Senior Resource Planning Manager (Insurance)

Location: Scotland, United Kingdom

Company

M&G is a savings, investment, asset management, and insurance organisation serving more than 5 million M&G Life customers with over £300 billion invested across its products and wrappers.

What you will do

• Lead the long-term resource and capacity planning strategy across customer service areas, delivery models, and service channels.
• Develop resource and capacity models that translate business strategy, growth plans, customer outcomes, and financial objectives into operational plans.
• Support the end-to-end planning cycle, including supply management and real-time optimisation.
• Provide strategic insight into future resourcing needs, risks, trade-offs, mitigation plans, investment, recruitment, and transformation decisions.
• Establish governance and controls across the planning lifecycle and ensure plans, assumptions, and outputs are accurate and actionable.
• Partner with Commercial, Finance, Digital, Transformation, Operations, suppliers, and third-party outsourcers to improve service performance, cost efficiency, workforce sustainability, and operational resilience.

Requirements

• Track record of team leadership and coaching, including managing and developing high-performing teams and succession management.
• Proven resource planning experience across contact centres, back office, and complaints operations.
• Strong understanding of forecasting and planning principles, with the ability to build processes from scratch and optimise existing processes.
• Deep understanding of customer service and the ability to drive operational improvements.
• Experience in resource modelling, planning, and forecasting.
• Ability to prioritise effectively in a complex environment and manage deadlines and competing priorities.
• Experience managing senior stakeholders, third-party partners, and internal business stakeholders, including experience working with outsourcers in an operational environment.
• Strong knowledge of service performance and customer KPIs, including their links to planning outcomes.
• Analytical and critical thinking skills, with the ability to extract insight from patterns and translate it into actions.
• Understanding of insurance products and the financial services industry, plus knowledge of standard workforce management technology solutions across operational domains such as voice/contact and back office.

Culture & Benefits

• Flexible working arrangements and workplace adjustments are available.
• Pension scheme of up to 18%, including employer contributions of up to 13% and employee contributions of 5%.
• Share Save, Share Incentive Plan, and financial wellbeing support services.
• 38 days of annual leave including bank holidays, with the option to purchase up to five additional days.
• Time Off When You Need It policy, paid parental leave, private healthcare, critical illness cover, and life assurance.
• Inclusive culture with employee-led networks, development opportunities, and support for reasonable adjustments during recruitment.

Hiring process

• Reasonable adjustments can be requested at any stage of the inclusive recruitment process.