Experience

• 

  The royal bank of scotland

  Jan 1996 - Jan 2015

  The Forecasting function is an integral element of the Capacity Management team , the Forecasting team works flexibly to ensure that an integrated Capacity Management cycle is embedded into the Operations businessesMy responsibility is to own and shape the methodology design / models required to deliver robust forecasting, and promote best practice across Global Operations. Maintaining relationships and gathering business intelligence across Operations to ensure that all future demand impacts are reflected in forecasts.The areas that I support are : Corporate , Personal and private banking, Direct Banking Customer service, Customer Service Centre , Collections and Recoveries, Fraud OperationsPlanning the future workload for 5,000+ FTE workforce in Operations Show less Successful Forecasting demand for a large portfolio of businesses covering Retail & Corporate from both a Telephony and Back Office Perspective. Liaising closely with key stakeholder to understand demand trends, determine the impact of marketing events and produce stable forecasts.Leading the Forecasting improvement work stream in designing and developing forecast models and systems with the view to improving accuracy and efficiency of production.Embedding Forecasting best practice across the full planning cycle.Planning the future workload for 5,000+ FTE workforce in Operations Show less

  • Senior Forecast Manager

    Jan 2012 - Jan 2015

  • Senior Forecast Analyst

    Jan 2008 - Jan 2012

  • Resource & Planning Manager, Operations

    Sept 2007 - Oct 2008

  • Team Manager

    Jan 1996 - Sept 2007
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  Royal bank of scotland (w&g)

  Jan 2015 - Oct 2024

  Forecasting and capacity planning manager

  The Demand Management and Operational Analytics team are responsible for ensuring an infrastructure is in place to enable the William and Glynn (RBS) business to effectively manage resource levels against forecast demand.I serve as the primary interface with key stakeholders across the organisation on all aspects of Forecasting, Resourcing and Capacity Management, working with both contact centre’s and back office Centre’s to ensure the deliver of both business and customer metrics Translate Commercial & Marketing Plans into accurate, timely demand forecasts. Working as the interface between Commercial, Marketing, Finance and Business OperationsReview current Forecasting and planning cycle to deliver increased efficiency of production and effectiveness of output. Undertake process improvement of the forecast and planning process to deliver: More accurate inputs / outputs, reduced process cycle time, greater agility in end to end planning cycle.The areas that I support are : Corporate , Personal and private banking, Direct Banking Customer service, Complaints, Customer Service Centre , Collections and Recoveries, Fraud Operations and Mortgage OperationsPlanning the future workload for 500+ FTE workforce in Operations Show less

• 

  Tesco bank

  Jan 2018 - Oct 2024

  Scheduling manager

  Work Scheduling and Allocation: Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines. Leadership and Direction: Communicate the local action plan; explain how this relates to the function's strategy and action plan and the broader organization's mission and vision; motivate people to achieve local business goals. Data Collection and Analysis: Collate and analyse data using pre-set tools, methods and formats. Involves working independently. Insights and Reporting: Contribute to the preparation of various data and analytics reports.Performance Management: Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal. Stakeholder Engagement: Assist with stakeholder engagement by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment. Project Risk and Issue Management: Carry out delegated activities to support identification and evaluation of risks, issues, dependencies, and constraints associated with the project and the design of mitigating solutions. Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements Show less

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  Scottish friendly

  Sept 2024 - now

  Workforce planning manager