Business Unit: Customer Service & Operations  
Salary range: £45,600 - £57,000 per annum + Benefits
Location: UK Remote
Contract type: Permanent

Our Team

An amazing opportunity for someone to join our growing Customer Transformation & Operations – Resource Planning team, primarily specialising in leading a team of planners in the production of accurate Strategic and Capacity forecasting of demand across the Operations function.  Responsible for leading a team to create accurate forecasting of FTE requirements to service projected demand within agreed Service Levels. If you are a self-motivated, enthusiastic and effective leader ready to make a real difference to a successful and go-getting team then we are looking for you!

The successful candidate will focus on a variety of Customer Service KPI’s and support the Leadership team in achieving business objectives. You’ll work with our key stakeholders to understand and demonstrate resource requirements and costs against the context of internal targets and the external market, whilst identifying opportunities and supporting the development and execution of our strategies. You’ll play a significant role in leading the team to help the business deliver against their Commercial plans, customer service, and cost ambitions.

What you’ll be doing

• Lead an effective, efficient and motivated team of Planning Analysts.
• Manage and control risks identified as part of the Risk management framework.
• Create, maintain and present demand and resource plans to key leadership stakeholders to facilitate business decision making and identify key risks and opportunities.
• Collaborate with senior management across CT&O and the wider business, technical stakeholders in Customer Value, Strategy, Risk, Marketing, Finance, Commercial, and GBI.
• Chair meetings with key stakeholders, providing good quality and thought-provoking material that ensures we have the right people in the right place at the right time.
• Understanding the financial services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.

We need you to have

• Prior workforce planning experience in a large complex organisation is essential. Including building and maintaining all aspects of capacity models, from designing longer term strategic plans down to intra-day profiling of customer demand.
• Working experience of Workforce management, productivity management and analytical tools to develop future forecasts of service delivery.
• Resource planning experience gained within Financial Services or Banking is preferred. 
• Experience leading and supporting a small team of planning analysts.
• Knowledge and strong skills of relevant Microsoft software, including Power BI, Teams, Excel, PowerPoint, and Word.
• Excellent stakeholder management skills with the ability to business partner and influence at all levels.
• Ability to logically analyse and interpret data.
• Experience using data to inform commercial and strategic decisions, analyse trends, explain performance, and make recommendations to senior stakeholders in the business.
• Strong oral and written communication and presentation skills, with the ability to convey complex messages and ideas to both technical and non-technical audiences at all levels of the organisation. Gravitas with excellent influencing, engagement, and communication skills across all levels of the business.
• Understanding of financial services, products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.
• Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy.
• The ability to deputise for the Senior Planning Manager.

Red Hot Rewards  

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more. 
• Up to five extra paid well-being days per year​.  
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.  
• Market-leading pension.  
• Free private medical cover, income protection and life assurance.  
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.  

And there's no waiting around, you'll enjoy these benefits from day one. 

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money 

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

Be yourself at Virgin Money 

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.    

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit 
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. 

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.