Senior Resource Planning Manager (Fintech)

TL;DR

Senior Resource Planning Manager (Fintech): Leading the organization's long-range resource planning strategy and operational effectiveness for a large-scale investment and insurance operation with an accent on capacity modeling, supply management, and strategic alignment. Focus on translating strategic intent into executable operational plans and optimizing resource deployment across diverse service channels.

Location: Scotland, UK (Flexible working arrangements considered)

Company

hirify.global is a heritage savings and investments firm with over 175 years of experience combining asset management and insurance expertise.

What you will do

• Lead the enterprise-wide long-term resource and capacity planning strategy to align with corporate growth and customer experience goals.
• Develop and maintain strategic resource plans across all customer service areas, delivery models, and service channels.
• Provide strategic insights on future resourcing needs, identifying risks and trade-offs to inform investment and recruitment.
• Oversee third-party outsourcers using resource planning expertise to safeguard service delivery and mitigate risks.
• Collaborate with Commercial, Finance, Digital, and Transformation teams to model the impact of strategic initiatives.
• Drive a culture of continuous improvement, utilizing performance insights to refine planning models and assumptions.

Requirements

• Proven track record of team leadership, coaching, and managing high-performance teams.
• Extensive experience in resource planning across contact centers, back office, and complaints.
• Strong proficiency in forecasting and planning principles, with the ability to build processes from scratch.
• Deep expertise in resource modelling and operational capacity planning.
• Experience in senior stakeholder management, including managing third-party operational partners.
• Must be based in or have the right to work in Scotland/UK.

Nice to have

• Knowledge of insurance products and the Financial Services (FS) industry.
• Familiarity with industry-standard technical solutions for workforce management (WFM).
• Strong analytical and critical thinking skills to translate patterns into actionable business insights.

Culture & Benefits

• Generous pension scheme with a total contribution of 18%.
• 38 days of annual leave including bank holidays, with the option to purchase additional days.
• Comprehensive "Inspiring Families" policy providing paid parental leave for maternity, adoption, surrogacy, and paternity.
• Healthcare package including Private Healthcare, Critical Illness cover, and Life Assurance.
• Commitment to diversity and inclusion, including being a Disability Confident Leader.
• Support for flexible working arrangements and workplace accommodations.