Workforce Planning Manager - Customer Service Operations

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Salary Range

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Job Description Summary

Job Description

JOB TITLE: Workforce Planning Manager - Customer Service Operations

LOCATION: Edinburgh, Leeds or Halifax

SALARY: £ 59,850 - £66,500

HOURS: Full Time  

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. 

About this opportunity

This is your chance to join the Workforce Planning team within Insurance Pensions & Investments (IP&I) Customer Service Operations at a really exciting time as we’re nearing the end of the 1st year of our Customer Service Vision transformation
 

We’re looking for a Workforce Planning Manager to join our Workforce Planning team in IP&I to support the planning of our operational, customer facing teams. You should be an experienced leader who is numerate, possesses excellent accuracy and decision-making skills with an analytical curiosity that drives the ability to think holistically and ‘join the dots’ across multiple channels and business areas.

Workforce Planning play an important role in the delivery of the Group’s purpose by ensuring the operational, customer facing teams have the right people, in the right place, at the right time, to deliver the best possible customer experience with consideration of cost/productivity guard rails.
 

We influence efficient and effective customer experience through trusted judgement, analysis and insight. Building relationships with internal customers and colleagues across operational leadership, platform, finance, data and commercial teams is key to our success along with the ability to ensure data driven forecasts and insights are accurate, clear and appropriate.

About Us

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

What you’ll need

• Experience in leading and coaching colleagues to high performance
• Storytelling ability to simplify and translate sophisticated thoughts to engage a senior audience, both through written and verbal/face to face presentation
• Analytical curiosity (interpret data and provide recommendations)
• Strong numeracy and data literacy skills, excellent experience with Excel to model and analyse data
• A problem-solving approach
• Great collaboration skills
• A positive and professional manner
• Drive, passion, enthusiasm, and a willingness to learn and develop

And any experience of these would be really useful

• Experience with Power BI and Power Query are preferred but not essential
• Experience using statistical techniques to forecast future demand and aligning resource to ensure successful outcomes
• Knowledge of IP&I business and products

About working for us 

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to

creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need

We also offer a wide-ranging benefits package, which includes:

• • A generous pension contribution of up to 15%
• • An annual performance-related bonus
• • Share schemes including free shares
• • Benefits you can adapt to your lifestyle, such as discounted shopping
• • 30 days’ holiday, with bank holidays on top
• • A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people?

Join our journey!!

This advertisement may close earlier than the stated deadline if we receive a high volume of applications. To ensure your application is considered, we encourage you to apply as soon as possible.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks.  We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.