Performance and Planning Lead

Description

Join Us as a Performance & Planning Lead Shape Strategy Drive Impact

Our work touches the lives of millions of people. WTW Outsourcing Business is dedicated to helping our clients deliver excellent experience to the members of their pension schemes.

Are you passionate about turning data into decisions and strategy into action? We\’re looking for a dynamic and forward-thinking Performance & Planning Lead to champion operational excellence across our organisation. This is more than a metrics‑driven role; it’s about influencing outcomes, aligning teams, and enabling smarter decisions at every level. In this pivotal position you’ll help shape our performance frameworks, lead planning cycles, and deliver insights that empower executive leadership. You’ll work across diverse teams from BAU to risk and project functions, bringing clarity, cohesion, and momentum to our goals. Whether it’s coaching for productivity, analysing risk events, or optimising capacity, your work will directly elevate how we operate and grow.

This role will be based in Redhill and will require regular UK site visits (Redhill, Welwyn and Leeds).

You’ll be part of a collaborative hybrid team that values both analytical rigour and human connection. Reporting into the Senior Performance & Planning Lead you’ll partner closely with Admin Operations and other key stakeholders to ensure our resources are aligned, our progress is visible and our performance is continuously improving. A key deliverable for this role is enhancing and growing a cost‑effective, successful OGB Admin operation working closely with the leadership teams to improve colleague engagement, client satisfaction, quality and effectiveness. As with operational environments it may be necessary for the post‑holder to be flexible and, on occasions, work outside of normal office hours.

Why this role stands out

• You’ll lead with purpose, translating data into meaningful action.
• You’ll influence strategy while staying close to the teams that make it happen.
• You’ll be part of a culture that values coaching, collaboration and continuous improvement.

If you’re ready to make a measurable difference and thrive in a role where numbers meet people, we’d love to hear from you.

The Role

• Strategic Planning & Forecasting

  Lead annual, quarterly & monthly planning cycles including budgeting, forecasting and resource planning.

  Develop and maintain strategic performance dashboards and KPIs.

  Partner with senior leadership to align business objectives with operational plans.

• Performance Management

  Embed agreed ways of working across all teams.

  Monitor and report on business performance against targets.

  Identify performance gaps and recommend corrective actions.

• SLA Tracking & Operational Metrics

  Define, monitor and report on Service Level Agreements (SLAs) for allocated client.

  Ensure timely resolution of performance issues and adherence to service commitments.

  Collaborate with operational teams to improve SLA compliance and customer satisfaction.

• Training & Capability Development

  Assess team training needs based on performance data.

  Coach Admin Managers and Team Leads on how best to schedule targeted training sessions to increase knowledge across the team via the Talent Development team.

  Track training effectiveness and its impact on performance improvement.

• Data Analysis & Insights

  Translate complex data into actionable insights for stakeholders.

  Conduct scenario modelling and sensitivity reviews to support strategic conclusions.

  Present findings to executive teams with clarity and impact.

• Stakeholder Engagement

  Collaborate with Finance, HR, Operations and other teams to ensure cohesive planning.

  Facilitate performance reviews and planning workshops.

  Act as a trusted advisor to senior leaders on performance and planning matters.

At WTW we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a hybrid style with a mix of remote, in‑person and in‑office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and hybrid is not a one‑size‑fits‑all solution. We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location‑based arrangements. Please speak to your recruiter to discuss more.

Qualifications

• Excellent communicator and influencer with outstanding interpersonal skills and the ability to relate closely with operational teams and develop relationships across locations.
• Excellent statistical numeracy and analytical skills and able to present complex analysis in simple terms to a wide range of audiences.
• Strong data gathering and problem‑solving skills; able to identify underlying issues to business problems.
• Strong understanding and experience of data exploitation (especially Microsoft Excel) including resource and performance modelling.
• Ability to manage ambiguity, change and complexity whilst balancing the often‑conflicting demands of planning efficiency and the need to protect operational performance.
• Clear understanding of the business environment and commercial operational and financial drivers.
• Motivated and proactive self‑starter with an ability to work under own initiative, detecting problems and taking the necessary actions without prompting.
• Proven track record in dealing with complexity and ambiguity with a desire for continuous improvement.
• Experience of focused delivery against an agreed set of measures whilst working in an ever‑changing environment.
• Evidence of resilience under pressure where parameters of time, resources and demand fluctuate.
• Able to work as a team player in a complex cross‑functional and operational environment.
• Experience of initiating and delivering positive business change.

At WTW we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

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

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Key Skills

Arabic Speaking, Access Control System, B2C, Account Management, Legal Operations, Broadcast

Employment Type: Full-Time

Department / Functional Area: Operations

Experience: years

Vacancy: 1