Business Planning Analyst

Job Description

Business Planning Analyst WilmslowHeard of usWere a nimble and ambitious financial services specialist. Backing people to fulfil lifes hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.Now is your chanceThe Business Planning & Performance team are responsible for leading and delivering the specialist functions performance production, capacity planning & staffing requirements that generate intelligence, insights and actionable recommendations that guidethe strategic direction of all operational activities within the business.The role of Business Planning Analyst is really important to us. You will be part of the wider Business Excellence team, with a remit of providing first class forecasting and insight to operational areas that support our purpose and values. The departmenthas a focus on delivering best in class processes, within a fast-paced planning environment.Based in our dynamic Wilmslow office, you will sit amongst a varied team and report to the Business Planning and Performance Manager.What would your day look like

• To use your experience of planning and modelling to produce short term forecasts, through to tactical forecasts at daily level, to be used as part of 4 week lock process to secure staffing commitments, shrinkage management, risk mitigation and to challengeinefficiency.
• To be the gate keeper of all forecasts, and service predictions within the individual business units, ensuring all Change, Impacts, Marketing & Sales activities are included in plans, and are supported with "What If" scenarios, to drive efficient decisionson resourcing requirements.
• Provide the management team with reports on demand trends and planning assumptions. Provide analysis and insight into volume drivers, customer contact history and repeat customer contacts to support the on-going improvements in forecasting outputs and accuracy
• Apply effective alignment of shrinkage such as, holiday entitlements, training requirements etc. across the year, fluctuating, accordingly to aid the peak volumes or periods where volumes are low
• Identify opportunities to improve customer experience and reduce overall volumes in contact centre business units, such as reducing transfers between departments and increasing FPOC
• Identifying areas where effective utilisation of flexible resource both internal to the contact centre operation and across the wider business, could assist with managing peak volumes and delivering consistent delivery across all departments
• Proactively challenge the status quo and be capable of establishing, through negotiation and rational articulation of logic, a change in existing processes and internal delivery from other functions and departments

What do we expect of you

• Working knowledge of call centre processes and core concepts of contact centre planning including Forecasting, Analysis and reporting of contact centre performance
• Proven background in analytical problem solving
• Strong data management skills - Advanced Excel required. VBA and SQL preferred
• Excellent knowledge of planning methodologies and processes, including WFM systems
• Knowledge of ACD administration
• Experience of telephony routing management in a skills based routing environment
• Project management
• Ability to work under pressure in a fast paced environment.
• Demonstrated problem solving, decision-making and time management skills.

What can you expect of us

• A friendly and flexible culture, synonymous with our proposition to our Customers.
• A smart yet comfortable working environment, well located for the daily commute and those lunchtime errands.
• A growing organisation that defines itself as being nimble, lean and strong.
• A drive for continuous improvement, for which you will be empowered to get behind from day one.
• A visible and approachable ExCo; who you will very likely to bump into whilst making your morning coffee.

And of course you will be compensated competitively, with a good range of core benefits and bonus potential.Still CuriousThe Group was formed by bringing together two very successful businesses, under one umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers acrossa range of products and services.Underpinned by our strategic blueprint, "backing people to fulfil lifes hopes and dreams", we thrive upon saying "yes" to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder;and we open up the lending market to many.This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We are committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability,gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether youre pregnant or on family leave.#backingyoutobringyourbestThe Group is an equal opportunities employer.We do not accept speculative agency CVs. Any CV received will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individualbeing offered the position.