This role spans both strategic and operational levels, aligning customer demand, resource planning, financial performance, and regulatory requirements to deliver sustainable service excellence. It oversees forecasting, capacity modelling, real-time performance, and cost optimisation, while advising senior leadership on service strategy and operational risk.
AND-E is one of the fastest-growing insurance companies and a 5* employer, focused on making tomorrow’s journey simpler, safer, and smarter. Join us as a Service Centre Planning & Performance Manager and be part of a warm, supportive, and inclusive culture.
If you have what it takes to take our business to the next level, apply now!
Responsibilities
Strategic Workforce & Capacity Planning:
• Lead the development of long-term workforce strategy aligned to business growth,
customer demand trends, and financial objectives.
• Create and oversee forecasting frameworks, capacity modelling, and scenario planning to ensure optimal resource alignment.
Performance & Service Optimisation:
• Provide oversight of real-time and short-term performance management, ensuring SLAs and contractual commitments are consistently met.
• Establish performance governance frameworks covering queue management, skills
allocation, shrinkage, attrition, and absence.
• Lead root-cause analysis of SLA variances and demand volatility, translating findings into strategic improvement initiatives.
Financial & Commercial Accountability:
• Provide service centre budget oversight in partnership with Finance, identifying cost drivers and optimisation opportunities.
Supplier & Systems Leadership:
• Play a key role in the relationship with customer contact system providers and external partners.
• Oversee system enhancements, change initiatives, and white-label partnerships to ensure operational effectiveness and scalability.
• Drive continuous improvement of contact-handling frameworks, tools, and technologies.
Governance, Risk & Compliance:
• Embed robust controls and reporting mechanisms to mitigate conduct and operational risk.
Leadership & Continuous Improvement:
• Monitor industry best practice and implement initiatives that position the organisation as a market leader in customer service delivery.
Stakeholder Engagement:
• Act as the technical referral point and subject matter expert for service planning and
forecasting.
• Confidently communicate complex analytical concepts to non-technical senior stakeholders.
Stakeholder Collaboration:
• Build strong, credible relationships that support shared ownership of conduct standards.
Knowledge, Experience and Qualifications
Essential:
Technical & Analytical Expertise
• Strong analytical skill set with the ability to interpret performance data, conduct root-cause analysis, and translate requirements into effective data solutions.
• Advanced SQL skills, including writing and optimising highly performant code, with solid knowledge of data-warehousing principles and relational database systems.
• Proficiency with Power Platform tools, including Power BI, Power Apps, Power Query,
Power Automate and Power Flow.
• Strong experience with DAX, Visual Basic, C#, advanced Excel, and broader data
modelling/analytics toolsets.
• Proficiency in developing forecasts, capacity models, staffing plans, and resource-modelling solutions.
Contact Centre & Workforce Management Expertise
• Strong background in contact-centre operations, workforce planning, resource forecasting, and service-centre operating models.
• Deep understanding of key contact-centre metrics (AHT, shrinkage, service levels,
occupancy, adherence, etc.).
• Strong knowledge of contact-centre systems, including telephony, routing, queue
management, and skills-based profiles.
Strategic, Operational & Financial Capability
• Experience in budget planning, cost modelling, financial oversight, and operational financial management.
• Experience delivering service-centre innovation projects or continuous-improvement
programmes.
Leadership, Collaboration & Influencing Skills
• Able to influence stakeholders using data, logic, context, and clear, rational communication.
• Highly collaborative, promoting transparency and creating an environment that values
diverse perspectives.
• Willing to challenge assumptions, innovate, and adopt new ways of working to optimise business performance.
Regulatory & Compliance Knowledge
• Experience operating within regulatory frameworks such as Ofcom, FCA requirements, compliance standards, and risk-management processes.
Why Join Us?
We're committed to your growth, providing the support to excel in your current role whilst offering opportunities to step into new challenges and drive your career forward.
We realise that we need to be a good fit for you above all else – so here’s what you can enjoy about AND-E:
* Recognised as the Best Large Insurance Employer: We are proud to have been named the Best Large Insurance Employer for 2023 at the prestigious British Insurance Awards.
* Unmatched Work-Life Balance.
* Competitive Salaries and Benefits Package: We offer competitive salaries that recognise your skills and expertise.
We champion choice, flexibility, and balance in both work and home life. Our commitment to diversity, equity, and inclusion ensures everyone feels valued and supported — including embracing neurodiversity and providing the tools needed to thrive.
Our community’s unwritten rule is to be as flexible as we can be. We understand life happens, and on
We like to think our benefits package is one of the best, focusing on colleagues’ health, wealth, and lifestyle. We offer:
* Up to 28 Days annual leave with the option to buy/sell up to 5 days holiday*
* 10% Discretionary Annual Bonus*
* Healix Private Medical Insurance Options*
* 3 x Annual Salary Life Assurance*
* Health and Well-being Support: Including money back on health expenses (optician, dental, physio), free flu jab voucher, 24/7 virtual GP service, employee assistance programme, and enhanced family-friendly policies (e.g. £200 baby bonus).
* Financial and Lifestyle Benefits: Offers £250 towards driving lessons*, interest-free season ticket loan*, cycle scheme with discounts, Wagestream for financial flexibility*, and pension advisory services for retirement planning.
* Subject to company performance and completion of probation
Aioi Nissay Dowa Europe is committed to promoting equal opportunities in employment. Employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics)
At AND-E, equal opportunity is more than a policy—it’s a promise. We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sexual orientation, or any other protected characteristic.
Reasonable adjustments: If you require any adjustments to support you during our recruitment process, please let us know. We’re committed to making the process accessible and are happy to help
Salary description
£40000.00 - £40000.00 per year