Permanent, Full Time
Home Based with travel(expenses paid)
£27,500 per annum + Excellent Corporate Benefits Package
In order to support Serco's strategic objective of Executing Brilliantly, aligned with its ambition to be the best managed business in its sectors, it has been identified that Workforce Management (WFM) is a critical enabling capability.
The WFM Coordinator is required to support the Senior Management Team in ensuring the contract is appropriately resourced to deliver the service through following WFM best practice and ways of working.
Key Accountabilities
Customers
* Responsible for ensuring approved business requirements are effectively planned to underpin and assure service delivery.
* Work with the Contract Management teams to review business requirements and to make necessary amendments to ensure Demand and Capacity profiles continue to reflect current contract status.
* Use WFM knowledge and data to support decision making at your contract.
* Collaborate with colleagues throughout J&I and provide remote and on-site support to other contracts when required.
Operational Excellence
* Ensure agreed Sector Standard Operating Procedure for Workforce management are always adopted.
* Manage all Contract scheduling and time and attendance activities.
* Support the continuous development of Demand Profiles that underpin the Contract capacity planning and staff scheduling.
* Continuously monitor effectiveness of staff schedules ensuring operational requirements are optimally delivered.
* Take appropriate action to ensure accurate staff schedules are published within agreed time scales including:
* Definition of scheduling cycles and rules.
* Assessment of contracted staff availability, gathering HR Master Data and planned absence data.
* Assign staff to scheduling cycles whilst observing rostering constraints, ideal work locations and expected non-effective time utilisation.
* Overlay training and planned absence activities.
* Identify over and under-resourcing and create appropriate plans to cover operational resourcing gaps.
* Effective administration of Employee change requests (Leave, shift change, shift swaps, shift slides).
* Identification and resolution of Operational resourcing gaps.
* Use of planned cross-deployment, TOIL and Overtime.
* Reviewing and managing operational resourcing gaps including use of planned cross-deployment, overtime, etc.
* Capturing, reviewing and impact assessing local arrangements (e.g. flexible working/part-time/light duties).
* On the day:
o Review time and attendance for all staff - including unplanned absence.
o Review Demand and capacity alignment.
o Support on the day operational resourcing decisions making process.
o Utilise planned cross-deployment, TOIL and Overtime to address operational resourcing gaps.
* Analyse and act - Review reports and share actionable insight with Contract Management teams including:
o Conformance and Adherence to planned working time.
o Schedule and coverage gaps/staffing for following week.
o Overtime and TOIL usage.
o Planned and Unplanned Absence/non-attendance.
o Non-Effective usage.
o Outstanding timesheet approvals and leave requests.
o Trend analysis for future demand and capacity review.
* Manage schedule changes to ensure operational resourcing requirements are optimally fulfilled.
* Ensure all technical issues (data, systems, processes) are reported immediately and tracked to ensure timely resolution.
* Report WFM related/impacting issues and track resolution in order to ensure resolution can be achieved in a timely manner.
People & Culture
* Influence and persuade across the contract to emphasise benefits of agreed ways of working and WFM best practice.
* Key point of contact for Ops Managers and Line Managers with regards resourcing questions.
* Collaborate with other WFM teams, Training and Business Services (HR, Recruitment and Payroll) to ensure business objectives are delivered effectively and in a timely manner.
* Work closely with WFM Administrators to ensure understanding and adoptions of Workforce Management Best Practice.
* Support coaching and upskilling of Contract Administrators and local management teams on the use of all WFM related tools and processes.
* Lead by example and share best practice with Contract Administrators and colleagues throughout all J&I Contracts.
Financial
* Have capability create and interpret reports of exceptions that impact payroll.
* Understand the cost impact of rostering and ensure that rostering decisions are made in line with contract budgets and the agreed WFM principles.
What you'll need to do the role
* Experience in workforce management, including rostering, scheduling and on the day management of resourcing of an operation.
* Have an excellent understanding of the principles of best practice workforce management, and experience of delivering these.
* Good understanding of local operational environment requirements and constraints.
* Good analytical skills with ability to assimilate information quickly and communicate key messages simply and effectively to stakeholders in their contract.
* Have a strong track record of building trust and good working relationships across functions and levels in a contract.
* Knowledge and/or experience of other business functions including HR, Training and Payroll.
* Detailed knowledge and application of relevant legal framework including Working Time Directive, National Minimum Wage, Data Protection etc.
* Must have a good understanding of the WFM Operating Model, end-to-end WFM processes and WFM System Architecture.
* Good operational understanding of T2W and all associated processes/dependencies.
Why Serco
A place you can make an impact- The nature of our business means you will do interesting work that matters - delivering essential services that touch people's lives.
A place you can count on- Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways.
A place for you- We are a motivated team who will encourage you and help you to succeed within a supportive and safe culture.
What we offer
* A competitive salary, pension (matched up to 6%)
* Travel expenses paid
* A fantastic culture and supportive team; volunteer leave; continuous training and development opportunities.
* A range of benefits to support the health and wellbeing of you and your family, such as Employee Assistance Programme, Simply Health Plans and more.
* Access to a huge range of discounts and exclusive deals.
* The chance to make a positive difference in a company passionate about diversity and inclusion.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
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