Capita Jobs – Planning General Manager In Aberdeen

Overview

Position Title: Planning General Manager

Company: Capita

Location: Aberdeen, UK

Job Description:

Here at Capita we are looking for a Planning General Manager to take ownership of the strategy, development and long-term success of the Business, Tactical and Scheduling Planning teams, managing and developing a team of planning specialists to ensure achievement of contractual service levels, KPIs, financial forecasts and business goals. The Planning General Manager will need to have the ability and willingness to challenge the status quo, to encourage and develop new and innovative ideas which will enhance the business. You will also be responsible for ensuring execution of BAU planning across numerous accounts

Responsibilities:

• Manage, motivate and develop a team of planning specialists, maximising capability within the team through strengthening their ability to deliver excellent results.
• 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 profitability (i.e. available time, schedule adherence) and work with CCM Key Stakeholders to address such issues developing continuous improvement strategies that optimise the profitability of clients
• Senior planning representation at key meetings ie mini MPR, client strategy reviews, cross functional sessions.
• Work with Operations Directors, Senior Operations Managers and Heads of Finance to ensure that contracted service levels are met by improving schedule efficiency, utilisation, adherence and productivity and proactively identify issues working with key stakeholders and the Client (where appropriate) to resolve issues

Requirements:

• 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
• Knowledge and application of Call Centre switches/network level routing /skill based routing desirable
• Knowledge and application of Planning specific software – Aspect, Aspect Perform and eWFM
• Excellent financial, commercial and strategic judgement
• A team builder and leader with a passion for excellent delivery – ability to delegate effectively. Ensure roles and responsibilities are clear, with efficient use of team.