Resource Co-ordindator

Posted 10 January by Willis Towers Watson

Summary of Role

TAS Admin Operations consists of close to 1000 colleagues providing a pension administration facility for clients of varying size across a variety of complex schemes. The workforce consists of differing seniority levels, skill mixes, team sizes and talent pools delivering diverse operational models, processes and procedures. The role of the Resource Co-ordinator is to build, control and deliver a portfolio of resource and performance models, to achieve the financial and business plan whilst ensuring operational stability and supporting growth. The post holder will be a custodian for resource excellence and a critical control point for headcount approvals and escalation. Accountable for operational early warning indicators and disruption control through proactive scenario based planning including on the day performance mitigation. Stakeholder management will be key alongside the ability to translate complex data and present in a 'tailored to audience’ fashion when reconciling the monthly forecast and weekly performance. The role will require some travel to support your Resource Co-ordinator colleagues in Redhill, Leeds and Welwyn sharing best practices and absence coverage.

3 positions available, 1 x Leeds, 1 x Welwyn, 1 x Redhill

The Role

• Responsible and accountable for the co-ordination of resource across a portfolio of clients in partnership with local operations leads and central business partners. This includes workforce planning and training ensuring sufficient resource is available to deliver a safe and punctual operation, whilst maintaining high levels of customer service
• Support the Head of Resource Planning and Performance by providing monthly plans that can be used by line managers to predict levels of operational risk, based on known demand inputs and supply constraints ensuring the right people are in the right place at the right time
• Support and lead your stakeholders to deliver cost-effective rosters, training/skills matrix’, and tactical plans that meet operational requirements, ensuring plans are accurate and outputs reflect operational reality
• Develop, maintain and review all models, rules, processes and checklists related to resourcing to ensure they are robust and fit for purpose in order to deliver improved operational performance and enhance efficiency
• Assist the performance manager to achieve and monitor SLA’s, escalating operational challenges through early warning indicators, using out of the box thinking to generate initiatives and implementing mitigation whilst capturing disruption cost for future learning
• Support the creation and delivery of a rolling 5 year workforce plan underpinning long term recruitment and contract proposals
• Work with the Finance Business Partner regularly provide re-forecasted resource plans to predict levels of operational risk based on known demand inputs and constraints, delivering the finance and business plans
• Use data modelling and optimisation tools and techniques to develop and implement resource plans that reflect the latest assumptions on working practice, colleague agreements and business change
• Using proven influencing skills and creative thinking evaluate and implement cost benefit opportunities that improve working practices and provide capacity for growth
• Integrate and monitor non-operational resource requirements (i.e. training, sickness, leave, part-time) alongside the operational requirements to deliver a single, central resource plan
• Support and prepare documentation to hold regular resource and performance meetings
• Initiate and build strong working relationships with all key stakeholders to ensure continuous improvement and understanding of resource and performance plans

A key deliverable for this role is enhancing and growing a cost effective successful TAS Admin operation, working closely with the leadership teams to improve colleague engagement, client satisfaction, quality and effectiveness. As with operational environments it may be necessary for the post-holder to be flexible and on occasions work outside of normal office hours.

The Requirements

• Strong communicator and influencer with outstanding interpersonal skills and the ability to relate closely with operational teams and develop relationships across locations
• Excellent numeracy and analytical skills and able to present complex analysis in simple terms to a wide range of audiences
• Strong problem-solving skills; able to identify underlying issues to business problems
• Strong understanding and experience of data exploitation (especially Microsoft Excel) including resource and performance modelling
• Ability to manage ambiguity, change and complexity whilst balancing the often-conflicting demands of planning efficiency and the need to protect operational performance
• Clear understanding of the business environment and commercial, operational and financial drivers
• Proficient in supporting and communicating the department’s objectives with the ability to generate understanding and commitment from a wide range of stakeholders
• Motivated and proactive self-starter with an ability to work under own initiative, detecting problems and taking the necessary actions without prompting
• Proven track record in dealing with complexity and ambiguity with a desire for continuous improvement
• Experience of focused delivery against an agreed set of measures whilst working in an ever-changing environment
• Experience of resource planning and budgeting with demonstrated organisation skills and the ability to prioritise is desirable
• Evidence of resilience under pressure where parameters of time, resources and demand fluctuate
• Able to work as a team player in a complex, cross functional and operational environment
• Experience of initiating and delivering positive business change
• Highly developed sense of customer service, displaying urgency, drive and commitment whilst being emotionally resilient and coping under pressure with changing demands

Reference: 37002011

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