Operational Planning Analyst

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

Internal Closing Date: 09/08/2024

We now have an exciting permanent position to join our Retail Operational Planning team as an Operational Planning Analyst where you will support the Legal & General Retail (LGR) operational area’s resources to achieve an agreed level of service for customers. You'll be monitoring real-time performance by using the systems, tools, processes and resource planning methodologies.   

What you'll be doing:

• Producing regular routine monthly & ad-hoc reports for distribution to key stakeholders within the LGI operation.  
• Effectively planning and optimizing the staffing resources across the L&G Retail operational areas while providing consistent communication to the key stakeholders in Operational Planning, Operational Teams and Senior Managers on actual and predicted agreed service level targets.
• Enhancing and further optimising the use of technology (WFM/VCCreporting etc.) to ensure optimum service performance and MI provision while developing and maintaining a positive working relationship with Operational Management and staff. 
• Assessing performance of systems in order to identify continual improvement opportunities and operating risks which need to be raised with Operations Managers. 
• Making recommendations for developing new ways of supporting both front and back office. 
• Effectively communicating information and data to all interest parties across the business, ensuring that key performance trends are highlighted and explained
• Analysing, interpreting, monitoring and reporting service trends and adherence to make recommendations to ensure an optimized approach to operational planning.
• Accountable for the accuracy of information within Work Force Management (WFM) system, ensuring all data is kept updated within agreed timescales, conducting relevant internal audits as appropriate.

Who we're looking for:

• Strong system knowledge of Contact Centre technologies such as; workforce management, multiple channel back office workflows and telephony.
• Understanding of tools and techniques to develop effective schedules.
• Understanding of load balancing and blending of contact centre resource across front and back office business functions.
• Knowledge of contact centre resourcing methodology including scheduling techniques, real time and intraday management principals.
• Understands the regulatory issues surrounding LGI and applies that knowledge in planning and scheduling.
• Excellent understanding of workflow processes, systems and incident management.
• Effective, concise and professional communication and presentation skills and ability to tailor as appropriate to audience.
• Good understanding of process mapping

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday 
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart