Workforce Planning Manager - London

Collinson is a global, privately-owned company focused on enhancing travel experiences. It serves over 400 million consumers through services in airport experiences, loyalty and customer engagement, and insurance. It operates Priority Pass, the world’s leading airport lounge and travel experience program, offering access to 1,500+ experiences across 650+ airports in 148 countries. Collinson partners with major global brands including Visa, Mastercard, American Express, British Airways, HSBC, and more. The company is known for its innovative firsts, such as launching the first global VIP lounge program and direct travel insurance sales in the UK. With a team of 1,800+ employees, Collinson is committed to social responsibility, innovation, and delivering exceptional customer experiences.

Collinson Insurance Division

Strategic acquisitions, brand rationalisations and complete re-launches in the last 18 months have marked the start of an incredibly exciting period of growth and further investment within the Insurance capability for the group. A forward-thinking, customer-centric approach, coupled with innovative insurance and assistance solutions will deliver significant growth over the coming three years. Today, we have retail, wholesale, underwriting and operational interests in the UK, mainland Europe, Australia, South Africa, Hong Kong, Singapore and the USA. We deliver white-label or co-branded solutions for Travel, International Health and Personal Accident as well as Ancillary Motor, Home Emergency and Dental cover. Our flexible approach means that we can provide solutions from capacity only to fully-supported and fulfilled partnerships. We work with the travel trade, financial services companies, affinity groups and internet businesses across the world and we believe our innovative approach helps businesses grow.

Purpose of the job:

The Workforce Planning Manager is responsible for forecasting resource requirements and developing strategic staffing plans to support customer-facing operations, with a particular focus on B2C Front Office environments. This includes ensuring the organisation can meet service demands efficiently while maintaining high levels of responsiveness and customer satisfaction.

Using historical data, predictive modelling, and business insights, the manager anticipates demand across multiple channels and translates forecasts into actionable plans. They collaborate with departments such as Operations, HR, and Finance to align workforce strategies with broader business objectives and operational realities. A key aspect of the role is the ability to present complex planning outputs in a commercially relevant way. The manager must communicate the financial and operational impact of resource decisions to senior stakeholders, support strategic planning, and continuously improve forecasting models and processes to enhance agility, scalability, and cost-effectiveness.

Key Responsibilities

• Resource Forecasting
  • Develop and maintain resource forecasting models to predict future call, claims, and resource requirements based on historical data and projected business product trends.
  • Analyse insights and trends, business forecasts, and operational metrics to anticipate resource requirements.
  • Collaborate with finance and operational teams to align resource forecasts with business plans.
  • Apply forecasting techniques tailored to B2C Front Office environments, considering customer behaviour, seasonal trends, and campaign impacts.
  • Present forecasting outputs in a commercially relevant format to support strategic planning and investment decisions.
• Resource Planning
  • Create comprehensive resource plans to ensure the availability and efficient use of resources across the organisation (Short/Medium/Long Term).
  • Monitor and adjust resource plans to address changes in demand, project timelines, and business priorities.
  • Coordinate with various operational departments and clients to ensure alignment of resource plans with overall business objectives and operational targets.
  • Facilitate regular meetings with key stakeholders to review resource forecasts, address challenges, and update plans.
  • Communicate resource plans and changes effectively to all relevant parties.
  • Ensure resource plans support both operational efficiency and commercial viability in high-volume B2C environments.
• Data Analysis and Reporting
  • Gather and analyse data to provide insights into resource utilisation and identify opportunities for improvement.
  • Develop and maintain dashboards and reports to track resource metrics and performance indicators.
  • Present findings and recommendations to senior management to support strategic decision-making.
  • Translate operational data into clear, commercially focused insights for non-technical stakeholders.
• Process Improvement
  • Identify and implement process improvements to enhance the accuracy and efficiency of resource forecasting and planning.
  • Utilise best practices, industry standards, and WFM technology to optimise resource management processes.
  • Monitor the impact of changes and adjust as necessary to ensure continuous improvement.
• Risk Management
  • Assess potential risks related to resource availability and develop contingency plans to mitigate these risks.
  • Ensure compliance with relevant regulations, standards, and internal policies regarding resource management.
  • Conduct regular audits and reviews to maintain high standards of resource planning and utilisation.

The role may also include undertaking additional tasks or responsibilities as required to meet evolving business needs. You are expected to work such hours as may be reasonably required in the proper performance of your duties.

Knowledge, skills and experience required

• Strong analytical and problem-solving skills.
• Proven experience in resource forecasting and planning within a B2C Front Office or contact centre environment.
• Strong understanding of customer demand dynamics and operational drivers in multi-channel service environments.
• Ability to interpret complex data and translate it into actionable plans and commercially sound recommendations.
• Skilled in presenting workforce strategies and performance insights to senior stakeholders, with a focus on financial impact and business alignment.
• Proficiency in workforce management and planning tools (e.g., NICE, Verint, IEX, Calabrio).
• Excellent communication and stakeholder engagement skills across operational and commercial functions.
• Experience in scenario modelling, capacity planning, and continuous improvement of forecasting processes.
• Commercial acumen with the ability to link operational planning to financial outcomes and strategic goals.
• Flexibility to adapt to changing business needs and work across time zones or geographies as required.

Performance Management - High - Sets and delivers on personal and team goals effectively.
Communication - High - Listens, articulates, and expresses information clearly and effectively.
Team Working - Intermediate - Collaborates and respects colleagues to achieve collective success.
Commercial Awareness - High - Understands market dynamics and manages team resources effectively.
Client Service - Intermediate - Delivers outstanding service to clients and internal stakeholders.
Innovation & Continuous Improvement - Intermediate - Seeks and implements improvements to processes and performance.
Results Focused - High - Achieves objectives efficiently through effective time and task management.

Regulatory Responsibilities

• Adhere to relevant regulatory Conduct rules and the Firm’s code of conduct including but not limited to the Financial Conduct Authority and Central Bank of Ireland.
• Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role.
• Immediately report any known conflicts of interest in line with company policy.
• Satisfy on an ongoing basis the company’s fit and proper requirements which as a minimum shall take account of your: Honesty, integrity and reputation; Competence and capability; and Financial soundness.
• Carry out the role with honesty and integrity in the best interests of the Firm and its customers.
• Maintain a Duty of Responsibility for all activities managed within the role.