Business Unit: Customer Service & Operations Salary range: £52,800 - £66,000 per annum DOE Benefits Location: UK Remote Contract type : Permanent Our Team An amazing opportunity for someone to join our growing Customer Transformation & Operations – Resource Planning team, primarily specialising in leading a team of Resource Planning Managers and their teams of analysts in the production of accurate Strategic and Capacity plans across the Operations function. Responsible for leading a team to create accurate forecasting of FTE requirements to service projected demand within agreed Service Levels. If you are a self-motivated, enthusiastic and effective leader ready to make a real difference to a successful and go-getting team then we are looking for you! The successful candidate will focus on a variety of Customer Service KPI’s and support the Senior Leadership team in achieving business objectives. You’ll work with our key stakeholders to understand and demonstrate resource requirements and costs against the context of internal targets and the external market, whilst identifying opportunities and supporting the development and execution of our strategies. You’ll play a significant role in leading the team to help the business deliver against their Commercial plans, customer service, and cost ambitions. What you’ll be doing Lead an effective, efficient and motivated team of Resource Planning Specialists. Manage and control risks identified as part of the Risk management framework. Set the vision then execute on delivering a best-in-class Planning and Colleague Performance Cycle across multiple business areas, ensuring the creation and maintenance of effective supply and demand forecasts. Bring together insight across Planning forecasts, WFM tooling and productivity data in a clear and concise manner that drives Operational action. Drive the adoption of key planning processes and procedures with key senior leadership stakeholders to facilitate business decision making and identify key risks and opportunities. Collaborate with senior management across CS&O and the wider business, including technical stakeholders in Customer Value, Strategy, Risk, Marketing, Finance, Commercial, and GBI. Chair meetings with key stakeholders, to challenge the status quo and the operational efficiency of the business. Provide actionable insight on performance and productivity within engaging presentations to drive action at all levels of the organisation. Understanding the financial services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape. We need you to have Experience leading and driving the performance of a team of SME resource planning managers and analysts. Experience leading colleagues and businesses through change and driving the adoption of new ways of working Highly organised with strong prioritisation and delegation skills. Ability to work across the organisation, engaging with multiple parts of the business on a breadth of tasks. Expert Knowledge and skills in Microsoft software, including Power BI, Teams, Excel, PowerPoint, and Word and WFM tooling. Ability to logically analyse and interpret data. Experience using data to inform commercial and strategic decisions, analyse trends, explain performance, and make recommendations to senior stakeholders in the business. Strong oral and written communication and presentation skills, with the ability to convey complex messages and ideas to both technical and non-technical audiences at all levels of the organisation. Gravitas with excellent influencing, engagement, and communication skills across all levels of the business. Understanding of financial services, products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape. Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy. The ability to deputise for the Head of Planning and Insights. It’s a bonus if you have but not essential Project Management / process improvement skills Operational Excellence leadership experience Red Hot Rewards Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more. Up to five extra paid well-being days per year . 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. Market-leading pension. Free private medical cover, income protection and life assurance. Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. And there\'s no waiting around, you\'ll enjoy these benefits from day one. If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible. Say hello to Virgin Money Virgin Money is so much more than just a bank. As part of the Nationwide group, together we\'re the UK\'s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose ; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider. Be yourself at Virgin Money At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we\'re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we\'ll need you to confirm you have the right to work in the UK. If you\'re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years\' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we\'ll ask for six years of regulatory references, and once in the role, you\'ll be subject to periodic employment checks. Salary: GBP 52800 - 66000 per year Experience: 5 years required