Scheduling & Real-Time Optimisation Manager (Fintech)

TL;DR

Scheduling & Real-Time Optimisation Manager (Fintech): Leading the real-time and short-to-medium term resource planning function across contact centers and back-office services with an accent on resource deployment and service level adherence. Focus on translating strategic forecasts into executable schedules and managing intraday performance using live data.

Location: Scotland (Flexible working arrangements considered)

Company

hirify.global is a long-standing savings and investments firm combining asset management and insurance expertise to provide long-term financial solutions.

What you will do

• Lead monitoring of live operational performance and implement tactical interventions to maintain service level adherence.
• Manage intraday resource deployment, including reallocations, skill movements, and overtime, to handle demand volatility.
• Own the short-term scheduling lifecycle, ensuring schedules accurately reflect forecast demand and operational priorities.
• Produce and maintain SLA and intraday performance reporting to drive informed operational decision-making.
• Collaborate with operational leaders to communicate risks and the impact of planned activities on customer outcomes.
• Act as the custodian of the Workforce Management (WFM) system, ensuring data accuracy and managing skills matrices.

Requirements

• Significant experience in Real-Time Management, Scheduling, or Short-Term Resource Planning within contact centers or operational environments.
• Strong understanding of the end-to-end planning cycle and how strategic forecasts translate into delivery.
• Advanced analytical capability and the ability to act decisively under pressure.
• Proficiency with Workforce Management tools (e.g., Verint) and advanced Excel skills.
• Proven leadership experience with a customer-focused mindset and ability to influence stakeholders.
• Must be based in or able to work in Scotland.

Culture & Benefits

• Valuable pension scheme with up to 18% total contributions.
• 38 days of annual leave including bank holidays, with options to purchase additional days.
• Comprehensive "Inspiring Families" paid parental leave policy.
• Health and protection cover including private healthcare, critical illness, and life assurance.
• Access to Share Save and Share Incentive Plans.