We're making a series of significant changes across the Wealth Solutions business of Prudential UK as part of our contribution to make M&GPrudential the best loved and most successful savings and investments business. These changes are part of our strategy to modernise Prudential UK so that we can regain our reputation for innovation and become a truly digital business. An excellent new opportunity has arisen for a Operational Planning and MI Manager role in Stirling or Edinburgh as part of the MI & Planning team within the Wealth Operations Contact Centre. This role will be responsible for the strategic planning, cost modelling and operational reporting. You will be managing a team of MI, Analytics & Planning, business systems support and incident management colleagues to ensure the overall success of the department.
You will be responsible for:
Business Management - to identify, define and plan strategic resource requirements to achieve the Service Levels across the Operation and the Customer Experience targets.
Business Efficiency - leading the design and delivery of a high quality suite of operational MI reports and dashboards (including diagnostic and predictive reporting) to drive improvements in customer experience
People and Team Leadership - setting clear objectives and targets on an individual basis, team and monitoring performance of team members, providing direct feedback and coaching.
Leading the production of operational plans, staffing and developing cost models to support business decisions
Supporting business continuity in our business systems by leading the resolution of day to day system challenges, identifying improvements and influencing the prioritisation of fixes and enhancements, working in partnership with IS & Change
To be successful in this role you'll have
Experience of leadership and management of a planning and operational environment within a customer contact centre, preferably in Financial Services
Expert knowledge and understanding of MI analytics systems and tools
Strong knowledge of cost models and planning tools
Relevant professional qualification (or graduate degree)
Analytical skills - performance management through MI and in line with PruWealth guidelines Strategic thinking - taking a broad view of the business, industry and customer environments to anticipate/ plan for the future
Communication skills and ability to explain complex data with team and stakeholders
Ability to align and Engage a Team in the Vision - providing clarity to each team member on their role in achieving the vision, strategy and goals
Excellence in Execution - proactively seeking ways to improve personal and organisational effectiveness to meet current and future business needs
Develops talent and capabilities to identify and cultivate essential skills and maximising individual contribution and engagement
People who work at M&GPrudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing, commercial environment that's totally focused on customers. As an M&G Prudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals. M&GPrudential is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.
We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.
Recruiter: Laura Campbell/ Kelly Chalmers Location: Stirling/Edinburgh Closing Date: 29 March 2019
Internal Number: 5646079
About Prudential plc
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