About this role

An exciting opportunity has arisen for a Senior Manager, Workflow Allocation and Operational Planning. You will lead a large-scale planning and allocation team, with the aim of designing and building a successful organisation that effectively plans and allocates to the field engineering teams.

In this role, you will own the delivery of all key service metrics, across planning and allocation.

You will have the ability to build an effective supplier relationship with our patch partners that provides them with the highest quality of customer service and enables our engineering teams to be successful.

Using your expertise to create an organisation that learns and adapts to service challenges, throughout the year supporting wider SD resourcing decisions.

You'll have the following responsibilities

• You will use your leadership skills and lead the UK wide Operational Planning and Work Allocation team of up to 400 FTE across multiple sites including the Out of Hours team

• You will be accountable for delivering and shaping the Planning and Allocation strategy to enable the delivery of exceptional customer service to the field engineering teams and to Service Delivery’s customers and communication providers.

• Using your expertise you will own and deliver PAN Service Delivery critical service metrics (including MSLs) highlighting risks and building a compelling story for change in support of improvement.

• Using your operational insight and service data to identify and implement service improvement solutions pan-Planning and Allocation, Openreach involving third party partners & customers.

• Owning and delivering the transformation of the function including right sizing the team and implementing service improvement solutions, in order to ensure optimum effectiveness and quality of delivery to the UK Ops field organisation whilst meeting cost transformation objectives.

• Being accountable for defining and executing the tactical resource planning strategy across all field products within Provision and Repair to enable the field (16,000 engineers) to meet customer service and efficiency targets.

• Responsible for management of risks and opportunities nationally in day-to-day and week-on-week operations, including articulating and orchestrating the movement of lodge and daily travel movement of engineers pan-UK to meet demand surges.

You'll have the following skills & experience

• Dynamic leadership capability: ability to set strategic direction, with a proven track record in delivering high client satisfaction, productivity and people motivation.

• Complex problem-solving skills – Able to understand and review a complex set of inputs, whilst bringing creative thought to the table around risk mitigation and leveraging opportunities.

• Business acumen: Knowledgeable in business strategy and the drivers of organisational performance as well as in the business and market forces impacting demand and resourcing.

• Stakeholder management: Capability of influencing & challenging peers, and able to hold others to account through a challenging and supportive leadership style, including fellow senior managers and functional leads.

• Customer Champion: An ability to be operationally customer solutions focused, demonstrating customer empathy in everything you do.

• Financial acumen: a strong financial background is required, due to cost management, budget and P&L responsibilities.

• Analytical capability: able to interpret insight in order to drive business decisions and outcomes.

• Change leadership: able to effectively lead and engage through change.

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.