Resource Planning Manager

Resource Planning Manager
Band: 4
Location: Home-based

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). Our extensive experience supporting complex case management services across the globe and our experience working with the DWP enables us to create a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

The role is accountable for the delivery of planning and allocating resources across the assigned region, working closely with key stakeholders, including the front and back-office delivery unit. The role supports operational goals by ensuring optimized, efficient, and effective planning and utilization of all resources on a day-to-day basis, considering all aspects of demand/intake, contractual milestones, and TPLs, and providing an operational plan to maximize the outputs of the PIP organization to DWP.

Job Description
This exciting role will work as part of an established team at the core of the PIP business to ensure the optimum use of Functional Assessors and estate resources in order to achieve TPLs. You will be responsible for setting internal targets to meet our operational delivery commitments, driving performance, and managing the delivery of the service within your region to meet those targets.

Your main responsibilities will involve:

Planning and Allocating Resources

• Effectively deploy resources with a view to achieving maximum efficiency within agreed service level targets, ensuring internal and external KPIs and TPLs are met or exceeded.
• Continually assess and gather requirements to define the strategy and design the Planning and Allocation function and processes. Move the organization from reactive scheduling to proactive planning.
• Attend planning and performance meetings with Senior Management, offering resource predictions and highlighting areas of concern, always offering recommendations for potential solutions.
• Liaise with the Regional Managers, making recommendations for internal HP resources in specific geographic locations based on demand.
• Develop, implement, and maintain the Capacity and Planning processes and procedures, while continuously striving to improve them, generating ideas and solutions. Ensure planning process performance is measured and provides reporting to PIP Operations Management.
• Implement a robust workforce management process to fulfill demand across recruitment/training needs, telephone/video assessment, assessment center, home consultation, and supply chain, while planning to maximize outputs across geographies in line with HoW.
• Optimize operational delivery capacity in line with demand.
• Provide a forward-looking capacity plan to PIP Operations Management.
• Proactively manage Serco and the delivery partners through effective MI.
• Ensure all aspects of the end-to-end process are considered in the planning process to avoid delays and minimize any pending statuses (i.e., awaiting appointment) at acceptable/ agreed levels.
• Establish and maintain effective relationships with key customers, Atos, and supplier stakeholders—with a view to continually improving performance, efficiency, and claiming experience.

Job Requirements
Essential / Minimum Criteria

• You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.
• Proven track record in planning and forecasting in an ever-changing environment, geographically dispersed, in multi-disciplinary IT-enabled business operations.
• Experience in planning for a complex service delivery structure with a proven successful track record in meeting TPL/KPI requirements.
• Rigorous attention to detail with an operational mindset.
• Extensive experience in risk management, able to anticipate, prioritize, and prepare for risks in order to minimize the likelihood of risks becoming issues, developing and implementing plans to mitigate any issues that may occur.
• IT literate, competent in MS Office, Word, PowerPoint, Excel formulas, and functions, fluent in English, able to communicate with stakeholders on a day-to-day basis via telephone, email, and face-to-face in a clear, caring, courteous, and professional manner.
• Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
• Organizational skills: demonstrate the ability to prioritize workload while multitasking in a rational manner both individually and for the team as a whole.
• Problem-solving skills: analytical, logical thinker.
• Ability to manage change positively, effectively, and efficiently to achieve the best outcomes.
• Positive attitude and personal drive to achieve and exceed targets.
• Ability to work unsupervised and use initiative.
• Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change.
• Flexible and adaptable attitude: willing to undertake other ad hoc duties as required (e.g., supporting other teams/cover manager duties).
• Innovative thinking and ability to inspire team managers.
• Previous experience in planning resources to meet ever-changing demands.
• The ability to identify and develop talented individuals.

What We Offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days of annual leave plus bank holidays, with options for annual leave purchase
• A range of benefits to support the health and well-being of you and your family, such as Employee Assistance Program, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests, and more.
• A fantastic culture and supportive team where you’ll have the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts, which include cinema, Merlin Entertainment, online shopping, and discounts on mobile phone plans and leisure center memberships.
• Interesting and enjoyable work.
• Commitment to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

Resource Planning Manager
Band: 4
Location: Home-based

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP). Our extensive experience supporting complex case management services across the globe and our experience working with the DWP enables us to create a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

The role is accountable for the delivery of planning and allocating resources across the assigned region, working closely with key stakeholders, including the front and back-office delivery unit. The role supports operational goals by ensuring optimized, efficient, and effective planning and utilization of all resources on a day-to-day basis, considering all aspects of demand/intake, contractual milestones, and TPLs, and providing an operational plan to maximize the outputs of the PIP organization to DWP.

