Resource Planning Operations Lead - Resource Planning Team
Durham, Plymouth, or Swansea
We have an exciting opportunity to join HM Land Registry (HMLR) as a Resource Planning Operations Lead for the Resource Planning Team.
This is a senior leadership role within the Resource Planning function, overseeing operational planning across the Customer Service Group (CSG), which includes the Customer Support Centre (CSC), Customer Resolution Team (CRT), and Central Complaints Team (CCT).
You will oversee the end-to-end operational planning process, supporting the Resource Planning and Delivery Lead by ensuring day-to-day delivery is managed effectively and escalating risks or issues where appropriate.
As Resource Planning Operations Lead, you will directly manage three HEO roles — the Scheduling Manager, the Realtime Manager, and the Contact Centre Technology Specialist — ensuring the integrated delivery of short, medium, and long-term operational planning, technology management, and on-the-day service performance.
You will be a key member of the CSG Senior Management Team (SMT), working closely with the Senior Leadership Team (SLT), the IDEAS Forecasting Team, and operational leaders to ensure data‑led decision making, efficient resource deployment, and continual improvement in planning processes.
Your responsibilities will include maintaining and reporting operational workforce planning data in Anaplan, providing strategic insights to inform decision‑making, driving improvements in planning standards, and representing the planning function in union consultations and stakeholder forums.
Person specification
* Proficiency with Workforce Management Systems and workforce planning tools such as Anaplan.
* Proven leadership experience in operational planning, workforce management or related functions.
* Strong analytical skills with the ability to interpret data and provide actionable insights.
* Experience leading multi‑disciplinary teams in a fast‑paced operational environment.
* Experience engaging and influencing senior stakeholders, including trade union representatives and driving process improvements and implementing change.
* Where based in Swansea Office, ability to speak Welsh is desirable.
The role may require travel to other HM Land Registry offices, including over-night stays.
Minimum requirement of 32 hours per week.
For more information about the role and the full Person Specification, please see the Candidate Pack on this page.
Behaviours
* Making Effective Decisions
* Leadership
* Communicating and Influencing
* Delivering at Pace
Technical skills
* Proficiency with Workforce Management (WFM) systems (ideally Calabrio or similar) and workforce planning tools such as Anaplan.
Benefits
Alongside your salary of £45,514, HM Land Registry contributes £13,185 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
#WeAreHMLR
At HM Land Registry, our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfill their full potential.
We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
* Integrity – we value honesty, trust and doing the right thing in the right way.
* Innovation – we are forward-thinking, embrace change and are continually improving our processes.
* Professional – we value and grow our knowledge and professional expertise.
* Assurance – we guarantee our services and provide confidence to the property market.
You can find more information on our rewards package on our website.
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