Performance and Planning Manager
WTW · Redhill
Join a global business where pensions expertise, technology and client delivery come together to make a difference for pension scheme members. WTW Outsourcing GB is focused on growing its services, improving participant experience, strengthening client relationships and driving operational excellence and innovation.
As a Performance and Planning Manager, you will play a key role in ensuring we have the right capacity, skills and resources in place to meet member and client needs across our Service Centre and wider pensions administration operations.
You will translate customer demand, administration workloads and delivery commitments into effective forecasts, capacity plans and schedules. Using workforce management technology, operational data and scenario modelling, you will provide leaders with clear insight into performance, capacity, cost and emerging risks.
The role offers variety, working across both customer contact and back-office administration environments and adapting planning approaches as business priorities evolve.
The Role
- Develop accurate tactical forecasts, capacity plans, workload plans and schedules across multiple channels, work types, skills and locations.
- Translate demand, workloads and delivery commitments into practical resource and capacity requirements.
- Monitor service performance, workload, adherence, throughput, backlogs and emerging risks.
- Coordinate real-time and in-period workforce plans, implementing agreed interventions and escalating issues where needed.
- Provide clear, data-led recommendations that balance member experience, delivery commitments, colleague experience, risk and cost.
- Maintain consistent planning standards, assumptions, controls and reporting across operations.
- Identify the underlying causes of performance challenges across demand, capacity, skills, processes, technology and execution.
- Use scenario modelling to support operational decision-making and forward planning.
- Continually improve forecasting accuracy, workload allocation, workforce-management processes and operational insight.