Head of Resource Planning - Liverpool, United Kingdom - Serco Plc

Serco Plc
Serco Plc
Verified Company
Liverpool, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
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.

Apply


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 to discuss.
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