Workforce Management Lead

The Workforce Management (WFM) Lead is the single point of accountability for workforce planning across Hargreaves Lansdown's Premium Services operation. Supporting a specialist team of approximately 45 colleagues overseeing both inbound and outbound client interactions, the role is responsible for designing, implementing and leading all forecasting, scheduling and real-time workforce management activities. As a trusted partner to the Senior Manager for Premium Services, the WFM Lead will develop a deep understanding of the team's operating model, client demand drivers and service proposition to ensure the right balance between commercial outcomes, colleague experience and operational efficiency. This is a unique opportunity to establish workforce management capability from the ground up, including configuring and embedding Calabrio, building planning processes, governance frameworks, performance metrics and workforce management best practices for one of Hargreaves Lansdown's strategic growth priorities.

• Own end-to-end demand, budget and reforecasting for Premium Services across inbound and outbound activity, developing short-, medium- and long-term forecasts using historical performance, business intelligence, seasonal trends and commercial initiatives.
• Translate demand forecasts into resource and capacity plans that support service, productivity and commercial goals, identifying associated risks, opportunities and future resourcing requirements.
• Conduct impact assessments, scenario planning and sensitivity modelling to evaluate business changes with potential material impact on Premium Services resource requirements and KPIs.
• Provide insight and recommendations to operational leaders about performance targets, staffing requirements and demand trends. Design and maintain efficient schedules that optimise resource deployment across channels and client contact types, balancing client demand, colleague wellbeing and operational performance.
• Manage real-time service performance by monitoring adherence, occupancy, utilisation and productivity, identifying risks and recommending mitigation where performance deviates from expected levels or service commitments.
• Act as the dedicated WFM partner to the Premium Services management and leadership team, developing a deep understanding of client expectations, operational nuances and the service proposition.
• Influence operational decision-making through workforce planning insight, data-driven recommendations and clear communication of key risks, assumptions and dependencies across planning discussions, business reviews and strategic initiatives.
• Partner with Platform Services to ensure contact routing, associated rules and scheduling set-up align with Premium Services standards. Lead the implementation and configuration of workforce planning technology for Premium Services, establishing forecasting models, scheduling parameters, shrinkage assumptions and operational rules within the platform.
• Ensure the agreed pod model structure, routing logic and platform set-up align with Premium Services requirements and wider enterprise standards where appropriate.
• Design, embed and continuously improve WFM governance, processes, reporting standards, documentation, controls, operating procedures and methodologies to support sustainable workforce management practices.
• Produce regular workforce management reporting, performance analysis, KPIs and management information that provide actionable operational insights.
• Identify opportunities to improve service delivery, productivity, client outcomes and colleague experience, using forecast accuracy and planning insight to continuously refine assumptions and methodologies.
• Support business cases and strategic initiatives through robust workforce modelling and analysis.

Essential

• Significant workforce management experience across forecasting, scheduling and real-time operations.
• Experience supporting contact centre environments with inbound and outbound activity.
• Strong stakeholder management and business partnering capability.
• Demonstrable experience translating data into operational insight and recommendations.
• Strong analytical and numerical skills, including workforce modelling and capacity planning.
• Experience using workforce management systems such as Calabrio, Verint, NICE IEX or equivalent.
• Ability to influence senior operational stakeholders and challenge constructively.
• Effective communication and presentation skills.

Desirable

• Experience configuring or implementing workforce management platforms.
• Financial services or wealth management experience.
• Experience within premium, relationship-led or high-value client service environments.
• Knowledge of workforce optimisation best practices.
• Experience setting up workforce management processes within a new or evolving operation.

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

The Workforce Management Lead role is a permanent, full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS2 0TR. Hybrid working is available where only 3 days a week is required in the office.

• Discretionary annual bonus and annual pay review
• 25 days holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year
• dependant on role level
• only available to select during our annual benefits window, in November each year

#J-18808-Ljbffr