At a Glance
- Tasks: Lead workforce planning and forecasting to enhance member and client experiences.
- Company: WTW, an inclusive employer committed to diversity and innovation.
- Benefits: 25 days annual leave, private healthcare, hybrid working, and volunteer opportunities.
- Other info: Join a supportive team with excellent career growth and a focus on wellbeing.
- Why this job: Make a real impact in pensions administration while developing your skills in a dynamic environment.
- Qualifications: Experience in workforce planning and strong analytical skills required.
The predicted salary is between 45000 - 55000 £ per year.
This job is with WTW, an inclusive employer and a member of my Gwork - the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Description
Join a global business where pensions expertise, technology and client delivery come together to make a difference for pension scheme members.
WTW Outsourcing GB is focused on growing its services, improving participant experience, strengthening client relationships and driving operational excellence and innovation.
As a Performance and Planning Manager, you will play a key role in ensuring we have the right capacity, skills and resources in place to meet member and client needs across our Service Centre and wider pensions administration operations.
You will translate customer demand, administration workloads and delivery commitments into effective forecasts, capacity plans and schedules.
Using workforce management technology, operational data and scenario modelling, you will provide leaders with clear insight into performance, capacity, cost and emerging risks.
The role offers variety, working across both customer contact and back-office administration environments and adapting planning approaches as business priorities evolve.
The Role
- Develop accurate tactical forecasts, capacity plans, workload plans and schedules across multiple channels, work types, skills and locations.
- Translate demand, workloads and delivery commitments into practical resource and capacity requirements.
- Monitor service performance, workload, adherence, throughput, backlogs and emerging risks.
- Coordinate real-time and in-period workforce plans, implementing agreed interventions and escalating issues where needed.
- Provide clear, data-led recommendations that balance member experience, delivery commitments, colleague experience, risk and cost.
- Maintain consistent planning standards, assumptions, controls and reporting across operations.
- Identify the underlying causes of performance challenges across demand, capacity, skills, processes, technology and execution.
- Use scenario modelling to support operational decision-making and forward planning.
- Continually improve forecasting accuracy, workload allocation, workforce-management processes and operational insight.
Qualifications
- What you’ll bring
- Experience in workforce planning, forecasting, scheduling, workload planning, real-time management or resource planning within a contact centre, pensions administration or comparable service environment.
- Experience planning customer or member demand alongside back-office or inventory-based workloads, or the ability to transfer planning disciplines between these environments.
- Experience using workforce-management, contact-centre or operational-planning technology for forecasting, scheduling and performance management.
- Strong understanding of key workforce and service measures, including service levels, handling time, occupancy, utilisation, adherence, backlog ageing and forecast accuracy.
- Experience translating demand and workloads into skill-based capacity requirements and resource plans.
- Strong Excel and data analysis skills, with the ability to interpret complex operational information quickly and accurately.
- Experience producing operational reporting and turning performance variance into clear, practical recommendations.
- Strong stakeholder and influencing skills, with the confidence to constructively challenge assumptions.
- Clear written and verbal communication skills and the ability to make sound decisions in a fast-paced operational environment.
- Curiosity about how technology, automation and AI can improve workforce planning and operational insight.
Desirable Experience
- Experience within pensions, financial services or another regulated environment.
- Exposure to multi-site, multi-location or offshore workforce planning.
- Knowledge of Power BI or similar reporting and visualisation tools.
- Exposure to workforce automation or AI-enabled forecasting.
- Experience supporting service transitions, client onboarding, workload migrations or operational change.
- Understanding of operational resilience, risk management, data controls and skills-based workforce planning.
Skills & Behaviours
- Analytical and proactive, able to identify emerging risks, opportunities and areas for improvement.
- Calm and adaptable, making informed decisions when priorities or operational conditions change.
- Collaborative and commercially aware, balancing service, cost, risk and colleague considerations.
- Outcome-focused, with high standards for data quality, governance and member service.
What we offer
- Enjoy a benefits package designed to help you thrive, both professionally and personally.
You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge.
Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind.
Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.
- We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community.
On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more.
Start making the most of your career and wellbeing with a range of benefits tailored for you.
Equal Opportunity Employer
We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants.
If you foresee any barriers, from the application process through to joining WTW, please email
Performance and Planning Manager in London employer: WTW group
WTW group offers a dynamic work environment that fosters collaboration and innovation, as seen in roles like the Global Marine Marketing Lead, which emphasizes teamwork and strategic engagement. The company provides opportunities for professional growth through hands-on experiences, such as internships and graduate programs in Insurance Technology, allowing employees to develop practical skills in a supportive setting. Additionally, WTW group is committed to maintaining high standards of service and governance, ensuring a stable and rewarding workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Performance and Planning Manager in London
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Performance and Planning Manager at WTW group!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like WTW group or be willing to refer you for that Performance and Planning Manager position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from WTW group who’s on the lookout for their next Performance and Planning Manager star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Performance and Planning Manager role at WTW group!
We think you need these skills to ace Performance and Planning Manager in London
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at WTW group. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at WTW group
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at WTW group. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
