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About The Role
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [email protected]
We have a brand-new opportunity in our central Customer hub at Nottingham Building Society, we are looking for a Planning & Operational Performance Manager to join our growing Customer team. Customers will be at the heart of everything you do and every decision you make; you will play a key role managing and allocating resources to ensure projects and business outcomes are delivered against our customer strategy.
You'll champion a continuous improvement culture, equipping teams with the tools and methodologies they need to succeed. By providing expert guidance, you'll help guide the successful delivery of projects that elevate our business and enhance the customer journey and experience.
You'll be curious about the external market and will champion and embed best practice standards while driving continuous improvement and new ways of working at every opportunity. We welcome diverse perspectives and new thinking to help us build a stronger, forward-thinking, and modern Building Society.
If you're ready to make a meaningful impact and help shape a resilient future for our organisation, we want to hear from you!
Here's a taste of what you will be doing as a Planning & Operational Performance Manager at Nottingham Building Society:
* Allocate resources effectively to align skills, availability, and priorities with business needs, ensuring seamless delivery of our customer-centric projects.
* Develop capacity plans and forecasts to ensure consistent and efficient service across Savings, Lending, and branch operations, anticipating customer demand.
* Schedule workloads strategically to meet service level agreements, ensuring customer needs are met across multiple channels.
* Identify opportunities to optimise capacity and drive efficiencies that enhance customer experience without compromising quality.
* Highlight demand hotspots early and recommend proactive solutions, such as recruitment, training, or outsourcing, to maintain service excellence.
* Analyse resource trends to provide actionable insights and create dashboards that empower decision-making for improved customer outcomes.
* Collaborate with stakeholders to communicate resource plans, resolve constraints, and mitigate risks that could impact customer satisfaction.
* Implement process improvements and innovative tools to streamline resource planning, ensuring customers consistently receive high-quality service.
* Maintain accurate records and ensure compliance, supporting smooth operations and safeguarding customer trust.
About you:
* Proven experience in resource planning, capacity management, and forecasting to meet operational and customer needs.
* Strong analytical skills with the ability to interpret data, identify trends, and provide actionable insights to drive customer outcomes.
* Excellent stakeholder communication and collaboration skills, ensuring alignment on resource plans and proactive issue resolution.
* Ability to identify and implement process improvements, leveraging tools and systems to optimise resource efficiency.
* Skilled in balancing competing priorities, managing risks, costs, and ensuring service levels are consistently achieved.
* A customer-focused mindset with a track record of driving efficiency and enhancing service delivery.
* Desire to understand customer behaviours with curiosity about customer experience and colleague engagement.
Reward & Benefits:
* A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
* Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
* For all full-time roles we work a 35-hour working week to promote a work/life balance; we want you to be at your best inside and outside of work.
* A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
* A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
* We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
* Your health and wellbeing is our priority; we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Embracing Diversity Together:
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.
Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.
We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.
About Us:
We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we're always striving to do the right thing for our team, communities, and members.
Although our history spans over 170 years, our purpose of helping our members save, plan for, and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.
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