Head of Resource Planning and Performance Operations

Lead strategic resource planning across a large, complex Customer Service Operations environment. Shape the future of our customer contact capability, including emerging technology and multi-channel customer contact. Hybrid working with up to 60% homeworking and 40% across our Stratford-upon-Avon, York, Bristol and Glasgow offices.

Due to an upcoming retirement, we have a senior leadership opportunity at NFU Mutual, shaping how we plan, resource and develop Customer Service Operations across a complex, multi-site and multi-channel environment of around 1,300 FTE. Leading a team of 45 through six direct reports, you’ll set direction and build the capability needed to deliver across this wide-ranging remit. Resource planning is fundamental to the role.

You’ll lead our national resource planning strategy, ensuring we have the right capacity and resources available across our sites, functions and channels. This will span longer-term forecasting and capacity planning through to resource allocation and real-time management, helping us respond effectively to changing customer and operational demand. Closely connected to this, you’ll lead the planning and oversight of our national operational budget, ensuring our financial, resource and capacity plans work together to support effective decision-making and sustainable operational performance.

An increasingly significant part of your role will be shaping the future of our customer contact capability. Working across the wider business, you’ll help develop the strategy, vision and roadmap, understand future requirements and assess emerging capabilities, including AI and multi-channel customer contact. You’ll shape product direction and investment priorities, working with stakeholders and suppliers to ensure our technology continues to improve outcomes for customers, colleagues and the wider operation.

You’ll assess the operational impact of wider change, ensuring implications for people, processes, capacity and customer service are understood and managed effectively. You’ll also oversee operational governance, performance insight, risk and business continuity, while building strong relationships across NFU Mutual and providing senior representation on key programmes. Please note this role internally is known as Head of Performance and Resource Planning (Customer Service Operations).

• Strong resource or workforce planning experience, including capacity modelling, longer-term forecasting and the use of workforce management tools.
• Experience of both complex, multi-site and multi-channel Customer Service Operations, and high-volume customer contact.
• A good understanding of customer contact technology, with an interest in how emerging capabilities are shaping the future of customer contact.
• Experience of financial and operational planning, including the relationship between budgets, headcount and capacity.
• Experience of assessing and managing the operational implications of significant business change.
• Financial services or insurance experience would be desirable but isn’t essential.

At NFU Mutual, we support an inclusive workplace and value all the differences that make us unique.

We celebrate the creativity and innovation that comes from diverse perspectives and experiences and share a common vision of doing the right thing for our customers and employees. We recognise that some candidates may experience barriers during the recruitment process. So, we encourage candidates to discuss any adjustments or accommodations they need to be the best they can be throughout our recruitment process.

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