Performance and Planning Manager

This job is with WTW, an inclusive employer and a member of myGwork – 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