Head of Planning

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Job Description:

What you’ll do:

• Build effective relationships at Director / Senior levels, including with Partnership / Portfolio / Directors to provide operations with sustainable support solutions
• Ensure that the Planning Model is used consistently across every Account within the remit to plan resource requirements effectively, maximising operational and commercial efficiencies
• Work with the other Planning heads, BI Director and Head of Governance to develop consistent governance models and best practise guidelines.
• To co-ordinate and optimise redeployments across assigned client base and then working with peers across all clients to minimise recruitment / on-boarding and redundancy costs – ensuring that, across the estate, over / under staffing levels are minimised
• Work with other key internal contacts to influence site strategy ensuring ability to effectively deploy resource within the business
• Support Divisional Continuous improvement projects
• Support the growth strategy through supporting bid sizing and support team sizing
• Ensure BAU planning teams are right sized and right shored in response to client demands
• Responsible to leading a team of Planning experts, considering their wellbeing, professional develop, whilst responding to Have your say/people survey feedback
• Work with key business stakeholders to embed key planning governance such as POF, Financial Budgeting, and Input and influencing global plans and outputs
• Resolving elevated issues arising from daily activities. Applying broad management skills, functional expertise, guidance and knowledge to subordinate managers and staff members.
• Providing input to strategic decisions that affect functional area of responsibility; helping develop and subsequently implementing new projects, policies and procedures to achieve specific goals.. Working with senior management to develop annual departmental budget.

What we are looking for:

• Experience of leading large-scale planning and/or support departments
• Experienced in the implementation of market leading planning models
• Experience in planning for multi-client, multi-site and/or multi-national operations
• Strong commercial understanding
• Experience in leading large and disparate teams
• Significant problems-solving and analytical skills required. Able to assimilate information quickly and take decisive action
• Strong emotional intelligence to be able to interact with and influence senior stakeholders and develop genuine commitment to an agreed course of action

Minimum Experience:  

• At least 5 years plus experience within Business Planning and Workforce Management processes
• Experience of large scale, multiple client/dimension resource planning
• Advanced MS Excel experience and Planning specific software (example;  Aspect, CMS and eWFM, Genesys, Live Person)
• Leadership experience
• Experience within the BPO or Call Centre/Service sector environment is preferred but not essential

Management/Supervisory Responsibility:

This position has supervisory responsibilities

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

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