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Excited to grow your career?
Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.
The exciting role of Operations Planning & Performance Senior Manager involves a blend of strategic leadership, operational planning, data analysis, performance management and platform management. The position is vital to ensuring that the operations teams within HL consistently meet Service Level Agreements (SLAs), productivity standards, and capacity requirements. The role is critical in aligning operational resources with business needs, driving performance improvements, and ensuring the capacity and performance planning process is efficient and data-driven. It requires strong leadership skills, an ability to manage complex data, and the capability to work across multiple teams to meet strategic goals.
What you'll be doing
- Lead a team of demand planning lead, platform manager and operations specialists. Foster a culture of empowerment, pride, and continuous improvement within the team. This includes delegating responsibilities, providing guidance, and developing the skills of team members.
- Own the capacity planning process across the operations function, ensuring accurate tracking and forecasting of resource requirements. This involves working closely with the Demand Planning Lead and other stakeholders to ensure the business has the right resources to meet operational needs.
- Lead the monthly/quarterly reforecasting process that informs hiring decisions and resource planning, contributing to the broader Annual Budget Review.
- Take responsibility for managing operational KPIs, such as forecast variance, productivity, utilization, and SLAs. Hold client-facing teams and management accountable for meeting agreed-upon performance standards.
- Develop and maintain a performance management framework that enables visibility into capacity and operational performance, allowing for data-driven decision-making.
- Build and maintain strong relationships with key stakeholders to ensure alignment and smooth execution of capacity planning and performance management processes.
- Collaborate with the Change Planning Lead to ensure that all change requests are thoroughly vetted, planned, and executed with the right resource allocation and readiness activities.
- Own the tooling for Workforce Management (WFM) needs, specifically the Control IQ platform including relationship with ActiveOps. Ensure it is fit for purpose, supports operational goals, and is compliant with data quality standards.
- Ensure the highest levels of data accuracy within the Control IQ platform, implementing a system of checks and reviews to guarantee compliance.
- Take responsibility for managing the overtime budget for the operations teams, ensuring that the actuals align with the budgeted figures. Develop a robust review process to monitor and control overtime expenditures.
- Oversee the cost of licenses for Control IQ, ensuring that costs remain within budget and that there is a strong framework for cost reviews.
About you
- Significant experience in call centre and/or back office planning, including forecasting
- Deep understanding in business, statistics and operational research
- Strong analytical, quantitative and problem-solving skills
- Ability to communicate effectively with all levels of the organisation
- Advanced knowledge of excel and other statistical tools
- Understanding of contact centre technologies and back office processes
- Experience with Back-office productivity platforms
- Data led professional
- Strong attention to detail and accuracy
- Ability to manage multiple priorities and meet deadlines
Salary: Circa £55k DOE plus bonus and benefits
Working Schedule
Based in Bristol head office, BS1 5HL. This role is a permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office (minimum of 2 days per week).
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments. To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
- Discretionary annual bonus* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Sharesave scheme - have a real stake in HL's future
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
* dependant on role level ** only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.Please note, we are unable to provide employment sponsorship to candidates.
