Planning Manager - Customer Operations

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Planning Manager - Customer Operations to be based in Milton Keynes on an initial 3 Month contract. Experienced Planning Manager with extensive strategic planning experience.

Job Title - Planning Manager - Customer Operations

Location - Milton Keynes

Duration - 3 Months initial

Project Details

Reporting to the Head of New Business, Planning & Training, the Resource & Planning Manager is responsible for leading the Planning function for all Customer contact within Customer Operations. The role holder will be accountable for evolving the existing Customer Operations Planning function to deliver strategic recommendations to meet the needs of our Customers. The individual will be responsible for the forecasting and planning of a multi-channelled, dual site, blended environment over an internal and outsource model.

Main Responsibilities

Define, own and lead the Customer Operations strategic planning; leading all planning activity to forecast demand and resource requirements over the next 5 years aligned to Planning rounds.

Consult and influence the Customer Operations Heads of functions to define optimal end state target operating models whilst ensuring that local initiatives are in line with the wider Customer Operations strategic vision.

Develop, implement and embed a culture of rigour and discipline for planning through the ownership of monthly governance sessions with the Heads of functions to ensure that decisions on recruitment, budget spend and requests for headcount are aligned to Customer Operations strategic vision.

Manage the Customer Operations outsource budget to ensure that demand requirements are captured effectively (aligned to productive hours outsource contract) and operational expenditure is tracked with appropriate rigour.

Create, implement and embed standard operating procedures across all areas of business to ensure that there are agreements in place to support all operational requirements across both internal and outsource functions.

Create and develop a set of robust key performance indicators for Planning to track progress aligned to demand and cost.

Where appropriate, make strategic recommendations for departmental optimisation by formulating the rationale, proposals and benefits and to submit proposals to the Head of Planning.

Identify internal organisation capabilities and road blocks to delivering cost effective customer outcomes and present recommendations to Heads of functions and Chief Operating Officer.

Develop and maintain key stakeholder relationships within Customer Operations to ensure that the strategic planning vision is well understood and applied.

Identify, prioritise and implement industry leading planning techniques and technology to improve the performance of Customer Operations.

Monitor and track in-flight projects to understand their impacts on Customer demand and own the governance of the FTE impact to Customer Operations.

Lead, own and evolve the Planning monthly governance forum, ensuring that analysis is completed on trends, performance and demand to make robust recommendations to Heads of functions.

Review all invoices aligned to our Outsource partners to ensure that we are tracking operational expenditure, mitigating risk to our defined budgets and making recommendations to the Head of Planning to reduce costs.

Leadership and operational management of the Planning team, providing clear direction and focus to direct reports that result in the effective leadership of the function.

Deliver and maintain forecast accuracy to +/- 5% of demand at a monthly, weekly, daily and intra-day level.

Ensure that there are clear strategic planning frameworks in place that deliver on cost, budget and outsource spend.

Educate and engage stakeholders by translating complex data and ideas into non-technical unambiguous language that can be easily understood by key stakeholders.

Ensure business drivers, assumptions and accurate data are collected, updated, agreed, revised and built into demand planning by working closely with other functions within the business (Commercial - Marketing, Sales, Product Development and Business Transformation).

Experience:

* Extensive strategic planning experience within a blended environment (in house and outsourced model).

* Proven experience in the Contact centre industry.

* Experience in a management role, able to demonstrate high level of drive and personal commitment.

* Experience of working with an outsource partner to an outsource budget

* Experience of working within a productive hours contract

* Knowledge and experience of Avaya / Verint Blue Pumpkin Work Force Management

Desirable but not essential

· Experience of Financial Services and/or relevant Automotive sector(s), with demonstrable understanding of the regulatory environment.

* Extensive experience in a senior planning manager role

* Knowledge and experience of industry leading approach to rostering and scheduling

Candidates should submit CVs in the first instance. Mike Tripp 0161 924 3631