Job Description
Pepper Advantage is one of the leading loan servicing companies in the UK, and we are currently recruiting for a Resource Planning Manager to join our Operations team in Uxbridge, London.
You will be responsible for managing a resource planning function across operational departments, which supports the requirements and campaign strategies in accordance with business direction. This will include assessing resource requirements and maximising resource capacity across operational areas, ensuring customer contact is optimised through various strategic and tactical campaigns.
This a hybrid role with the requirement of two days per week office attendance.
As a Resource Planning Manager, some of your key responsibilities will include:
* Building Dialler campaigns (both automated and bespoke) and filters, inbound IVR’s and scripters.
* Building Forecasting weekly/monthly/quarterly based on historical inbound calls volumes and campaign activity.
* Managing change requests coming into the dialler team and prioritising/managing these accordingly.
* Line management of the dialler team members, including 1-2-1’s, coaching and performance management.
* Creating and maintaining documented processes and procedures within the dialler team.
* Completing Audit and Quality control checks across all processes and procedures.
* Incident Management of any dialler outages, both internally and with outsourced vendors
* Building files for text message campaigns to be sent to customers.
* Reviewing agent adherence and agreeing agent SLAs with Team Managers to ensure maximum productivity.
* Creation of automated and bespoke dialler campaigns
* Effective forecasting and planning
* Establishing and maintaining appropriate internal control safeguards.
* Interacting with other managers to provide project management expertise to deliver change.
* Considering Consumer duty and other customer/business outcomes in all aspects of strategic planning.
Essential Skills:
* Prior experience in a Resource Planning Manager role
* Intermediate-advanced proficiency level in Excel.
* Experience in building dialler campaigns
* Experience in team management
* Awareness of the principles of Consumer Duty
* Basic statistics knowledge
* Knowledge of Ofcom requirements
* Strong interpersonal skills.
Benefits
* Salary of up to £60,000 per annum
* After Induction Training, Hybrid Working (2 days per week in office) is available.
* Private Medical Insurance
* Salary Sacrifice Pension matched up to 8%
* 25 days Holiday (increasing with length of service) plus Bank Holidays
* EAP
* Enhanced Maternity & Paternity
* Wellbeing & volunteering Days
* Eye Care Contribution
* Life Assurance
About Pepper Advantage
The UK arm of Pepper Advantage was established in 2013, and today we’re one of the most successful and dynamic loan-servicing businesses throughout the four home nations. With offices in London and the North of England, Pepper Advantage UK employs over 360 people and has approximately US$25 billion in assets under management. Key sectors include commercial and residential mortgages, including prime, near-prime and non-conforming, and SME loans.