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Talent Pool Profile: Candidate: 14217 Resource Planner: Financial Services / Outsourcing

Personal Details: Travel • Lives in: Stockport • Method of travel: Own Transport • Travel time: 1 hour +

Personal Details: Salary & Notice • Current basic salary: £55,000 • Last bonus: £4,500 • Notice period: Immediately available

Overview: Highly successful Senior Resource Planning Manager with excellent analytical abilities. Rapid career progression driven by exceptional bottom line results. Skilled communicator at all levels including advising at board-level on strategic resourcing implications. Achieves KPIs while driving the business’s commercial agenda to focus on value added activity. Looking for a broad ranging and challenging role in a forward thinking company, where his change management, process improvement and general commercial planning abilities will be valued.

Career Highlights • Senior Resource Planning Manager for 5 years at blue chip Financial Services Group.

• Undertook 18 month transformational role as Commercial Planning Manager at heavyweight, highly regarded Financial Services organisation.

• 8 years at market leading Business Process Outsourcer as Performance Solution Senior Analyst.

Key Achievements • Achieved a 5% reduction in £35m cost budget while delivering 25% increase in sales revenue.

• Introduced processes improvements, delivering improved engagement and £0.9m per annum in benefits.

• Managed a planning team supporting over 2,500 colleagues across eight sites.

Core Skills • An expert Resource Planner with excellent technical skills using various workforce management and telephony software.

• Strong skills in change management and has led and developed teams through large corporate restructures.

• Broad knowledge of IT environments from network and telephony infrastructure through 12 years in the contact centre industry.

Core Competencies • Results Orientation - Involves all stakeholders in initial target setting to ensure strong early stage buy-in.

• Management - Strong focus on team coaching and ongoing staff development.

• Commercial Awareness - Understands need to gain genuine buy-in from all stakeholders to ensure commercial benefits maximised.

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Talent Pool Profile: Candidate: 14217 Resource Planner: Financial Services / Outsourcing

Candidate’s Original CV Employment History 2005 – 2010 Blue Chip Financial Services Group Senior Resource Planning Manager I created a new team of resource planners looking after cards servicing as part of the retail contact centre estate. I developed through different roles within the planning team and left a newly formed company leading an integrated sales estate planning function with a high performing team driving the business through integration. Key achievements and responsibilities during my time at the company included;  Leading the resource planning integration strategy for both heritages, significantly contributing to the companies £1.5bn in synergy benefits declared to the market.  Processes improvements and automation introduction reducing demand by 10% and delivery of a colleague and business schedule approach which delivered improved engagement and £0.9m per annum in benefits.  Embedded new performance metrics with a culture of focus on customer facing time for front line colleagues.  Management of a planning team supporting circa 2,500 customer facing colleagues across eight sites.

2004 to 2005 Heavyweight Financial Services Company Commercial Planning Manager Managing four specialised planning departments supporting a multi site contact centre providing intraday, planning, commercial and financial analysis. The role was varied from hands on training and development to advising executive directors on resourcing strategy across different areas of the business. Key achievements and responsibilities of the role included;      

5% reduction in £35m cost budget while delivering 25% increase in income from sales through service to £7m. Achievement all key performance indicators while driving the businesses commercial agenda to focus on value added activity. Management of a resource planning team across a two site operation supporting circa 1,200 consultants. Providing long, medium and short term resource planning and financial management ensuring new products and processes were supported and impacted assessed. Creating and embedding a commercial understanding across the operation to improve return on investment (ROI). Work closely with product and group strategy to ensure that all targets and directions were accommodated to deliver the company goals.

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Talent Pool Profile: Candidate: 14217 Resource Planner: Financial Services / Outsourcing

In this role, myself and my team evolved the contact centre to have tough commercial focus, developing operational managers to evaluate the effects that business changes have on the company’s ability to provide good customer service and revenue delivery. We worked tirelessly to create a balance of cost, income and customer experience and transform the operation in order to drive its own strategy and profit and loss accounting.

