Operational Planning and Performance Manager Lead a cross-site planning team driving performance across NFU Mutual’s award-winning Customer Service Operations Enjoy the autonomy to make a real impact, in a business that values collaboration, quality, and customer focus Hybrid working with up to 60% from home and the rest of your time based from one of our Service Centres – either Stratford-upon-Avon, York, Bristol, or Glasgow. About the roleWe’re looking for a skilled and forward-thinking Planning and Performance Manager to lead our Planning team within Customer Service Operations at NFU Mutual. This is a pivotal leadership role with responsibility for a cross-site team of 15 planners and 2 team leaders, working across York, Bristol, Glasgow, and Stratford-upon-Avon. Together, the team plays a crucial part in maintaining service performance through accurate short- and mid-term planning, while upholding the operational framework that underpins our customer experience. You’ll set the direction for both the planning function and our operational excellence coaches – ensuring consistency across teams, driving best practice, and identifying areas where we can strengthen our approach. With different departments having shaped planning in different ways, a key challenge will be bringing greater alignment while continuing to support flexibility where it adds value. The role also offers the opportunity to contribute to broader change initiatives, including the introduction of a new Workforce Management system and enhancing our modelling capability to support future growth. You’ll be a key point of contact for senior stakeholders, working collaboratively to improve service, efficiency, and strategic decision-making. As part of our ongoing evolution, you’ll help shape planning forums, improve benchmarking efforts, and contribute to the development of a competency framework that supports team capability and progression. If you’re experienced in leading planning or performance teams within complex operations and are looking to take the next step in a purpose-led organisation, we’d love to hear from you.About youYou’re a confident and collaborative leader with a strong grasp of operational planning and service delivery. You bring a strategic mindset alongside a hands-on approach, able to navigate complexity while maintaining focus on people, performance and long-term outcomes. Comfortable operating across multiple sites and building relationships remotely, you lead with credibility and clarity, earning the trust of your team and stakeholders alike. You’re naturally curious, forward-thinking, and not afraid to challenge assumptions – using data and insight to support informed decision-making and meaningful change. To succeed in this role, you’ll bring: Proven experience leading a planning function within a customer operations or contact centre environment, with strong understanding of the variables that drive performance Background in operational leadership, with a clear grasp of service delivery in large-scale or regional service centres Strong experience of managing and influencing stakeholders at a senior level, including the ability to challenge constructively and influence decision-making A track record of leading and developing remote teams, creating a sense of connection, clarity and purpose across locations Sound judgement and the ability to interpret data and trends to inform plans, spot opportunities, and anticipate risk A strategic perspective, with the ability to look beyond day-to-day delivery and shape future ways of working 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. We're proud to be a Disability Confident Employer, a Race at Work and Women in Finance Charter signatory and welcome applications from people of all backgrounds, regardless of age, ethnicity, disability, neurodiversity, gender, religion, marital status, sexual orientation, or socioeconomic background.Benefits and RewardsWhen you join our team, you can expect a supportive culture and an attractive range of rewards and benefits including: Salary – up to £75,000 Annual bonus (up to 25% of salary) Contributory pension scheme, up to 20%, including your 8% contribution 28 days annual leave bank holidays buy/sell/save holiday trading scheme A Family Friendly policy that helps you balance your work and family responsibilities Private medical insurance options to add family members Access to savings at High Street brands, travel and supermarkets £20 contribution to a monthly gym membership – subject to T&Cs Health and wellbeing plan - cashback for dentist, opticians, physio and more Employee Volunteering - volunteer in the community for one day each year Unlimited access to Refer a Friend £500 bonus scheme Life Assurance cover of 4 x salary Employee discounts of 15% on a range of NFU Mutual insurance policies. Working at NFU MutualWe’re one of the UK’s leading general insurance and financial services companies. For over 110 years we’ve put our customers at the heart of everything we do. Our people are just as important to us. We pride ourselves on being “a great place to work” and our Gallup Exceptional Workplace 2025 award was not only awarded with Distinction but also named us as the first UK-based company to receive a Gallup Exceptional Workplace for ten years in a row. We are also the only Insurer to feature in the LinkedIn Top 15 Companies 2025 list of ‘Best midsize employers to grow your career in the UK’, the Glassdoor Best Places to Work UK List 2023 and 2024, and were recognised as a certified UK Top Employer by the Top Employers Institute in 2023, 2024 and 2025. We offer a supportive culture where we empower and inspire our people to perform, offer them opportunities to grow, and recognise and reward their contribution. Our people are proud to work for a company that respects them and their communities, and they trust us to be financially sustainable, so we are successful now and in the future.