{"id":2928655,"url":"https://alion.io/job/hargreaves-lansdown-workforce-planning-manager","title":"Workforce Planning Manager","company":{"id":17192,"name":"Hargreaves Lansdown","domain":"hl.co.uk","url":"https://alion.io/company/hargreaves-lansdown","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":89000,"period":"year","method":"role_country_seniority_unknown","sample_n":486},"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-20T14:08:01Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T10:30:59Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Excited to grow your career?\nOur purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.\nWe 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!\nAbout the role\nThe Workforce Planning Manager leads a team of Scheduling and Real Time Analysts supporting the end-to-end scheduling and intraday performance activity for a c.300 FTE multi-channel Helpdesk.The role optimizes workforce utilization, service levels and operational efficiency through effective scheduling, real-time management and digital-first initiatives that reduce contact demand, supporting consistent client outcomes in a regulated financial services environment.\nWhat you’ll be doing\nLead end-to-end scheduling and workforce planning for Core Helpdesk, ensuring shift patterns, capacity and shrinkage planning are aligned to forecast demand, service requirements, regulatory expectations and colleague fairness.\nLead the RTA/RTM team to proactively manage intraday performance across voice and email channels, maintaining queue health and service levels through dynamic resource allocation, informed routing, overtime/under-time decisions and effective off-phone activity management.\nPartner with Operations Managers to improve adherence, schedule compliance, productivity and utilization, using intraday and post-day reviews to identify root causes, strengthen planning-to-live execution and reduce reactive firefighting.\nDefine and embed governance frameworks, standards and controls across Scheduling and RTM, covering adherence, occupancy, productivity, interval-level service performance, schedule efficiency and compliance.\nCreate standardized dashboards, reporting packs and KPIs that improve operational visibility, accountability and workforce management maturity, while ensuring alignment with FCA/PRA expectations and internal risk, audit and compliance requirements.\nPartner with Platform Services, Digital, Transformation and Client teams to use contact-driver, queue and repeat-volume insights to identify automation and improvement process opportunities.\nImplement digital-first and self-service solutions, such as chatbots, IVR deflection and knowledge bases, to reduce avoidable demand and improve client journey efficiency and satisfaction.\nAct as the key WFM interface for senior operations leadership, providing insight into workforce performance, risks and opportunities, influencing data-led decisions and collaborating cross-functionally to improve operational outcomes.\nLead, coach and develop a high-performing Scheduling and RTM team, building advanced WFM, analytics and decision-making capability while embedding accountability, continuous improvement, operational excellence, engagement and retention.\nAbout you\nEssential:\nExtensive experience in Workforce Management (Scheduling, RTA/RTM) within a contact centre environment (300+ FTE preferred)\nStrong understanding of multi-channel operations (voice & email essential; chat/digital\nadvantageous)\nProven leadership experience managing WFM or RTA teams\nDeep knowledge of workforce planning tools (e.g., NICE, Verint, Calabrio)\nStrong analytical and problem-solving skills with the ability to interpret operational data\nExperience working in a regulated environment (financial services preferred)\nAbility to influence senior stakeholders and drive operational change\nDesirable:\nExperience driving digital-first or automation initiatives within Helpdesk operations\nKnowledge of forecasting and capacity planning methodologies\nSix Sigma / Lean or continuous improvement qualifications\nExperience with advanced analytics or WFM optimisation tools\nInterview process\nThe interview process for this role will be a 1 stage interview consisting of competency and technical questions and a presentation.\nWorking Schedule\nThe Workforce Planning Manager role is a permanent,full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS2 0TR. Hybrid working is available where only 3 days a week is required in the office.\nWhy us?\nHere at HL, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments.\nTo achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.\nWhat's on offer?\nDiscretionary annual bonus*andannual pay review\n25 days*holiday plus bank holidays and 1-day additionalChristmas closure\nOptionto purchasean additional5 daysholiday**\nFlexible working options available, including hybrid working\nEnhanced parental leave\nPension scheme up to 11% employer contribution\nIncome Protection andLife insurance (4 x salary core level of cover) \nPrivate medical insurance*\nHealth care cash plans - including optical, dental, and outpatient care\nHealth screening programme\nHelp@hand- confidential support includingmental health counsellingandremote GP\nWellhub- unlimited access to fitness providers and wellness coach sessions\nVariety of travel to work schemes with bike storage and shower facilities\nInhouse barista anddeli serving subsidised coffee and sandwiches\nTwo paid volunteering days per year\n* dependanton role level\n** onlyavailable to select during our annual benefits window, inNovember each year\nHargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.\nThis role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.\nPlease note, we are unable to provide employment sponsorship to candidates.","description_format":"text","description_chars":6134,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Health insurance","Hybrid work","Life insurance","Paid volunteering days","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Online Brokerage & Trading Platforms"],"lifecycle":[{"event":"open","at":"2026-10-20T14:08:01Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-10-22T06:27:10+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":25,"reasons":["conf:7","velocity","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/hargreaves-lansdown-workforce-planning-manager","json_url":"https://alion.io/job/hargreaves-lansdown-workforce-planning-manager.json","meta":{"generated_at":"2026-10-22T20:48:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4967,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":17192},"rest":"https://alion.io/mcp/rest/get_company?id=17192"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhargreaves-lansdown-workforce-planning-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhargreaves-lansdown-workforce-planning-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhargreaves-lansdown-workforce-planning-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hargreaves-lansdown-workforce-planning-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhargreaves-lansdown-workforce-planning-manager"}]}