1997 to 2004 Market Leading, Business Processing Outsourcing Company Performance Solution Senior Analyst As an analyst for various clients, my role was diverse and included a wide range of forecasting, planning, scheduling, intraday and management information duties. My role developed into a specialised position within the projects team and included new business modelling, long term planning and seating strategy to optimise resource and provide cost savings for prospective clients. This role often led into transition management with the implementation of the new contracts and allowed me to see first hand the positive effect that innovative resourcing can have on the customer experience and costs. The development of my skills using and training workforce management tools (TotalView specifically) to optimise resource created a passion which earned us 2nd place in the European excellence awards for the innovative use of the application for two consecutive years.

Skills & Strengths I am conscientious, dedicated and enthusiastic and my peers would recognise my strength as being analytical with great technical skills. I have a very broad knowledge of IT environments from network and telephony infrastructure through database and software platforms which I have gained from over 12 years in the contact centre industry. My area of specialism is within resource planning where I am considered as an expert resource planner and have excellent technical skills using various workforce management and telephony software. I have strong skills in change management and have led and developed teams through large corporate restructures and ensured that every team I have lead has been strong as a result.

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Talent Pool Profile: Candidate: 14217 Resource Planner: Financial Services / Outsourcing

Terms & Conditions of Business: 1. Definition 1.1 The following terms have the following meanings throughout this summary document “Agency” means Hamilton Selkirk Ltd trading as right click “Client” means the company or body wishing to interview or recruit an individual “Candidate” means any individual identified by the Agency in relation to an existing or potential position with the Client 2. Acceptance and Agreement 2.1 All and any business or obligation undertaken by the Agency on behalf of the Client is transacted subject to the Agency’s terms and conditions hereinafter set out. 2.2 Arrangement of an interview of a Candidate introduced by the Agency is acceptance of these terms and conditions. Fees 3.1 The Client shall pay the Agency fees in accordance with these terms and conditions. The Agency’s fee is: • £1,000.00 per volume call handling placement – reduced to £850.00 if paid within 30 days • 12.5% of starting salary only for all other positions – reduced to 10% if paid within 30 days Fees will be invoiced upon the Candidate’s official date of commencement of employment with the Client. 3.2 Introductions of Candidates made by the Agency to the Client remain subject to these terms and conditions for the period of 12 calendar months after the date of the first introduction. 3.3 Where, within the first 4 weeks of commencing employment a Candidate leaves a Client’s employment voluntarily or is legally dismissed for any other reason than redundancy, the Agency will find a replacement at no extra cost to the Client. This clause is subject to ALL invoices being paid in line with clause 4.1 below. 4. Payment 4.1 All payments in respect of invoices for fees delivered to the Client shall be paid within 30 days of the invoice date. Non-payment within 30 days will render clause 3.3 null and void. 5. Warranty, Liability and Confidentiality 5.1 The Agency shall endeavour to maintain a high standard of service and integrity in carrying out its obligations and in determining the suitability of any Candidate introduced to the Client. However, the Agency makes no warranty, express or implied, as to the suitability of any Candidate introduced to the Client. 5.2 The Client shall be responsible for taking up any references including the confirmation of any professional or academic qualifications. The Client shall satisfy itself as to the suitability of any Candidate prior to the engagement of a Candidate by the Client. The Client shall be responsible for arranging all medical examinations and investigations of the Candidate and shall be responsible for obtaining any work and other permits including Candidates proof of right to work in the UK. 5.3 The Agency shall not be liable to the Client for any loss, liability, damage, costs, claims or expenses suffered or incurred by the Client arising from, or connected with, the recruitment or engagement of any Candidate by the Client, howsoever arising. 5.4 The Client acknowledges that all documents, materials and reports provided to it by the Agency are for the sole use and benefit of the Client and must not be divulged to any third party. The Agency accepts no responsibility for any reliance placed upon documents, materials and reports supplied. 5.5 The Client is reminded that all information provided by a Candidate will be treated as confidential by the Agency. Disclosure of information on Candidates to the Client will only made with consent by the Candidate and will be treated as strictly confidential information by the Client.

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Talent Pool Profile 14217  

The Call Centre Talent Pool is an ever increasing pool of talent that is proactively managed and regularly updated by right click. right cli...

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