Resource Planning Manager

Role Reporting to the Head of Investor Service Centre, you will be responsible for managing facets of Investor Servicing operations such as reporting, forecasting, scheduling, monitoring call volumes and other operational activities while adjusting resources to meet business objectives. This manager will provide daily guidance to the team that will analyse call volume history by tracking and trending call and email metrics and back-end support to ensure proper planning, accurate requirements and workload identification. This manager will develop capacity/staffing plans and reports that provide management with the understanding needed to make operational decisions in order to ensure overall across a multi-client environment. This manager will also be responsible for the departments Management Information, gathering and analysing data on investor contact, providing accurate and timely data from an operational and client perspective with a view to opportunities to anticipate investor needs and create efficiencies and better customer service as a result. The department provides third party investor services to a specific group of clients covering the full range of shareholder servicing functions including dealing, registration, AML, settlements, distributions and commissions. Principal Responsibilities Responsible for the set up and management of RPM within the investor service centre in scheduling hiring, training, scheduling, prioritization of work, provision of management information, etc for the teams within the function Ensure that the scheduling function is providing optimal forecasting, scheduling and identifying new methods, strategies and opportunities Establish and manage a real-time management function providing the appropriate real-time oversight and action to meet service level goals and maximize efficiency Reporting­­—Design and implement an efficient and accurate reporting database to enable the provision of accurate and timely internal and external reporting and analytics for Investor Services teams and clients. Collation of such data will be required from multiple systems e.g. telephony, email workflow, and other TA systems. Ensure the accurate compilation and distribution of information and reports to identified stakeholders in a contextual and actionable format Provide analytics on trends and use data to identify drivers and opportunities for efficiencies. Serve as a subject matter expert and RPM liaison for specific programs and coordinate with operations teams to ensure consistent business / operational goals Develop and maintain short and long term forecast/capacity plans and ensure sufficient staff is available during peak periods Analyse historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to the ISC leadership while implementing appropriate action plans Review and analyse the monthly, quarterly and yearly Contact Centre Performance Reports for both internal and external stakeholders and distribute as required Perform other related duties and assignments as required and as assigned by Senior Manager, Investor Services. Be flexible in supporting client needs during peak activity or to resolve urgent queries. Relationships Direct Reports TBC Internal key stakeholders Ireland Head of Investor Services UK Head of Investor Services Client Service Managers Relationship Managers Client Service Delivery Managers External key stakeholders External Clients External Investors Skills / Experience BA/BS degree required, preferred statistics, economics, business or equivalent education- MBA a plus 3-5+ years of experience performing RPM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-client contact centre environment preferred Experience of establishing a RPM function within an organisation/function desirable. 3+ years of experience in a team management capacity  providing forecasting, scheduling and real-time management in a multi-site contact centre environment Strong experience with Workforce Management software (e.g. Verint, etc.) that includes forecasting, scheduling, real-time adherence functionality Experience with Avaya CMS, CRM applications or comparable systems strongly preferred Strong quantitative and analytical skills are required to research and resolve enquiries as well as complete trend analysis and prepare MI. Must be proficient with Excel, have the ability to organize/analyse, import/export data in a structured manner (db administration, pivot tables, SQL queries, etc.) Ability to work on own initiative Excellent communication skills - (listening skills, oral communication skills, information sharing and written communication skills) Ability to multi-task Interpersonal (relationship building, respectful, problem solving and understanding) Motivation (closure and result seeking) Thinking (decision making, idea generation, inclusion and problem solving) Leadership (direction, idea generation, knowledge sharing and team recognition) About Northern Trust For more than a century, Northern Trust has worked hard building our legacy of outstanding service, expertise and integrity. From a Chicago-based bank founded in 1889, we now have more than 20 international locations and 16,500 employees globally. We serve the world's most-sophisticated clients - from sovereign wealth funds and the wealthiest individuals and families, to the most-successful hedge funds and corporate brands. We burnished our reputation as a global leader delivering innovative investment management, asset and fund administration, fiduciary and banking solutions enabled by sophisticated, leading technology. And through it all, we continually laid a solid, forward-looking foundation on which future generations can continue growing and achieving greater. Northern Trust proudly cultivates a diverse workforce, to serve our diverse client base. We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company. We encourage applications from the best regardless of ethnicity, gender, gender identity, age, nationality, disability, sexual orientation, education, socio-economic background, parental and caring status, or religion. As of June 30, 2017, Northern Trust Corporation had: $126 billion in banking assets $7.4 trillion in assets under custody $9.3 trillion in assets under custody/administration $1.0 trillion in assets under management