Resource Planning Lead

Job Type:

Permanent

Build a brilliant future with Hiscox
 

Are you someone who enjoys getting under the skin of how and why things are done, able to challenge the status quo of the current processes?  We need someone like you to work alongside our Capacity Planning Manager, helping unpick the complex detail and collaborate by proactively managing the technical elements of the role as well as providing a strong business partnering approach. 

You’re not afraid to talk to people and understand how your role impacts the wider business and where you can add value, you thrive in an environment where delivering a best in class service that is unrivalled in our industry is key.

You don’ have to be an insurance expert but what you do need to have is a strong operational understanding of how Forecasting & Resource Planning supports operations teams and help us to deliver demand forecasting, workforce planning and service optimisation across Hiscox UK.

You’ll play a key role within the Hiscox UK team, making sure we have the right resource plans to meet customer expectations, helping guide us through the planning cycle, and integrating how we manage our resource response across working environments, maintaining optimal customer expectations and satisfaction.

What you’ll be doing:

• Working collaboratively with the wider operational delivery and support teams you will be a key player in the successful delivery of our sales and service KPI’s.

• Creating forecasts of demand and advising of recruitment needs across all contact types, including multiple back office and inbound telephony workstreams

• Collate, clean and prepare data sets for all channels and sites to feed into the forecast modelling process

• Business partner with Head of MI and Service Delivery Management to advise on opportunities to improve performance

• Own the delivery of PEAK Planning to optimise the FTE available across Service Delivery

• Maintenance of Workforce Management system to ensure; sickness and absence and holidays are accurate, allowances to cover service, managing governance framework ensuring data quality

• Assist colleagues in the resource planning team with the production of weekly / monthly shift schedules for ~250 FTE to ensure AHT, PCA and Workflow SLA’s are met including scheduled breaks, 121 and training time for all relevant colleagues

• Lead the Resource Planning Cycle from Capacity Planning through to Real Time delivery of plans

Our must haves:

• Strong analytical and logical thinker.

• A relationship builder – comfortable working with operational teams across the business

• Customer focussed – awareness of the impact of decisions on the Customer Experience

• Motivated – Driven to succeed, continuously improving your skills and those of your colleagues

• Attention to detail and quality, with a strong work ethic

• Ability to create outputs in a timely manner that are easy to understand and that support the operational performance

• High level of experience working with workforce management tools

• Ability to create capacity plans for customer facing teams and the wider back office operation

• Experience working with telephony systems and a sound understanding of call routing

• Understands forecasting methods and tools

Diversity & Benefits

At Hiscox we care about our people. We hire the best people for the job and we’re committed to diversity and creating a truly inclusive culture, which we believe drives success.  

Working life doesn’t always have to be in the office, so we have introduced hybrid working to encourage a healthy work life balance.  This hybrid working model is set by the team rather than the business to enable you to manage your own personal work-life balance.  

We see it as the best of both worlds; structure and sociability on one hand, and independence and flexibility on the other.  

 Our benefits package includes a bonus, contributory pension, 25 days annual leave plus 2 Hiscox days and a 4 week paid sabbatical with every 5 years’ worth of service, private medical for all the family and much more. 

Work with amazing people and be part of a unique culture