At a Glance
- Tasks: Lead workforce planning and resource management to enhance customer service delivery.
- Company: Join HM Revenue and Customs, a key player in public service.
- Benefits: Enjoy a competitive salary, generous pension scheme, and 25 days annual leave.
- Other info: Be part of an inclusive culture that values diversity and personal growth.
- Why this job: Make a real impact on service improvement and organisational transformation.
- Qualifications: Proven leadership in workforce planning and strong stakeholder management skills required.
The predicted salary is between 86000 - 86000 £ per year.
About the job
Reporting to the Director of Finance, Transformation, Planning and Performance (FTP&P), the Deputy Director Resource Planning & Real Time Delivery is a key leadership role responsible for shaping and delivering large scale workforce planning, resource scheduling and real time utilisation to support service improvement activity across Customer Services Group. The successful candidate will lead a large planning function, ensuring customer service frontline resources are aligned to customer demand and organisational priorities whilst driving continuous improvement, transformation and operational excellence.
Job description
- Lead the development and delivery of strategic and operational workforce plans that align resources, demand and organisational priorities.
- Drive the planning and service improvement agenda, embedding consistent, efficient and high-quality planning services across Customer Services Group.
- Provide leadership across workforce planning, forecasting, capacity planning, deployment planning and resource management activities.
- Ensure planning decisions are informed by high-quality data, insight and performance information, supporting effective decision making across the organisation.
- Lead the implementation of planning transformation activity and new ways of working to improve organisational effectiveness and customer outcomes.
- Work closely with senior operational leaders to balance customer demand, resource requirements and performance objectives.
- Oversee planning governance, performance reporting, forecasting accuracy and assurance arrangements across the planning portfolio.
- Build strong partnerships across Operations, Finance, HR, Strategy and other corporate functions to support delivery of business priorities.
- Lead and develop a large, geographically dispersed planning function, building capability and fostering an inclusive and high-performing culture.
- Contribute as a member of the senior leadership team, influencing strategic priorities and the future direction of planning services across Customer Services Group.
Person specification
The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria:
- Significant experience of leading workforce planning, scheduling, resource management, service improvement or operational planning activity within a large and complex organisation.
- Experience of developing and delivering strategic and operational plans that align resources, demand and organisational priorities to achieve business outcomes.
- A strong track record of leading large-scale transformation, continuous improvement or organisational change programmes, delivering measurable benefits and improved performance.
- Experience of using data, insight and evidence to inform decision-making, improve organisational performance and support strategic planning.
- Excellent stakeholder management and influencing skills, with the ability to build strong relationships and work effectively across senior leadership teams and complex stakeholder groups.
- Proven leadership experience, including building high-performing teams, developing capability and creating an inclusive, collaborative and performance-focused culture.
Desirable Criteria
- Experience of workforce planning, forecasting, capacity planning or resource deployment within a large customer-facing organisation.
Benefits
Alongside your salary of 86,000, HM Revenue and Customs contributes 24,914 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Your Civil Service pension is a valuable part of your total reward and is one of your biggest benefits. When you join the Civil Service, you get access to the alpha pension with a generous employer contribution of 28.97% and some of the lowest member contributions in the public sector.
Annual Leave and Bank Holiday Allowance: 25 days annual leave, increasing to 30 days after 5 years' service (allowance pro-rata for part-time colleagues). This is complemented by one day's paid privilege leave to mark the King's Birthday and is in addition to your public holidays.
Equality, Diversity & Inclusion: The Civil Service values and supports all its employees. At HMRC we want to create great places to work that are welcoming to all - where there is a strong sense of belonging and community. We embed inclusion in everything we do.
Selection process details
- Shortlisted candidates will have the opportunity to speak to John Vickers prior to interview. This is an informal discussion to allow you to learn more about the role and is not part of the assessment process.
- If shortlisted, you will take part in assessments including an Individual Leadership Assessment and a panel interview.
- Unfortunately, due to the anticipated number of applicants for this role, we are unable to provide feedback to those not successful at shortlist stage.
This role has a minimum assignment duration of 3 years.
Security: Successful candidates must undergo a criminal record check and meet the security requirements before they can be appointed.
Nationality requirements: Open to UK nationals only.
Working for the Civil Service: The Civil Service Code sets out the standards of behaviour expected of civil servants. The Civil Service embraces diversity and promotes equal opportunities.
Deputy Director, Resource Planning and Real Time Delivery - Birmingham employer: HMRC
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