Job title: Resource Planning Manager

Band: 4

Location: Homebased

Contract: Permanent

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

The Health Assessment Advisory Service (HAAS) contract was awarded to Serco for Lot 3 (South-West) and encompasses the delivery of Work Capability Assessments (WCA), Specialist Benefit (SB) Assessments, and Personal Independence Payment (PIP) Assessments. We are seeking an experienced individual to play a crucial role in planning, overseeing, and executing a structured test strategy and plan to deliver releases on time. Your responsibilities will include developing an overarching test strategy for the service, including test specifications, acceptance criteria, working closely with the Authority.

Key purpose

This is an exciting opportunity to join an expanding team Serco HAAS Planning and Workforce Management. Our main aim is to deliver consultations for the Department for Work and Pensions (DWP). The outcome of the consultations is used in conjunction with other information to process Personal Independence Payment (PIP), Work Capability Assessment (WCA), and Specialist Benefits (SB) claims.

Reason for the role

The role is accountable for the delivery of the planning & allocating resource across the assigned region working closely with key stakeholders including the front and back-office delivery unit. The role supports operational goals by ensuring optimised, efficient and effective planning and utilisation of all resources on a day-to-day basis, considering all aspects of demand/intake, contractual milestones and TPLs and providing an operational plan in order to maximise the outputs of the PIP organisation to DWP.

Key accountabilities

This exciting role will work as part of an established team at the core of the Performance & Planning function to ensure optimum use of Functional Assessors and estate resources in order to achieve TPLs. You will be responsible for setting internal targets to meet our operational delivery commitments, driving performance and managing the delivery of the service within your region in order to meet those targets.

Your main responsibilities will involve:

• Effectively deploy resources with a view to achieving maximum efficiency within agreed service level targets. Ensuring internal and external KPI’s & TPL’s are met or exceeded
• Continually assess and gather requirements to define the strategy and design the Planning & Allocation function and processes. Move the organisation from reactive scheduling to proactive Planning.
• Attend planning and performance meetings with Senior Management, offering resource predictions and highlighting areas of concern, always offering recommendations for potential solution.
• Liaise with the Regional Managers, making recommendations for internal HP resource in specific Geographic locations based on demand.
• Develop, implement and maintain the Capacity & Planning processes and procedures, whilst continuously striving to improve them, generating ideas and solutions. Ensure planning process performance is measured and provides reporting to HAAS Operations Management.
• Implement a robust workforce management process to fulfil demand across recruitment/training needs, telephone/video assessment, assessment centre, home consultation and supply chain whilst planning to maximise outputs across geographies in line with HoW.
• Optimisation of operational delivery capacity in line with demand.
• Provides a forward-looking capacity plan to HAAS Operations Management.
• Proactive management of Serco and the delivery partners through effective MI.
• Ensures all aspects of the end-to-end process are considered in the planning process to ensure there are no delays and any pending statuses (i.e. awaiting appointment) are minimised and at acceptable / agreed levels.
• To establish and maintain effective relationships with key customer, Atos and supplier stakeholders with a view to continually improving performance/efficiency/claiming experience.