Capacity Planning Manager (Fixed Term Contract)

About The Role

We have an exciting opportunity for a Capacity Planning Manager to join our friendly Operational Claims department, on a 12-month fixed-term contract basis.

In this role you will own, develop, manage and govern ARAG Group Operational Claims forecasting and capacity planning model and process. You will be providing accurate and timely forecasts at both long-term strategic and mid / short-term tactical levels, to inform and support optimum operational and business performance and early identification of performance/service risk to the operation.

As Capacity Planning Manager you will be accountable for:

• Ensuring adequate resourcing enabling the achievement of good customer outcomes, in accordance with our regulatory Consumer Duty obligations.
• Overseeing performance delivery versus expectations (actual vs. required vs financial plan) and ensuring robust learning through detailed root cause analysis.
• Ensuring assumption amendment processes are in place, understood and managed appropriately.
• Producing actionable MI and driving the operation to focus on key metrics.
• Developing and maintaining strong key stakeholder relationships, providing respected and valuable forecast insight into key business and financial planning cycles.
• Acting as an educated and informed “conscience” re. operational budget management.

Your key responsibilities will include:

• Gathering and modelling the data required to build short, medium and long-term forecasts for Operational Claims and its internal and external clients.
• Working in partnership with the relevant areas of the business to ensure both business expansion and retraction plans are modelled, and forecast predictions amended.
• Providing Operational Budget oversight, variance feedback and mitigation solutions.
• Monitoring Forecast, Required, Productive and Budget FTE numbers, identifying gaps and working with key areas of the business to resolve.
• Managing forecasting input assumptions, modelling and flagging, as required, the impact of any assumption deviation.
• Ensuring Forecasting outputs are handed over to Operational Claims Management so that needs can be met.

About You

We are keen to hear from people with previous experience working in large, multi-skilled contact centre and claims environments. You must have excellent knowledge of MS Office including advanced Excel skills. This role also requires an analytical and logical thinker with the ability to apply creative solutions to resource constraints.

Key requirements include:

• Experience of managing resources to a controlled and defined budget.
• Demonstrable commercial focus and business acumen.
• Proactive approach and the ability to work on own initiative.
• Capable of translating forecasting information into potential financial impacts.
• Ability to work independently and flexibly across both Bristol and Bedwas and be skilled at communicating with and influencing, both senior management and others, at all levels within the business.

In return for your commitment, we will offer you generous remuneration and a benefits package to include:

• 25 days holiday with the option to buy up to a further 5 days.
• Company pension scheme with the option to increase contributions.
• Group Income Protection for all employees.
• Group Legal Protection for all employees.
• A choice of either European Motor Assistance or Home Emergency Assistance
• Salary sacrifice benefits including Cycle scheme.
• A comprehensive wellbeing programme including an employee Health Cash Plan.
• Access to our Employee Discounts Hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK.
• The option to join our Sports and Social Club which organises discounted events such as theatre visits and shopping trips.

If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.

About The Company

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It’s our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have always been aware that it’s the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we’re committed to creating a great place to work for our employees.

We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career.

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.