills are key to building effective relationships. Highly planned, organised, and analytical, you will be able to interpret and deliver reporting from a suite of data in a user-friendly manner to support and influence business decisions across projects or business improvements and have strong commercial and budgetary awareness. To be fully aligned to our culture you will have a positive outlook, ability to display our future fit behaviours of Agility, Accountability, Customer Centricity & Acting as One. Our purpose is to help people achieve a lifetime of financial security and along with our our values – working together, exceeding expectations and bringing clarity – they help bind us together as one Aegon and guide the work we do and the way we do things. Our behaviors are more specific in terms of how we will live our values and bring them to life.
Working together is about acting as one – building on the ideas of others.
Exceeding expectations means being both customer centric and agile. That is about delighting customers and adapting to new opportunities, quickly.
Bringing clarity is about being accountable – owning both the problem and the solution
Essential criteria:
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Strong analytical skills
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Proven attention to detail
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Experience in a resource & planning front and back office environments
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Excellent communication and interpersonal skills
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Outstanding stakeholder management
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Proven experience in building forecasting models
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Display future fit behaviours
Closing date: 23 May 2021
Shortlisting: 24-27 May 2021
Interviews: w/c 7 June 2021
Final Stage: w/c 14June 2021
How will we reward you?
This is a full-time role with a competitive salary, dependent on experience. In return, we can offer you a range of financial services benefits including:
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Non-contributory Pension between 9% and 12% dependent on age
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Opportunity to buy additional holidays with them starting at 25 days plus 9 statutory
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Flexible benefits including private health care, and life assurance with additional voluntary benefits available
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Subsidised on-site restaurant
Equal Opportunity Employer:
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.
