About the role :
The role holder will support both Contact Centre and Back Office forecasting and planning for our Life and Pensions operations.
You will produce accurate supply and demand forecasts and complete detailed forecast variance analysis to support the Operations area in making optimum use of resources in order to achieve internal and contractual agreed service levels and meet business plans.
What you will do :
Produce short, medium and long term plans for focusing on both supply and demand drivers.
Analyse all supply and demand components using appropriate techniques and tools, providing insightful commentary and making and tracking recommendations.
Undertake planned vs actual’ analysis and carry out detailed root cause analysis to provide challenge and improve planning accuracy.
Lead and contribute to formal interactions within our best practice Operational Management Framework (OMF) including Mission Control Meetings, Planning / Loading / Variance meetings and Monthly Operating Committee meetings.
Ensure planning processes adhere to the OMF and share best practice across the planning community.
Provide full impact assessment and advice on business change / projects
Identify and highlight performance / service risks to Operations.
Support the business by making and driving recommendations on best use of operational resource, operational efficiencies and leakage opportunities
Support the achievement of revenue targets and both internal and contractual SLAs.
Produce actionable performance MI to support operational focus on key metrics.
Support, coach and develop less experienced colleagues to aid their development and ensure planning models, methodology and practices are accurate and effective.
Your skills and experience will include :
Good understanding of resource planning methodologies
Good understanding of performance metrics
Advanced Excel knowledge essential
Previous experience in a resource planning role
Knowledge of resource planning technologies such as EG and Verint Impact 360 would be an advantage
Knowledge of Access would be an advantage
Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions
Ability to analyse sizeable data sets, decide and apply appropriate forecasting technique
Ability to develop strong internal relationships and interact and influence at all levels
Strong analytical skills and highly numerate
Attention to detail and accuracy
Capita Insurance & Benefits Services
From policy administration, broker services and risk management to claims management and underwriting services, we mirror the operations of a traditional insurance business to form partnerships that help support and develop your organisation, services and processes.
Capita's wealth of experience enables us to help you develop solutions for every challenge facing the insurance market. We have revenue generation, retention and customer tracing solutions and can manage a diverse portfolio of change for you, from simple low-
cost changes, through major regulatory changes (e.g. gender-neutral pricing or the FSA Retail Distribution Review), to complex multi-
million pound transformation programmes.
What’s in it for you?
As well as a generous basic salary, we’ll give you23 day’s holiday, a company car, company matched pension scheme and access to a variety of voluntary benefit options.
These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.
You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless.
Our mission is to help you realise your potential whatever that means to you.