Job Description

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AXA Partners is seeking an Operational Planning Manager to lead manpower planning and real-time performance for our Redhill-based Operations covering Home, Motor, and Travel lines. Reporting to the Head of Performance, the successful candidate will own the QMAX WFM system, shape long-range forecasts and budget-driven reforecasts, oversee short and mid-term planning plus live Real-Time Monitoring. Excellent opportunity to be involved with and have an impact on volumes, service levels and productivity into actionable staffing plans.

What you'll be doing:

Workforce Management

Own the QMAX planning system; ensure accurate data and collaborate with the planning team to translate data into staffing decisions Build long-range forecasts for all lines to inform the next year's budget; re-forecast at defined points to reflect changes Oversee short-, mid-term planning and Real-Time Monitoring; produce what-if scenarios for SLA changes, ASA, volumes, and call-to-case ratios Manage shift/roster changes, flexible working requests, and determine skill requirements and telephony routing

Management Information and Insight

Provide automated MI and insights to support decision-making and governance Maintain an accurate headcount view across lines for monthly financial/efficiency comparisons Deliver daily/weekly/monthly performance reports with KPI commentary Monitor Absence/Shrinkage, Average Handling Times, and Productivity (Power BI) and variance to budgeted volumes

Operational Change and Team Development

Support operational changes and drive automation to improve efficiency and governance Develop and lead a team of MI and Real-Time analysts, promoting automation and continuous improvement Partner with Contact Centre Management, AXA Partners Central, and IT Support and Development to ensure aligned delivery

What you'll bring:

Excellent knowledge of workforce management tools (e.g., QMAX); capable of configuring, maintaining data integrity, and deriving actionable insights for scheduling Minimum of 2 years of demonstrable experience in a similar role within a contact centre or service operations environment Proven ability to understand and deliver complex, accurate management information and dashboards Proven background of people management Strong planning and organizational skills with a track record of meeting deadlines Highly developed analytical capabilities, with the ability to translate data into meaningful recommendations Effective communication skills, capable of conveying complex information clearly to both technical and non-technical stakeholders Advanced Excel and Power BI proficiency; familiarity with other analytics/reporting tools Solid knowledge of telephony systems, call routing, and their interaction with management information

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer

At AXA Partners, we're appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:



Competitive Salary 25 days rising to a maximum of 27 days (based on a 5 day week) Retail Discounts Company Shareplan /Scheme & Loan Cycle2Work Scheme Discounted Home Insurance Employee Assistance Scheme Dr@Hand Discounted Gym Membership Thrive (free mental health app) Free Financial Education/Pension Seminars


To apply, click on the 'apply' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, please send an email to AXA Partners Global HR Response - globalhr@partners.axa

Who we are

We're AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection - with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive - offering solutions and services that make sure we're always at people's side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we're always looking at new ways to offer seamless and reassuring experiences when it really matters.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)