This exciting role will work as part of an established team at the core of the PIP business to ensure the optimum use of Functional Assessors and estate resources in order to achieve TPLs. You will be responsible for setting internal targets to meet our operational delivery commitments, driving performance, and managing the delivery of the service within your region to meet those targets.

Planning and Allocating Resources

• Effectively deploy resources with a view to achieving maximum efficiency within agreed service level targets, ensuring internal and external KPIs and TPLs are met or exceeded.
• Continually assess and gather requirements to define the strategy and design the Planning and Allocation function and processes. Move the organization from reactive scheduling to proactive planning.
• Attend planning and performance meetings with Senior Management, offering resource predictions and highlighting areas of concern, always offering recommendations for potential solutions.
• Liaise with the Regional Managers, making recommendations for internal HP resources in specific geographic locations based on demand.
• Develop, implement, and maintain the Capacity and Planning processes and procedures, while continuously striving to improve them, generating ideas and solutions. Ensure planning process performance is measured and provides reporting to PIP Operations Management.
• Implement a robust workforce management process to fulfill demand across recruitment/training needs, telephone/video assessment, assessment center, home consultation, and supply chain, while planning to maximize outputs across geographies in line with HoW.
• Optimize operational delivery capacity in line with demand.
• Provide a forward-looking capacity plan to PIP Operations Management.
• Proactively manage Serco and the delivery partners through effective MI.
• Ensure all aspects of the end-to-end process are considered in the planning process to avoid delays and minimize any pending statuses (i.e., awaiting appointment) at acceptable/ agreed levels.
• Establish and maintain effective relationships with key customers, Atos, and supplier stakeholders—with a view to continually improving performance, efficiency, and claiming experience.

Job Requirements
Essential / Minimum Criteria

• You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.
• Proven track record in planning and forecasting in an ever-changing environment, geographically dispersed, in multi-disciplinary IT-enabled business operations.
• Experience in planning for a complex service delivery structure with a proven successful track record in meeting TPL/KPI requirements.
• Rigorous attention to detail with an operational mindset.
• Extensive experience in risk management, able to anticipate, prioritize, and prepare for risks in order to minimize the likelihood of risks becoming issues, developing and implementing plans to mitigate any issues that may occur.
• IT literate, competent in MS Office, Word, PowerPoint, Excel formulas, and functions, fluent in English, able to communicate with stakeholders on a day-to-day basis via telephone, email, and face-to-face in a clear, caring, courteous, and professional manner.
• Influencing skills: able to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
• Organizational skills: demonstrate the ability to prioritize workload while multitasking in a rational manner both individually and for the team as a whole.
• Problem-solving skills: analytical, logical thinker.
• Ability to manage change positively, effectively, and efficiently to achieve the best outcomes.
• Positive attitude and personal drive to achieve and exceed targets.
• Ability to work unsupervised and use initiative.
• Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change.
• Flexible and adaptable attitude: willing to undertake other ad hoc duties as required (e.g., supporting other teams/cover manager duties).
• Innovative thinking and ability to inspire team managers.
• Previous experience in planning resources to meet ever-changing demands.
• The ability to identify and develop talented individuals.

What We Offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days of annual leave plus bank holidays, with options for annual leave purchase
• A range of benefits to support the health and well-being of you and your family, such as Employee Assistance Program, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests, and more.
• A fantastic culture and supportive team where you’ll have the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts, which include cinema, Merlin Entertainment, online shopping, and discounts on mobile phone plans and leisure center memberships.
• Interesting and enjoyable work.
• Commitment to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defense, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks—Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability), and In@Serco (LGBTQ+ & Networks). Serco Employee Networks are led by colleagues who are passionate about diversity, inclusion, and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles, and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organization that supports the needs of all. As such, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holders of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application, please contact 0345 010 4000.

At Serco, we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly at 0345 010 4000 to discuss.

#haascareers

About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defense, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks—Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability), and In@Serco (LGBTQ+ & Networks). Serco Employee Networks are led by colleagues who are passionate about diversity, inclusion, and belonging.

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles, and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organization that supports the needs of all. As such, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holders of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application, please contact 0345 010 4000.

At Serco, we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly at 0345 010 4000 to discuss.

#haascareers