Planning & Performance Senior Manager

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.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!

About the Role

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

• Leadership & Team Development: 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.

• Capacity Management: 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.
• Quarterly Reforecasting: Lead the monthly/quarterly reforecasting process that informs hiring decisions and resource planning, contributing to the broader Annual Budget Review.

• KPI Oversight: 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.
• Performance Review: Develop and maintain a performance management framework that enables visibility into capacity and operational performance, allowing for data-driven decision-making.

• Cross-functional Partnership: Build and maintain strong relationships with key stakeholders to ensure alignment and smooth execution of capacity planning and performance management processes.
• Change Planning Integration: 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.

• Control IQ Management: 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.
• Data Quality Oversight: Ensure the highest levels of data accuracy within the Control IQ platform, implementing a system of checks and reviews to guarantee compliance.
• Overtime Budget: 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.
• Cost Management: 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 dependent on experience plus bonus and benefits

Interview process

A 2 stage process consisting of technical and behavioural based interview questions and a presentation.

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. This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information. Please note, we are unable to provide employment sponsorship to candidates. #HLI

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