Delivery and Operations Operation Capacity Planner

Job Description:

Operation Capacity Planner

Permanent

Brighton

Full time - 35 hours

Hybrid with 1 day in office

Starting salary from £41,600

We make health happen:

Responsible for developing strategic and tactical capacity planning
assumptions and models that influence operational, financial and
transformation decision making across Bupa Global operations.
The role will operate with significant autonomy in the production of forecasts,
modelling assumptions and business recommendations, escalating where
material risks, service impacts or financial implications are identified.
The holder will collaborate extensively with senior operational leaders,
Finance Business Partners, Transformation, Global Planning and Operational
MI teams to ensure resource requirements are understood, modelled
accurately and communicated effectively.
The role will influence decisions relating to budget allocation, recruitment
planning, business cases, organisational design and operational readiness
across multiple global locations and channels

How you'll help us make health happen

• Develop and maintain global capacity planning models across all Global & Regional operation.
• Build long-term workforce and demand forecasts using historical trends, seasonality, strategic growth assumptions and operational drivers.
• Produce relevant modelling, assumptions and analysis in supporting Head of Operations Strategy for the three-year strategic planning and roadmap.
• Translate customer demand and workload forecasts into accurate resource requirements across all operational teams to feed into the Planning team who will deliver scheduling to key teams.
• Partner and build strong collaboration with Operational Leaders, Planning, Finance and Transformation teams to support annual budgeting, reforecasting and investment planning activity.
• Support business transformation initiatives by modelling workforce impacts, productivity assumptions, benefits realisation and return on investment outcomes.
• Produce scenario modelling to assess impacts of business change, customer growth, regulatory requirements, operational strategy and commercial opportunities.
• Provide strategic insight and recommendations to senior stakeholders to support decision making and business planning.
• Work closely with the Global Planning Manager to ensure strategic forecasts align with short and medium-term operational resource plans.
• Monitor actual performance against forecast assumptions and identify opportunities, risks and emerging trends with the support of the Planning & MI Teams.
• Support operational leaders with understanding forecast impacts relating to recruitment, attrition, shrinkage, utilisation and productivity
• Provide clear and concise reporting packs, presentations and executive summaries for senior leadership forums.
• Ensure consistency, governance and integrity across all planning methodologies, assumptions and modelling standards.
• Drive continuous improvement in forecasting accuracy, planning capability and workforce analytics.
• Maintain long-term planning models, demand drivers, forecasting trackers and supporting documentation for audit trail.

Key Skills/Qualifications needed for this role:

• Significant experience within workforce management, operational planning or capacity planning in a complex multi-channel contact centre environment.
• Proven experience building long-term capacity models and strategic workforce forecasts.
• Strong commercial and financial acumen with experience supporting budgeting and business case development.
• Demonstrated ability to influence and present insight credibly to senior stakeholders.
• Experience supporting transformation programmes and modelling operational change impacts.
• Strong analytical and problem-solving capabilities with attention to detail and accuracy.
• Advanced capability in Excel, data analysis and presentation of complex information.
• Experience working within global or multi-site operations preferred.
• Knowledge of customer contact operations, productivity metrics, shrinkage methodologies and workforce optimisation principles.
• Experience using Power BI, SQL or data visualisation tools advantageous.

Academic/Professional qualifications

• Degree level qualification or equivalent professional experience in Business, Finance, Mathematics, Data Analytics preferred.
• Advanced analytical and modelling capability with strong expertise in Microsoft Excel and workforce planning methodologies.
• Experience with Workforce Management and forecasting platforms desirable, such as NICE IEX, Verint, Genesys, Power BI or equivalent technologies.

Why Bupa

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

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