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.

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.

• 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 front, with demonstrable passion for driving operational improvement, fostering a customer focussed mind-set across the organisation to achieve sustainable growth.
• Operational Engagement. Build a collaborative and challenging relationship with operational teams, enabling fast, informed decisions to protect customer service delivery.
• Lessons Learned & Efficiency. Capture and analyse lessons learned from operational performance, using insights to drive continuous improvement and efficiency gains.

• Experienced in resource scheduling, managing resources in line with Strategic forecast plans which will in turn support business needs within a contact centre or customer service environment.
• Strong analytical skills and attention to detail.
• Proficiency in WFM tools (e.g. Verint) and Excel.
• Ability to communicate clearly and influence stakeholders under pressure.
• Highly analytical and detail-oriented individual. Possess exceptional problem-solving skills and a natural curiosity to explore patterns and trends.
• Able to work independently, with a critical eye…