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Operations Resource Manager

  • Location: Wrexham
  • Salary: £50,000 per year
  • Job Type:Permanent

Posted 4 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Expiry Date: 22 July 2022
  • Job Ref: NC/19213

​My client is looking for a Resource Manager to be responsible for forecasting volumes, managing resource levels through accurate capacity planning, whilst ensuring Customer Operations are efficient and effective, with the right management information in place to understand performance and recommend improvements.


● Forecast expected volumes through all channels across all areas of Operations

● Responsible for managing resource levels within Operations through demand/supply forecasting

● Run regular routines to ensure robust resource tracking is in place and all information is available for resource and budget planning

● Optimise workforce efficiency by tracking and forecasting daily/interval performance

● Monitor compliance with policy and adherence to SLAs, providing details of exceptions to the relevant business areas

● Own the dissemination of management information to key stakeholders and provide insightful commentary to explain any performance variance

Skills and experience:

● Relevant experience in resource management to a broad operational area within financial services

● Experience in utilising Erlang C for capacity planning

● Experience of leading and developing a team

● Analytical problem solver who can come up with solutions to complex problems

● Excellent written and verbal communication and presentation skills

● Ability to challenge

● An enquiring mind with tenacity to reach the best decision for both our customers and the business

● Experience using SAS/Python and BI tools such as Kiplot

● Knowledge of both Microsoft and Google Suite of packages is advantageous

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.