Head of Workforce Planning & Operational Insights

Are you looking for a role in workforce planning, operational performance and insights where, as part of the SLT, you can add real value to an organisation? The Head of Insights & Performance leads the operational planning and performance function, providing leadership to workforce planning, forecasting and operational analytics teams across the Customer Enablement Hub. The role is responsible for enabling data-led operational decision making through workforce planning, forecasting, performance insight and operational analytics.

Working closely with operational, commercial and support leaders, the role drives consistency in planning approaches, identifies operational risks and opportunities, and supports the optimisation and transformation of services through actionable insight and workforce strategy. This is a hybrid variable role requiring occasional travel to our Durham, Glasgow or Blackpool office if required.

What you will be doing:

• Lead the Operational Planning & Performance function
• Set priorities and standards for workforce planning and operational analytics and responsible for reports that feed into our commercial outcomes
• Ensure consistent forecasting, reporting, and planning approaches across services
• Translate operational data into insights for senior leadership and advise leaders on service performance, capacity, and workforce risks
• Support decision-making on recruitment, productivity, and service changes
• Oversee demand forecasting and workforce planning strategy and ensure performance reporting drives operational improvement
• Identify opportunities to improve efficiency, cost, and service performance

What you’ll bring:

• Experience leading workforce planning, operational performance, reporting or analytics functions within Shared Services, BPS or operational environments
• Strong understanding of workforce planning, forecasting, capacity management and operational performance principles
• Experience leading planning, reporting or analytics teams in fast-paced operational environments
• Experience using operational insight and analysis to support business planning, service improvement and decision-making
• Experience establishing consistent planning, reporting and governance approaches across multiple teams or services
• Experience supporting operational improvement, transformation or service change initiatives
• Experience working with operational, commercial, finance and support stakeholders to support business outcomes
• Understanding of customer operations, contact centre or operational service delivery environments
• Advanced capability in reporting, data analysis and operational analytics tools such as Excel, Power BI or equivalent platforms

It would be great if you have:

• Relevant Financial Services or regulated environment experience
• Professional certifications in Workforce Management and/or Reporting

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!

Employment Type: Full-time, Permanent

Location: Hybrid variable requiring some travel to offices in Durham, Blackpool or Glasgow offices.

Security Clearance Level: SC clearance

Internal Recruiter: Adrian

Salary: Up to £67k depending on experience

Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.