WFM Lead Custodial Ops Manager-HMP Fosse Way

Leicester | Other

WFM Lead - HMP Fosse Way

Leicestershire, LE18 4TN

Salary - 35,000

Permanent (Full-Time, 40 Hrs)


Here at Serco we are looking for a WFM Lead to join us at HMP Fosse Way. The WFM Lead is required to support the Operations Director in ensuring the contract is appropriately resourced to deliver the service through following WFM best practise ways of working.


The successful candidate will report to the Contract Operations Director & Functional Head, the role will involve significant cross-functional working.  Through formal and informal communication and networks, there will be a need to win the trust and engagement of individuals and teams regarding the case for change and to support them through the process of establishing a culture of excellence in WFM and continuous improvement. The role will oversee the WFM-related activities carried out by the WFM Support role, the Contract Administrator, Payroll Administrator, and the Training Administrator.



Some of the other responsibilities of the WFM Lead are as follows:


  • Responsible for ensuring business requirements - as approved by the Operations Lead - are being planned for, to underpin and assure service delivery.
  • Work with the Operations Leads to identify and review business requirements - i.e. review and approve changes in demand or capacity plans.
  • Use WFM knowledge and data to support decision making at your contract.
  • Ensure that the rules established by the contract in their Local Standard Operating Procedure for Resourcing is followed.
  • Manage all scheduling, rostering and time and attendance activities in the contract.
  • Understand the demand profiles that underpin the work schedules, and the impact of how the Current Staffing Level meets the demand profile requirements on expected under and over hours.
  • Manages changes to scheduling to ensure adequate daily resource coverage
  • Ensure that all technical issues (data, infrastructure or xxx) are logged immediately on the WFM portal on the online service desk.
  • Direct HR and IT issues and queries to the HRSS and ITS service desks respectively.
  • Identify non-technical related issues or changes and ensure these are submitted to the WFM Centre of Expertise / WFM Function or the WFM Managed Service team through the correct channel [TBC].



What you will need to do the role


  • Relevant people management qualification is desirable
  • Have operational management experience.
  • Have experience in workforce management, including rostering, scheduling and on the day management of resourcing of an operation.
  • Have an excellent understanding of the principles of best practice workforce management, and experience of delivering these.
  • Have experience in the business sector of the contract.
  • Have good analytical skills with ability to assimilate information quickly and communicate key messages simply and effectively to the business to aid decision making.
  • Have a strong track record of building trust and good working relationships across functions and levels in a contract. 
  • Knowledge and/or experience of other business functions including HR, Training and Payroll.
  • Be an established Custodial Operations Manager or hold a valid certification following a COM assessment.

    Why Serco 

    • Meaningful and vital work - We look after around 5,000 prisoners in our prisons and been in the business for 25 years, employ 2,000 colleagues in our 6 custodial contracts so you can guarantee you'll be delivering an essential service that touch people's lives. 
    • A world of opportunity - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways. 
    • Great people - We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment. 


    What we offer:

    • A competitive salary
    • A fantastic culture and supportive team; volunteer leave; continuous training & development opportunities
    • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Thrive App, Simply Health Plans, Cycle to Work Scheme Annual Leave Purchase Scheme and more
    • Access to a huge range of discounts and exclusive deals
    • The chance to make a positive difference in a company passionate about diversity and inclusion  
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    Contract Type
    Expiry Date
    10/02/2023 02:08:00
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