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Senior Resource Planning Manager
M&G plcSenior Resource Planning Manager responsible for resource planning and capacity strategies at M&G Life. Leading operational planning effectiveness to align with business strategy and customer outcomes.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in resource and capacity planning, with a strong focus on strategic insight, operational efficiency, and stakeholder management. Proven ability to lead teams, drive continuous improvement, and manage third-party relationships effectively.
Highest-signal resume keywords
Resource PlanningForecasting PrinciplesStakeholder ManagementCustomer Service ImprovementWorkforce Management Solutions
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Resource ModellingCapacity PlanningAnalytical SkillsPlanning AssuranceService Performance Metrics
Soft Skills
Team LeadershipCoachingCritical ThinkingPrioritizationCustomer Focus
Tools & Technologies
Workforce Management Solutions
Industry Keywords
Contact CentresBack OfficeInsurance ProductsFinancial Services IndustryThird-Party Outsourcing
About the role
Key responsibilities & impact- Lead the organisation’s long-term resource and capacity planning strategy
- Support the Senior Manager, Capacity Planning & Forecasting in executing the full end to end planning cycle
- Develop and maintain strategic resource plans covering all customer service areas, delivery models, and service channels
- Provide clear strategic insight on future resourcing needs
- Act as the senior authority on resource and capacity planning methodology
- Ensure strategic plans are translated into effective operational resource plans
- Maintain oversight of third-party outsourcers
- Partner closely with operational leaders to balance service performance, cost efficiency, and workforce sustainability
- Establish clear governance and controls across the planning lifecycle
- Operate as a senior planning partner across the organisation
- Lead the assessment of demand and capacity impacts arising from various initiatives
- Foster a culture of continuous improvement, customer focus, and accountability
- Oversee supplier and third-party planning assurance
Requirements
What you’ll need- Track record of team leadership and coaching
- Proven experience in resource planning across contact centres, back office and complaints
- Strong understanding of forecasting and planning principles
- Deep understanding of customer service and the ability to drive improvements within an operation
- Experience of resource modelling, planning and forecasting
- Ability to prioritise effectively in a complex environment
- Experience of senior stakeholder management with third party partners
- Experience of working with outsourcers in an operational environment
- Strong knowledge of service performance and other customer KPIs
- Analytical and critical thinking skills
- Understanding of insurance products and the FS industry
- Good understanding of the industry standard technical solutions for workforce management
Benefits
Comp & perks- Valuable pension scheme of 18%
- Share Save and Share Incentive Plan
- Access to financial wellbeing and support services
- 38 days annual leave including bank holidays
- Opportunity to purchase up to 5 extra days
- Flexible through our Time Off When You Need It policy
- Comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave
- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance