Operational Planning Consultant

Recruiter
M&G Prudential
Location
Stirling
Posted
22 Mar 2019
Closes
27 Mar 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Working with M&GPrudential as an Operational Planning Consultant means becoming part of a brand with a global reputation and an exciting vision: to become the best loved and most successful savings & investments business. The forthcoming planned de-merger of M&GPrudential from the Prudential Group PLC provides a terrific opportunity to create a truly international and integrated savings and investments firm. A firm built on a rich and long history and with a commitment to an innovative future centred on the needs of customers and clients. There is a genuine opportunity to drive competitive advantage with value creation through the formation of this new organisation. If you're inspired to join us, and have the necessary qualities, then this could be the opportunity you've been looking for. The Operational Planning Consultant will be based in our Stirling office and will be responsible for strategic planning, workforce management, telephony maintenance and scheduling activities, integral to supporting the current and future contact centre activities inclusive of monitoring to ensure achievement of desired customer experience. You will be responsible for: Planning and forecasting activities - develop strategic plans and schedules to accurately forecast the demand and supply requirements for the operation Business Database Administrator Activities ensuring security and access is maintained Business Analytics - analyse complex data and provide clear and accurate insights to operational leadership team, provide ongoing analysis of report structure and make recommendations for enhancement Operational Management - resource utilisation and shrinkage management; time off requests and adherence, provide timely reports to leadership, monitoring intraday performance Management reporting - maintain and publish standard reports for business operations and people leaders as well as perform ad hoc analyses as needed Telephony maintenance, trouble-shooting and infrastructure Working collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and customer outcomes To be successful in this role you'll have: Experience of working in a planning and operational environment, preferably Financial Services working with contact centre tools (planning, forecasting and management information) Strong working knowledge and understanding of operational contact centre KPIs Strong technical knowledge of the tools and techniques used in planning forecasting and MI Strong communication skills and attention to detail Experience of telephony infrastructure, data and MI Knowledge of business systems - ie Worksmart; Verint v15; Ability to learn new tools and techniques (AGILE) Excellence in Execution - proactively seeking ways to improve personal and organisational effectiveness to meet current and future business needs Strong attention to detail Critical thinking and strong problem-solving abilities People who work at M&GPrudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing, commercial environment that's totally focused on customers. As an M&G Prudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals. M&GPrudential is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences. We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles. Recruiter: Sarah Mathers Location: Stirling Closing Date: 28 March 2019

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