Job Description

Are you passionate about strategic workforce planning and operational excellence? We're looking for a

Workforce Planning Manager

to lead global workforce planning and rota scheduling across our operational teams in the UK, South Africa, APAC, and the Americas.


This is a pivotal role within our Customer Operations function, ensuring we have the right people in the right roles at the right time to deliver exceptional service and drive efficiency.

About the Role

As Workforce Planning Manager, you'll work closely with operational leads to design and implement workforce strategies that support long-term service delivery goals. You'll manage complex rota schedules across multiple time zones, analyse workforce data, and support the rollout of new planning tools--all while ensuring alignment with business continuity and growth objectives.

?

Our ideal candidate will have or be

Proven experience in workforce management or a similar role. Strong analytical skills with the ability to turn data into actionable insights. Proficiency in Microsoft Office and workforce planning systems. Excellent communication and collaboration skills. A track record of delivering against KPIs, SLAs, and operational efficiency targets.

Qualifications

No specific qualifications required--your experience and impact matter most.

Join us and help shape the future of global service delivery.

Apply today to be part of a team that values strategic thinking, operational excellence, and continuous improvement.

About The Role

Key Responsibilities

Strategic Workforce Planning

Develop and implement global workforce strategies across Assistance, OneHMG, and Government Assistance teams. Create forecasting models and scenario planning tools to support decision-making. Provide strategic insights to senior stakeholders to optimise resource utilisation.

Operational Scheduling & Rota Management

Design and manage rotas that meet service demand across global teams. Collaborate with operational leads to translate staffing needs into effective plans. Monitor and adapt rotas in response to changing business needs and disruptions.

Data Analysis & Reporting

Analyse workforce data to identify trends and opportunities for improvement. Develop dashboards and reports to track coverage and service level adherence. Use insights to drive continuous improvement initiatives.

Systems & Tools Implementation

Support the implementation of a workforce planning tool, from requirements gathering to rollout. Collaborate with HR and IT to ensure seamless integration and adoption.

Stakeholder Engagement

Act as the key contact for workforce planning within Customer Operations. Facilitate regular planning meetings and communicate plans clearly across teams.

Required Criteria

Prior experience in a workforce management role Proficient in using MS applications and experience using a workforce planning system

Desired Criteria

Experience in implementation of a workforce planning tool, contributing to requirements gathering, testing, and rollout.

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations - whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home.


We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.


We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.


More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges - and no protocol survives contact with the real world.


Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care.


Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.


We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development


We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.


We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.


Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

50,000.00 - 55,000.00 per year