Resource Scheduling Specialist

At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and offer workplace adjustments to ensure you have the support you need to succeed in your role.

Resource Scheduling Specialist M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2026 and beyond.

M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in‑house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of in sourcing and outsourcing service operations to sell to domestic and international markets.

We are seeking a scheduling specialist to be responsible for owning the management of all scheduled resources utilising tools and tactics to ensure that resources are maximised to deal with forecast customer demand and that shrinkage targets are not over utilised. Responsible for the short/ medium part of the Resource Planning cycle, this role schedules all resources around expected customer demand.

This includes, breaks, lunches and all offline time and processing time to ensure that resources are available to offer exceptional service to our customers. Pro-actively manage all shrink ages by scheduling resource based on targets and availability. Update shrinkage reporting and share with Operations so that they can keep track of offline activity in line with their targets and measures. You will collaborate with cross functional teams to scope and review all scheduling requirements for new and existing colleagues, liaise with Strategic Planners and real‑time management on the most effective way of deploying resource including balancing rotational shifts and work patterns.

• Scheduling and deploying resources across Customer Services in line with customer demand. Scheduling shrink ages in line with targets and tracking actual versus planned, demonstrating the impact of service areas going over target
• Responsible for engaging with wider functions across various directorates, to educate and influence the impact that future planned activity has on Operational resources and the Operational customer journey. This includes planning in training, absence and managing annual leave thresholds.
• Utilising the workforce management solution to maximise resources and leveraging the technology for reporting against plan. Sharing with Operational leads and stakeholders on where there is opportunities to deploy resources elsewhere or devise tactical mitigation for areas that predict performance challenges.
• Custodian of the workforce management solution that houses our colleague scheduling information, ensuring that it is maintained and up to date.
• Adaptable and eager to stay abreast of industry best practices and emerging trends in contact centre and back‑office planning practices.
• Leading from the…