The Workforce and Planning Manager will report directly to the Head of Guidance Services and Customer Protection Strategy. In this role you will be responsible for the following;
- Ensure accurate and timely performance reporting is provided and used to make key resourcing decisions and organisational reports
- Work closely with Delivery teams, QA Support services and training teams, to ensure all our services are appropriately resourced, taking responsibility for making resourcing decisions based upon use of best available data
- Working with other Service leads, maintain and build upon our performance management reporting, ensuring data is shared with key internal stakeholders and effective and ongoing analysis is undertaken on the delivery of KPIs
- Working with other Service leads, you will take the lead on resource elements of our planning work and ensure we maintain and develop our capacity and demand forecasting capability, working with business intelligence and data teams to ensure approaches are aligned and consistent
- Develop strong, accurate and up to date planning processes around the timing of recruitment and onboarding activity, smoothing activity peaks and ensuring that any resources required to support activity are within peoples workplans and appropriately supported
- Providing expert advice and guidance on how any transformation may impact what and how we deliver to our customers and any implications this may have on how we think about resource allocation
- Ensure workforce and resource management issues and risks are captured within the overall risk monitoring processes
- Liaise with departments across the organisation to ensure timely decision making on recruitment issues and equipment
- Provide support to Service leads, business support coordinators and shift supervisors, ensuring BAU commitments are maintained and any new issues arising from the growth in new staff are identified, escalated and addressed as appropriate
- Lead work with the operational teams to put in place new workforce management and resource solution – enabling opportunities for colleague involvement from colleagues across the team
- Work closely with Outsource resource teams to ensure third part delivery is audited and supported in a way that achieves the most out of our budgets and resourcing
You will need to demonstrate the following skills and experience;
- A proven track record of collaborative working; with the ability to demonstrate sound and sensitive judgement.
- Experience of operating in a busy multi-channel customer facing environment
- A strong understanding of service delivery particularly in complex areas with high performing teams, with experience of managing and supporting change
- Highly experienced in the development and management of shift systems, workforce planning and forecasting
- Experienced and comfortable with using data with an ability and understanding of using systems to manage multiple data sources to inform direction
- Accustomed to using a range of reporting tools, systems and software
- Able to manage a diverse and sometime competing portfolio
- The effectiveness and credibility to operate at a senior level, shaping and giving authoritative advice and input in the development of our services.
- A strong understanding of developing and promoting a positive workplace culture, staff wellbeing and motivating teams
- Experience of operating in a matrix environment – motivating teams in the development and delivery of propositions
- A highly experienced and collaborative leader and line Manager
The Money and Pensions Service is based in Bedford and as a key employer in the town we work hard to ensure that we are an active part of the community. This is a great opportunity for you to join us in Bedford and to be an integral part of the Money and Pensions Service team.
We are already forging great relationships with Bedford Borough Council and other local organisations to ensure that we are an active part of the community and fully integrated to play our part in the Government's "levelling-up" strategy. This is a wonderful opportunity for you to be one of the first colleagues to join us in Bedford and to be an integral part of helping us establish ourselves in the town.
At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We're not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: -
- Caring
We care about our colleagues and people whose lives we are here to transform.
- Connecting
We will transform lives through our ability to make positive connections.
- Transforming
We are committed to transforming lives and make a positive societal impact.
About MaPS
At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.
About our people
In our move to Bedford, we aim to attract and retain the absolute best talent, so we can achieve our objectives and continue to make a difference to millions of people's lives. We are keen to encourage applications from individuals across the whole community with the skills, knowledge, and behaviours for the job, and who show a strong commitment to MaPS' objectives, values, and vision. It is important to us that we continue our ambition to be a genuinely diverse and inclusive organisation, so that we reflect the people we are here to help.
Our inclusive working environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The...