Resource Planning and Real Time Analyst

Job Title: Resource Planning and Real Time Analyst

Contract Type: Permanent

Location: Alderley Park or Edinburgh

Working style: Hybrid 50% home/office based

Closing date: 29th October 2024

The Planning and Performance team are looking for Resource Planning and Real Time Analysts to join their team. The team provide short-term and medium-term resource planning across Group Operations customer service facing teams.

You will enable the operational teams to provide world class customer service by supporting them in managing staffing levels to meet demand ensure we have the right people in the right place at the right time.

About the role

• Works closely with Group Operations and wider business stakeholders to manage inputs and throughputs into relevant planning tools to support the intraday demand management picture that will support the business to effectively deliver its service level KPIs.
• Improve planning methods by streamlining processes and exploring new ways of working.
• Ensures delivery of accurate resource plans for short, medium and long-term planning to assure the accurate planning of Group Operations resource needs to customer service level.
• Manage intraday staffing levels and make decisions real time to protect service levels.
• Support the Resource Planning Manager and Senior Resource Analysts in gathering and presenting data for resource planning decision making.
• Provides both detailed and concise MI/reporting to business stakeholders. Deliver both verbal and non-verbal updates to operational managers throughout the day.

About you

• Previous experience in a resource, analytical or management role in a customer services or operational support function
• Workforce Management tool experience (ideally Avaya, WFM) or other similar systems.
• Previous experience in a resource planning or real time/intraday analyst role in a customer services or operational support function.
• Previous exposure to Service Management environments
• Proven experience of working cross functionally and in building sustained and effective working relationships.
• Risk Management identification and resolution experience.
• Strong time management, organisational skills and excellent communication and influencing skills.
• Experience of Excel and Power BI is preferred.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

Inclusion, diversity and belonging 

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.