M&G
Senior Resource Planning Manager
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Our Purpose
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.
Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.
Senior Resource Planning Manager
M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2026 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.
We are seeking a highly experienced senior resource planning leader to provide enterprise-wide leadership across our critical Planning function. This role will lead the organisation’s long-range resource planning strategy while retaining accountability for operational resource planning effectiveness, ensuring long-term plans are fully aligned to business strategy, customer outcomes, and financial objectives.
The role holder will be accountable for defining and delivering an integrated strategic and operational resource planning framework that ensures the organisation has the right capacity, capability, and deployment model across all services. Acting as a senior subject matter expert and trusted advisor, the role will influence executive decision-making, inform investment priorities, and shape how the organisation designs, resources, and delivers customer services at scale.
You will lead the development of robust resource and capacity models that translate strategic intent into executable operational plans, enabling sustainable service delivery, cost efficiency, and operational resilience. With a deep understanding of customer journeys, demand drivers, and operational processes, you will shape planning assumptions, challenge established ways of working, and drive improvements in how resources are deployed across the enterprise.
Key Accountabilities
- Lead the organisation’s long-term resource and capacity planning strategy, ensuring alignment to corporate objectives, growth plans, and customer experience ambitions.
- Support the Senior Manager, Capacity Planning & Forecasting in executing the full end-to-end planning cycle including supply management and real-time optimisation.
- Develop and maintain strategic resource plans covering all customer service areas, delivery models, and service channels.
- Provide clear strategic insight on future resourcing needs, identifying risks, trade-offs, and mitigation strategies to inform investment, recruitment, and transformation decisions.
- Act as the senior authority on resource and capacity planning methodology, ensuring planning approaches remain robust, scalable, and fit for future demand.
- Ensure strategic plans are translated into effective operational resource plans, enabling consistent delivery against service level commitments and customer outcomes.
- Maintain oversight of third-party outsourcers, using resource planning subject matter expertise to identify emerging risks, oversee mitigation plans to safeguard service delivery for our customers.
- Partner closely with operational leaders to balance service performance, cost efficiency, and workforce sustainability.
- Establish clear governance and controls across the planning lifecycle, providing assurance that plans, assumptions, and outputs are accurate, transparent, and actionable.
- Operate as a senior planning partner across the organisation, collaborating with Commercial, Finance, Digital, Transformation, and Operations to assess and model the impact of strategic initiatives.
- Lead the assessment of demand and capacity impacts arising from new products, growth initiatives, digital adoption, marketing activity, customer behaviour changes, and regulatory requirements.
- Foster a culture of continuous improvement, customer focus, and accountability, driving efficiency, learning, and innovation across strategic and operational planning.
- Oversee supplier and third-party planning assurance, ensuring consistent application of best-practice planning methodologies and robust mitigation approaches across all delivery partners.
- Use performance insight and lessons learned to continuously refine models, assumptions, and planning capabilities.
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Key Knowledge, Skills & Experience:
Must have:
- Track record of team leadership and coaching, managing and developing high performance teams and succession management.
- Proven experience in resource planning across contact centres, back office, and complaints.
- Strong understanding of forecasting and planning principles and the ability to build from scratch as well as optimise existing processes.
- A deep understanding of customer service and an ability to drive improvements within an operation.
- Experience of resource modelling, planning, and forecasting.
- An ability to prioritise effectively in a complex environment and ensure appropriate management of deadlines and competing priorities.
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Should have:
- Experience of senior stakeholder management with third-party partners as well as across the internal business.
- Experience of working with outsourcers in an operational environment.
- Strong knowledge of service performance and other customer KPIs and the inherent links between them and planning outcomes.
- Analytical and critical thinking skills, an ability to extract insight from patterns and ability to translate this into insight to drive actions.
- An understanding of insurance products and the FS industry.
- A good understanding of the industry standard technical solutions for workforce management across operational domains (Voice/contact, back office, etc).
What we offer:
At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
- A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
- Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
- Health & Protection cover including Private Healthcare, Critical Illness cover, and Life Assurance for you, with family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit Life at M&G.
We have a diverse workforce and an inclusive culture at M&G, underpinned by our policies and our employee-led networks who provide networking opportunities, advice, and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability, or long-term condition, we are looking to attract, promote, and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.
M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions.
If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: careers@mandg.com.
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