Head of Resource Planning & MI

Liverpool | Other

 

    Head of Resource Planning and MI
    Circa £80,000 per annum (Dependent upon experience) plus car, bonus and other benefits 
    Permanent, Full Time 37.5 hours per week, Monday- Friday 
    Liverpool base L33 7RX- Hybrid working


    Serco are recruiting for a Head of Resource Planning and MI to join our Customer Services division for Citizen Services based in Liverpool on a hybrid basis. This role will act as a Subject Matter Expert on all aspects of planning and will form a key point of contact for Serco new business opportunities whilst leading on strategic capacity planning of multi-site / home working / hybrid contracts. 


    This role will manage a team across all aspects of planning and MI lifecycle working to optimise service and cost, from long term planning, through forecasting, scheduling and Real Time management of workload and staff, ensuring an evolving methodology especially with respect to the forecasting process.
    Working closely with all levels of Management you will proactively develop the Resource Planning & MI functions and ensure operational support and endorsement of the quality and service benefits of the function. Furthermore, you will support with embedding Planning & MI methodologies across the wider Serco business enabling efficiencies and cost reduction. 


    Main Accountabilities:

     

    • Aligning delivery of shared service to Customer Service Division and Serco goals/objectives. 
    • Strategic capacity planning of multi-site contracts
    • Point of contact for new business proposals. 
    • Expanding on capabilities to wider Customer Service Division / wider Serco.
    • Optimise service and cost, from long term planning, through forecasting, scheduling and Real Time management of workload and staff, ensuring an evolving methodology especially with respect to the forecasting process. 
    • Manage a team across all aspects of planning and MI lifecycle.
    • Support with embedding Planning & MI methodologies across the wider Serco business enabling efficiencies and cost reduction.

     

    What you'll need to do the role:


    Essential 

     

    • 3-5 years management experience of leading Resource Planning / MI functions in large complex organisations. 
    • Proven record of delivery of services under challenging environment. 
    • Broad experience across management reporting and forecasting processes and variance analysis. 
    • Experienced in BPO modelling and translation of requirements for business. 
    • Strong analytical background.
    • An eye for details and strong sense of need to uphold integrity of information.
    • Expert understanding of WFM / omni-channel routing platforms.
    • Expert knowledge of Capacity Planning and financial implications. 
    • Expert knowledge of MI / BI systems and infrastructure 

     

    Desirable: 

     

    • Track record of leading team of managers with expert knowledge of their function.
    • Strong communication and stakeholder influence and management skills
    • Expert knowledge of Customer Contact metrics 
    • Expert knowledge of Bid Management and Solution design. 
    • Experience of Calabrio, Storm, Genesys WFM / omni-channel platforms.
    • Experience of PowerBI, Cognos, Azzure Data Lake, SQL MI / BI platforms.

     

    What we offer:

     

    • Up to 6% contributory pension scheme
    • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more
    • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts
    • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities 
    • Up to 25 days annual leave plus bank holidays
    • Company car
    • Bonus scheme
    • Private healthcare

    About Serco
    At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


    By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 


    Apply
    Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


    At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
     

    At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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    Reference
    294232-en_GB
    Contract Type
    Expiry Date
    21/06/2024 01:20:00
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