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  • Location: Glasgow
  • Rate: Up to 360.00
  • Start Date: 22/08/2019
  • Duration: Contract

You will be responsible as a single point of contact for the delivery of the resource plan, real time management and MI production for the Operation. With support from the Head of Mortgage Operations, you will ensure that the account is modelled strategically to meet the requirements of the Operation, the Client and Capita. You will deliver the medium term plan ensuring resource levels are in line with requirement and the agreed financial budget. Through accurate tracking of the plan you will escalate where required through the appropriate governance forums, with recommendations for rectification. You will also have responsibility for managing a team of people who will work with the operational teams in Glasgow. You will be required to lead, motivate, inspire and develop the team to ensure the day to day management of resource against plans are achieved and that all MI and reporting is produced accurately and according to schedule and to ensure achievement of contractual service levels.

Accountabilities and main responsibilities

People and Operational Management

Account Management: production and maintenance of the Resource Planning service agreement for each managed account incorporating:-
Internal and Client facing engagement models
Service Agreement
Account Delivery: work with the Operations Performance Manager and the Contract Manager to ensure the Tesco Bank contract is strategically modelled allowing the Resource Planning Team to predict and recommend adequate resource levels that maximise efficiency, maintain quality and achieve target service levels and key business outcomes.
Tools & Processes: ensure all available Reporting & Analysis tools, processes & techniques are embedded and being used effectively by the operations to maximise efficiency & quality.
Relationship & Engagement: building strong relationships with the operation and the external client through delivering a quality service so that:
Team delivers best in class
Team becomes known in Capita as a value add operation
Quality of Services: maintain & track Resource Planning & Report Delivery quality and service issues arising to be discussed at weekly team meetings.
Continuous Improvement: identifying opportunities that will deliver efficiencies and defined improvements identified through MI analysis. This will include working directly with the client to identify opportunities that will improve their own business & processes that in turn improve the Capita relationship.
Lead by example, role model for living the values, lead and develop, coach and motivate team to ensure they are aware of and capable of delivering their responsibilities and to ensure the creation and maintenance of an effective working climate and continuous improvement ethos.
Plan, organise, control and continually review the activities of the team to optimise resources, overseeing their work and taking actions to improve capability where necessary so that the team maximises its performance against all relevant targets and standards.
Communicate regularly with the team, encouraging learning and change, challenging own and others thinking and to ensure the team are fully engaged with priorities, decisions and changes which may occur
Recognise and celebrate success both individually and collectively
Carry out all required team management and administrative activities, including reviews, performance management processes and action on individual performance issues, to ensure the smooth functioning of the team.

Ensure all operational problems are rapidly analysed and resolved so there is minimum interruption to the team's work, and present basic conclusions and outline recommendations to line management
Embed a culture focused on the quality of customer outcomes
Ensure team continually meets all regulatory, risk and control requirements and that appropriate and robust governance arrangements are in place
Undertake difficult conversations around individuals' behaviours, performance, attendance etc., and follow the required process when required.
Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests.
Identify behavioural operational issues/trends that impact on profitability (i.e. available time, schedule adherence) and work with Operations Managers, to address such issues and developing continuous improvement strategies that optimise profitability
Work with Operations Managers & Directorship to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify service delivery issues working with Directorship, Operations Managers and the Client (where appropriate) to resolve issues/amend contract commercials assisting in the achievement of Service Level Agreements
Analyse client specific information, such as long term forecasts and call routing strategies to improve the efficiency of their business through better utilisation of the resources.
Influence and assist Operations Managers in prioritising client specific requirements, to deliver overall optimal business benefit and assist in managing client expectations.
Formulate budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree yearly budget and/or reforecast.
Formulate actual and future resource requirements to support business decisions around training and recruitment.
Maintain and take accountability for department's knowledge of regulatory and legal requirements relevant to the role.

Risk Management

Manage risks and opportunities in relation to OCF, identify and escalate gaps in controls, or serious breaches in line with departmental standards
Maintain a good understanding of risk requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly
Ensure risk requirements are fully reflected in performance development objectives, both own and the team, where appropriate
Understand breach reporting framework and educate team

Change activity

Change Management: manage and changes impacting The MI, Planning and Resource Team as well as contribution to all change requests requiring input.
Support all agreed transformational changes
Participate, as required, in the development, maintenance of procedures, systems and processes to support the effective delivery of organisational activities, and manage the effective implementation of any changes and developments into the work of the team.
Represent the MI, Planning & and Resource Team in projects and change meetings.
Maintaining records, communicating requirements, monitoring deliverables.
Provide challenge as required with supporting evidence.
Provide information to allow management to make informed decisions.


Communication & Engagement – able to communicate at all levels and have the ability to present issues in a clear and concise manner, using the most appropriate medium.
Business Understanding – a detailed understanding of the nature of Capita and its principle drivers and an understanding of basic finance and financial business drivers
Analytical Skills – the ability to work with, analyse and interpret large volumes of data/information and relay a summary of the data/information while articulating the risks associated with the accuracy of the data/information.
Organisational Skills – the ability to work unsupervised with own initiative, organise self and others and to monitor and present work for stakeholders to execute.
Time Management – the ability to organise workload, prioritise, delegate and manage expectations whilst under pressure from stakeholders.
Team Working – must be able to work within a team (internal or external, operational or client etc).
Problem Solving – the ability to think tactically and strategically and be creative with ideas to improve efficiency and solve complex problems.
Resource Planning – an understanding at SME level of the end to end resource planning cycle incorporating Forecasting & Planning, Scheduling, Service Delivery and Management Information.
Managing Relationships – effectively manage relationships with Senior Operational teams, Clients and the Central Planning Team.
Capability to deliver a high degree of accuracy and integrity in all work.
Strong commitment to continuous improvement.
Experience of large scale, multiple client/dimension resource planning.
Knowledge and application of planning theories and forecasting methods e.g. Regression techniques.
High level understanding of how Call Centre operations work.
People management experience.
Strong communication and influencing skills.
Strives to deliver service excellence and works to remove barriers
Works in partnership to clarify customer requirements and exceed expectations
Wins the trust of the customer, building long term relationships through personal integrity and delivering on promises
Seeks ways to continuously improve customer satisfaction with quality and on time delivery
Demonstrates professional integrity and ethical conduct in all interactions with the client. Assumes ownership/responsibility for resolving or escalating issues that may present a risk to the business and/or its reputation.Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy