Senior Resource Planning Manager

M&G plc

. Lead the organisation’s long-term resource and capacity planning strategy .

Posted 10/27/2026full-timeStirling • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in resource and capacity planning, aligning strategies with corporate objectives and customer experience. Proven ability to lead teams, optimize processes, and manage stakeholder relationships in complex operational environments.

Highest-signal resume keywords

Resource PlanningForecasting PrinciplesTeam LeadershipStakeholder ManagementOperational Improvements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Resource ModellingCapacity PlanningAnalytical SkillsProcess OptimizationPerformance Insight

Soft Skills

CoachingCritical ThinkingAccountabilityCollaborationCustomer Focus

Tools & Technologies

Workforce Management SolutionsOperational Planning Tools

Industry Keywords

Customer ServiceFinancial ServicesInsurance ProductsService Performance KPIsThird-Party Outsourcing

About the role

Key responsibilities & impact

Lead the organisation’s long-term resource and capacity planning strategy
Align resource planning with corporate objectives, growth plans and customer experience ambitions
Support the Senior Manager, Capacity Planning & Forecasting in executing the end-to-end planning cycle, including supply management and real-time optimisation
Develop and maintain strategic resource plans across customer service areas, delivery models and service channels
Provide strategic insight on future resourcing needs, risks, trade-offs and mitigation strategies
Serve as the senior authority on resource and capacity planning methodology
Translate strategic plans into effective operational resource plans
Oversee third-party outsourcers and identify emerging risks and mitigation plans
Partner with operational leaders to balance service performance, cost efficiency and workforce sustainability
Establish governance and controls across the planning lifecycle
Collaborate with Commercial, Finance, Digital, Transformation and Operations on strategic initiatives
Assess demand and capacity impacts from new products, growth initiatives, digital adoption, marketing activity, customer behaviour changes and regulatory requirements
Foster continuous improvement, customer focus, accountability, efficiency, learning and innovation
Oversee supplier and third-party planning assurance
Refine models, assumptions and planning capabilities using performance insight and lessons learned

Requirements

What you’ll need

Track record of team leadership and coaching, managing and developing high performance teams and succession management
Proven experience in resource planning across contact centres, back office and complaints
Strong understanding of forecasting and planning principles
Ability to build resource planning processes from scratch and optimise existing processes
Deep understanding of customer service and ability to drive operational improvements
Experience of resource modelling, planning and forecasting
Ability to prioritise effectively in a complex environment and manage deadlines and competing priorities
Experience of senior stakeholder management with third-party partners and across the internal business
Experience working with outsourcers in an operational environment
Strong knowledge of service performance and customer KPIs and their links to planning outcomes
Analytical and critical thinking skills, including extracting insight from patterns and translating it into actions
Understanding of insurance products and the financial services industry
Good understanding of industry-standard technical solutions for workforce management across operational domains, including voice/contact and back office

Benefits

Comp & perks

A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions)
Access to Share Save and Share Incentive Plan
Financial wellbeing and support services
38 days annual leave including bank holidays
Opportunity to purchase up to five extra days
Time Off When You Need It policy
Comprehensive paid parental leave covering maternity, adoption, surrogacy, and paternity leave
Private Healthcare
Critical Illness cover
Life Assurance
Additional family options for health and protection cover
Networking, support and development opportunities through employee-led networks
Flexible working arrangements
Workplace adjustments and reasonable adjustments during recruitment