Tesco Underwriting is currently looking for a Resource Planning Analyst to work in their Operational Excellence department based in Newcastle.
The successful person will produce and deliver accurate short, medium and long term Resource Plans, including FTE forecasting, whilst considering the operational strategy in order to ensure resources are efficiently utilised to balance front and back office workloads.
Resource Planning Analyst responsibilities:
Work alongside the Continuous Improvement Manager to ensure that optimum service levels are achieved across multiple business streams on a daily/weekly/monthly basis.
Work alongside Claims Operations and Continuous Improvement Manager to feedback improvement opportunities.
Provide impact assessment of proposed business changes and create tacking methods to validate business case benefits realisation.
Accurately collate all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations.
Analyse and produce variance reports to stakeholders, to enable them to make timely decisions regarding off line activities.
Oversee maintenance of all offline activity, such as holiday, absence, meetings, 121’s etc. within the Impact 360 workforce management system.
Maintain all requests, including holiday, shift swaps, break / lunch changes etc., communicating with line managers.
Use data driven analytical approach to identify process improvement opportunities, e.g. Number of customer/claim touch points, claim customer experience opportunities.
Use the Contact technology both WFM and call delivery to optimise performance across claims and drive process and customer benefits.
Contribute to team planning and risk management to support the effective functioning of the team, providing help and direction to less experienced team members in support of their developmen
What a Resource Planning Analyst looks like:
Experience of operating within a Resource Planning team.
End to end knowledge and experience of using Impact 360 work force management system.
Experience of using Business Objects system, Genesys Solutions software; including Configurations Manager and CCPulse and have Advanced Excel knowledge.
Ability to create and maintain Access Databases.
Experience of using advanced analytical and statistical methodologies.
Ability to create and maintain Planning and Forecasting models with specific focus on Back Office/Case Management work type.
Exceptional numerical reasoning, attention to detail and accuracy.
Ability to identify trends and create improvement to support Opex, customer and colleague experience.
Self-motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines.
Commercia wareness and problem solving ability.
A high degree of drive and enthusiasm.
Tesco Underwriting provides motor and home insurance to Tesco Bank's 1.5 million customers. Our customer’s needs are at the very heart of our business and are central to everything we do. We have built a business based on our shared values and fresh thinking about what we do – our customer and their individual needs are key to our operations.