Workforce Management Lead

Excited to grow your career? Our purpose is to help Britain build wealth, with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL. We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you! About the role The Workforce Management (WFM) Lead is the single point of accountability for workforce planning across Hargreaves Lansdown's Premium Services operation. Supporting a specialist team of approximately 45 colleagues overseeing both inbound and outbound client interactions, the role is responsible for designing, implementing and leading all forecasting, scheduling and real-time workforce management activities. As a trusted partner to the Senior Manager for Premium Services, the WFM Lead will develop a deep understanding of the team's operating model, client demand drivers and service proposition to ensure the right balance between commercial outcomes, colleague experience and operational efficiency. This is a unique opportunity to establish workforce management capability from the ground up, including configuring and embedding Calabrio, building planning processes, governance frameworks, performance metrics and workforce management best practices for one of Hargreaves Lansdown's strategic growth priorities. What you'll be doing Own end-to-end demand, budget and reforecasting for Premium Services across inbound and outbound activity, developing short-, medium- and long-term forecasts using historical performance, business intelligence, seasonal trends and commercial initiatives. Translate demand forecasts into resource and capacity plans that support service, productivity and commercial goals, identifying associated risks, opportunities and future resourcing requirements. Conduct impact assessments, scenario planning and sensitivity modelling to evaluate business changes with potential material impact on Premium Services resource requirements and KPIs. Provide insight and recommendations to operational leaders about performance targets, staffing requirements and demand trends. Design and maintain efficient schedules that optimise resource deployment across channels and client contact types, balancing client demand, colleague wellbeing and operational performance. Manage real-time service performance by monitoring adherence, occupancy, utilisation and productivity, identifying risks and recommending mitigation where performance deviates from expected levels or service commitments. Act as the dedicated WFM partner to the Premium Services management and leadership team, developing a deep understanding of client expectations, operational nuances and the service proposition. Influence operational decision-making through workforce planning insight, data-driven recommendations and clear communication of key risks, assumptions and dependencies across planning discussions, business reviews and strategic initiatives. Partner with Platform Services to ensure contact routing, associated rules and scheduling set-up align with Premium Services standards. Lead the implementation and configuration of workforce planning technology for Premium Services, establishing forecasting models, scheduling parameters, shrinkage assumptions and operational rules within the platform. Ensure the agreed pod model structure, routing logic and platform set-up align with Premium Services requirements and wider enterprise standards where appropriate. Design, embed and continuously improve WFM governance, processes, reporting standards, documentation, controls, operating procedures and methodologies to support sustainable workforce management practices. Produce regular workforce management reporting, performance analysis, KPIs and management information that provide actionable operational insights. Identify opportunities to improve service delivery, productivity, client outcomes and colleague experience, using forecast accuracy and planning insight to continuously refine assumptions and methodologies. Support business cases and strategic initiatives through robust workforce modelling and analysis. About you Essential Significant workforce management experience across forecasting, scheduling and real-time operations. Experience supporting contact centre environments with inbound and outbound activity. Strong stakeholder management and business partnering capability. Demonstrable experience translating data into operational insight and recommendations. Strong analytical and numerical skills, including workforce modelling and capacity planning. Experience using workforce management systems such as Calabrio, Verint, NICE IEX or equivalent. Ability to influence senior operational stakeholders and challenge constructively. Effective communication and presentation skills. Desirable Experience configuring or impleme…

Location: Bristol, BS1

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