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 work place accommodations to ensure you have what you need to effectively deliver in your role. Senior Manager Capacity Planning and Forecasting 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 2025 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. The role will design, lead and embed a high performing planning function spanning contact centre, complaints and back office operations, including support services. The role holder will deliver end-to-end workforce planning through to tactical scheduling and real time management. They will ensure that service delivery is optimised against customer demand, regulatory obligations, a large transformation agenda and cost efficiency. This is not just a technical planning role though – it requires a visible, energetic leader who can inspire, coach and stretch a team of planning professionals, driving standards and balancing workloads whilst shaping the future direction of planning across M&G Life operations. They will also be responsible for conducting planning oversight of our Third Party suppliers to ensure they are resourced correctly to meet customer demand. Finally, the role holder will also be responsible for building out the requirements from a system and data perspective to optimise the functions, and reviewing opportunities to use generative AI to improve forecasting and reduce repetitive efforts from the team, instead enabling them to focus on improving planning inputs and customer and business outcomes. Main Responsibilities: Strategic planning. Own and run the long-term resource planning cycle, interlocked with HR and Finance, including the generation and maintenance of capacity planning models across the long term planning horizon. Tactical Planning. Own and run the tactical planning and scheduling process for contact centre, complaints and back office including supporting services, to optimise resource allocation in the short-term and underpin service delivery, productivity and cost targets. Real time planning & allocation. Own and run the “on-the-day” function to manage adherence, respond to unplanned events and ensure delivery of the tactical plans. Ensure governance, escalation and decision-making frameworks and playbooks are robust, understood and implemented. Leadership & people management. Lead and develop a team of planners, forecasters and analysts, setting clear goals and targets, and provide coaching and support. This will include balancing workloads, ensuring succession planning/no single points of failure and creating a planning centre of excellence that is the engine room of the M&G Life operation. Communications and stakeholder management Ensure clarity of communication upwards and sideways across Operations and across Finance, Transformation and HR to ensure clarity of baselines, risks and opportunities across operational domains. Governance & Continuous improvement. Manage a governance cycle that links long-term strategy, short-term planning and real time iteration and improvement. Champion the right systems, processes and data collection that underpins the planning cycle and explore and exploit new technologies and opportunities to improve planning. Third Party Oversight. Ensure that where we have outsourced our customer service administration to third party suppliers, the correct planning oversight governance is in place to safeguard service delivery and manage associated risks. Key Knowledge, Skills & Experience Must have: Track record of team leadership and coaching, managing and developing high performance teams and succession management Must have: Proven experience in workforce planning across contact centres, back office and complaints in a highly regulated environment Must have: Strong understanding of forecasting and planning principles and the ability to build from scratch as well as optimise existing processes Must have: A deep understanding of customer service and an ability to drive improvements within an operation Must have: An ability to prioritise effectively in a complex environment and ensure appropriate management of deadlines and competing priorities Should have: Experience of senior stakeholder management third party partners as well as across the internal business Should have: Experience of working with outsourcers in an operational environment Should have: Strong knowledge of service performance and other customer KPIs and the inherent links between them and planning outcomes Should have: Experience of resource modelling, planning and forecasting Should have: Analytical and problem-solving skills, an ability to extract insight from patterns and ability to translate this into insight to drive actions Should have: An understanding of insurance products and the FS industry Should have: A good understanding of the industry standard technical solutions for workforce management across operational domains (Voice/contact, back office etc) Work Level: Manager / Expert Recruiter: Amy Curtis Location: Homebased UK, London, Stirling Closing Date: 16 October 2025 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: As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer 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. Enjoy 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 M&G is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 institutional clients in 38 offices worldwide. As at 31 December 2024, we had £345.9 billion of assets under management and administration. 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.