Business Planning Manager

Business Planning Manager :

To manage and develop a team of Planning & Delivery specialists whose focus is to optimize resource in operational units, ensure achievement of contractual service levels and make recommendations for continuous improvements.  To manage client (Operations) relationships and expectations from a resource and future capacity planning perspective.

The successful candidate(s) will be a key member of Resource Optimization in South Africa.

Key Performance Areas

Key responsibilities

• Design and implement resource requirements or propose new modelling solutions in response to client issues or additional work stream requests
• Identify behavioural operational issues / trends that impact on profitability (i.e. available time, schedule adherence) and work with General Managers, representing Planning on the Client Action Team, to address such issues developing continuous improvement strategies that optimize the profitability of clients
• Work with General Managers to ensure that contracted service levels are met by improving schedule efficiency, utilization, adherence and productivity and proactively identify service delivery issues working with General Managers, Operations Managers and the Client (where appropriate) to resolve issues / amend contract commercials assisting in the achievement of adherence.
• Analyze client specific information, such as long-term forecasts and call routing strategies between clients own and CAPITA call centers to improve the efficiency of their business through better utilization of their resources
• Work with General Managers, Operations Managers and Clients to set, achieve and maintain the Dialer strategy, improving performance and ensuring that CAPITA comply and maintain compliance with Ofcom regulations e.g. abandon rate targets
• Influence and assist General Managers in prioritising client specific requirements, to deliver overall optimal business benefit and assist in managing client expectations.
• Manage, motivate and develop a team of up to 10 direct reports with overall responsibility for management of a larger team of Planning specialists to ensure delivery of high quality output
• Manage redeployment processes and utilization of resource across the business to ensure optimum business efficiency
• Formulate budget assumptions and future resource requirements for existing clients to enable Commercial and Operations to agree yearly budget and / or reforecast
• Formulate actual and future resource requirements to support business decisions around training and recruitment
• Responsibility for authorizing planning aspects for client areas to enable accurate billing to take place
• Accountability for accuracy of client’s capacity (FTE & Space) plans and scheduling accuracy

Client Services

Decision Making :

Influence decisions :

Finance (e.g. budgets, revenues, etc.)

Non-Financial (e.g. products, markets, people, etc.)

Implementation of Guidance and Policy

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable other.

Skills & Knowledge :

Skills and Abilities (what must I be able to do / display) :

This role does have supervisory responsibility.