Head of Planning and Performance

Resource Management
60000.00 - 70000.00 GBP Annual + excellent benefits
17 Oct 2016
24 Oct 2016
Contract Type
Full Time

Head of Planning and Performance

Location: Wilmslow

Salary: circa GBP70,000 (depending on experience) plus excellent benefits

Royal London is the largest mutual life, pensions and investment company in the UK, with Group funds under management of GBP84.5 billion. Group businesses provide around 9.1 million policies and employ 2,988 people. (Figures quoted are as at 31 December 2015).

Founded as a Friendly Society in a London coffee shop in 1861, Royal London started out with the aim to help people avoid the stigma of a pauper's grave. Since then we have been helping people help themselves and are committed to delivering the best value for customers and putting members first. Our vision is to become the most trusted & recommended financial company.

Working in our Planning, Performance and Change team based in Wilmslow, we're looking to recruit an exceptional individual to join as Head of Planning & Performance and be an active member of the Group Customer Services (GCS) leadership team. You will be accountable for building, shaping and deploying a resource planning strategy across the GCS business as well as leading operational planning at a strategic level across all operational functions.

The role will have a broad leadership remit with accountabilities including:

  • Lead a highly skilled team that provide Resource Planning and Business Intelligence capability to a multi-site, 900 seat service operation
  • Formulate and deliver on the Group Customer Services strategy and operational business objectives
  • Support operational service teams in delivering excellent customer experience by providing timely and accurate forecasting, resourcing and reporting
  • Drive the development of supporting technologies such as Workforce Optimisation and MI databases
  • Deliver on the financial performance requirements for Group Customer Services
  • Accountability for driving the delivery of all operational, business or legislative change implementations into Group Customer Services

The successful candidate will have a demonstrable background leading Resourcing Planning, Operational Performance and Business Intelligence within a large scale and regulated Customer Operations environment. You will possess an inquisitive mind, be a naturally innovative strategic thinker and a passionate customer champion. This will be blended with outstanding leadership and highly developed stakeholder management skills.

This is a genuinely exciting and unique opportunity to shape and deliver the Group wide Customer Services Planning and Performance strategy within a multi channel Financial Services challenger business, that is highly customer centric and with a clear agenda for growth. We're passionate about recruiting the right people to support our business. We look for the right attitude and potential, not just the right skills. To apply for this position please contact Joe Donnelly at (see below).