Demand Planning Lead in Bristol

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About the role

We have a fantastic opportunity for a Demand Planning Lead to join the capacity planning function in Service Planning & Performance. As the Demand Planning Lead you will be vital to the foundation for all Workforce Management (WFM) planning and ultimately the performance of Helpdesk. You will be supporting the Helpdesk teams; ensuring that forecasts models are produced daily, weekly, and monthly to ensure workload and staffing requirements are reflected accurately. You will also produce planning for the recruitment and placement of c.330 FTE across the various helpdesk teams covering voice and email. This role is responsible for the delivery and coordination of recruitment targets in partnership with the Capacity Planning Senior Manager. You will have strong stakeholder engagement as you coordinate with multiple areas of HL, balancing challenging demands to ensure we deliver to our resourcing requirements and achieve service level targets.

What you'll be doing

• Implement short, medium and long-term plans for Helpdesk focusing on supply and demand components using appropriate technical tools, providing insightful commentary, making, and tracking recommendations.
• Undertake "planned vs actual" analysis and carry out detailed root cause analysis to provide challenge and improve forecasting and planning accuracy.
• Use relevant statistical techniques to ensure forecast accuracy achieves industry standards.
• Own the helpdesk capacity plan, maintain and ensure it's always designed to meet resource needs.
• Recommend hiring requirements across all helpdesk roles in partnership with Helpdesk Senior Management and Capacity Planning Senior Manager.
• Keep track of actual vs. planned recruitment and track attrition levels.
• Provide budget and quarterly financial forecasts for Helpdesk teams.
• Conduct Impact Assessments as part of any initiatives driven through the OMNI change planning process.
• Ensure planning processes adhere to the capacity planning management framework and share best practice across the department.
• Supervise the business by making and driving recommendations on best use of operational resource, operational efficiencies, and leakage opportunities.
• Facilitate the production of actionable performance MI to support operational focus on key metrics.
• Lead the utilisation of the WFM system to assist with intraday planning, liaising with the Operations Managers to ensure new trends/issues are spotted quickly and dealt with effectively.
• Drive the delivery of a more flexible working environment for all Operations staff through more effective planning.
• Identify previously unforeseen problems and propose innovative solutions through thorough analysis using WFM.
• Provide regular, useful MI and reporting to assist the managers with their own team planning and development.

About you

• Experience of working within contact centre management in a data driven analyst role.
• Demonstrable working knowledge of workforce staffing methodology strategies.
• An effective and engaging communicator, able to analyse complex data and present information in a simple and engaging context.
• Excellent attention to detail and numerical ability.
• Demonstrable Excel skills and statistical modelling experience.
• Solution focused mindset - with the ability to use own experience to develop innovative solutions and resolve complex issues.
• Proactive, organised and self sufficient.

Interview process

This will be a two-stage interview process, consisting of technical and behavioural questions and a task.

Working Schedule

We are looking for a Demand Planning Lead to join our team, based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

• Discretionary annual bonus* & annual pay review.
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure time.
• Option to purchase an additional 5 days holiday per year at annual enrolment.
• Flexible working options available, including hybrid working.
• Enhanced parental leave.
• Pension scheme up to 11% employer contribution.
• Sharesave scheme - have a real stake in HL's future.
• Income Protection & Life insurance (4 x salary core level of cover).
• Private medical insurance*.
• Health care cash plans - including optical, dental, and outpatient care.
• Help@hand and an Employee Assistance Programme.
• Gympass - gym memberships and wellbeing apps available.
• Variety of travel to work schemes with free bike storage and shower facilities.
• An inhouse barista serving subsidised coffee and snacks.
• Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year).
• LifeWorks Discounts on services, restaurants and retailers.

* dependant on role level

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates.