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M&S Bank - Planning & Resource Site Manager

Hybrid Working means you can work from home, in the office and flex between both to suit yours and the business needs

Who we are:

We are Marks & Spencer’s financial partner. Our aim is to bring the trusted M&S values to banking by Giving Money More Sparkle. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change.

We value difference and understand that we succeed together when you can bring your whole self to work – you feel better and work better, and that’s good for everyone! We take responsibility for creating an inclusive culture for everyone – our colleagues, our customers, and our communities. Together, we get it done!

Our hybrid working option is a new offering and you get the best of both worlds. We’ll help you set up a space with the right equipment to be able to work at home and when you come into the office you can use our onsite gym, pick up a Starbucks or shop in our very own M&S store. If you live further away from our Chester head office, we do ask you to have the flexibility to attend monthly team meetings in the office which we’ll help with.

Profile

The purpose of a Planning and Resource Site Manager is to lead and manage the effective planning of the Contact Centre resources and systems, to meet service levels via management of agreed staffing ratios in line with budget controls. The role holder will be an integral part of the senior leadership team within the Customer Solutions department and be required to build and maintain relationships with senior business stakeholders. They will establish and maintain a robust operational, financial and AOP infrastructure which will minimise the risk to the operation. They will lead their department to achieve standards and other key performance indicators (headcount, costs, retention, service levels, operational risk, etc.). The role holder will deliver some or all of the tasks documented in this role profile.

Your main responsibilities will include:

• Lead multiple teams in the management of contact centre resources and support functions.
• Ownership of contact centre service levels, both telephony and digital across dual sites, on and offshore.
• Management of contact centre recruitment strategy, including the on boarding process and relationship with internal and external stakeholders.
• Oversight of operational capacity planning, working closely with the senior forecasting manager to deliver operational expectations.
• Drive change within the operation, driving forward the contact centre future strategy including flexible working and implementation of technology
• Contribute to team development, effectiveness, and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse, and supportive working environment.
• Manage the processes, infrastructure and resources needed to deliver agreed team plans and targets, identifying and implementing improvements and collaborating with colleagues to maximise end to end integration, effectiveness, and efficiency.
• Lead, develop and motivate the team to attract, retain and develop the capacity, capability, and talent to provide for succession and ensure delivery of business objectives.
• Support achievement of the M&S Bank vision, values, goals and culture in personal behaviour, actions, and decision-making.
• Promotes an environment that supports diversity and reflects the M&S Bank brand

Your skills and experience should include:

• Experience of leading an established Resource and Planning area
• Senior stakeholder relationship management
• Experience of planning across multiple sites both on and offshore
• Experience working with a Work Force Management (WFM) system
• Experience working with multiple, complex data sets to provide analytical output
• Proven performance management expertise through coaching and people management skill.
• The ability to quickly assess risk and customer impact in an operational environment and take mitigating actions.
• Excellent communication skills – both verbal and written

What’s in it for you

• Choose to work in a hybrid way, meaning you can work from our Chester head office, work from home, or even split your time between both
• Competitive salary and the chance to earn an annual bonus
• Great holiday package (26 days per year + bank holidays)
• Recognition all year round with Spotlight awards and access to events at the M&S Bank Arena in Liverpool
• 20% discount when shopping in M&S
• Flexible benefits that you choose to suit your lifestyle including:
  • Pension
  • Discounts at many popular retail brands
  • Access to support to help you manage your health, mental and financial wellbeing
• We’ll give you one day per year to do your bit for the community by volunteering or raising money

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of ethnicity, religion, age, physical or mental disability/long term health condition, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by local law in the jurisdictions in which we operate. Within the work place you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has in place processes in order to avoid nepotism, which means to avoid creating circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.