Benefits: €40,000 – 50,000 euro base salary, 10% Non-Contributory Pension (matched up to a further 2%), Funded Industry Qualifications, Lunch Allowance, Hybrid working .
We offer salaries within the stated pay range. Typically, new hires start at the lower end of the range, though recognition of relevant experience and prior service may result in a higher starting salary.
Who are we?
We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.
Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards. We make room for what matters - so you can bring your best, every day.
Role Purpose
The Demand & Resource Planning Analyst supports Customer Operations by producing accurate, timely and actionable demand forecasts, capacity models and resource plans. The role is key to ensuring customer service levels are delivered within budget, while enabling Customer Operations to respond effectively to changing demand, operational priorities and business change.
The analyst will provide hands-on planning insight across BAU customer demand, telephony and back-office activity, change/project demand and outsourced service provision. They will help identify capacity risks early, model options and support practical decisions on resource deployment.
Key Accountabilities
- Demand forecasting: Produce short and medium-term demand forecasts for processing and telephony activity, incorporating BAU trends, seasonal impacts, known change activity and emerging operational risks.
- Capacity and resource planning: Translate forecast demand into practical capacity plans, identifying resource requirements, availability, constraints and options to support service level delivery.
- Reforecasting and risk management: Complete regular reforecasts, clearly highlighting forecast movement, capacity gaps, service risks and recommended mitigation actions.
- Operational deployment: Support recruitment planning, resource movement recommendations, overtime/temporary support decisions and prioritisation across teams and activities.
- Peak and recovery planning: Provide ad hoc, peak demand and service recovery plans during periods of increased demand, disruption or reprioritisation.
- Change and project demand: Model the people and time impact of change activity, including scenario planning where information is developing, incomplete or subject to change.
- Outsourced service planning: Support demand planning for outsourced service providers, including forecast vs actual tracking, variance analysis and escalation of material risks.
- MI, insight and governance: Produce clear MI and commentary on demand, capacity, forecast accuracy and operational performance, maintaining strong data quality and version control across planning models.
Role Scope & Complexity
- Supports planning across a large Customer Operations environment, covering front-office, back-office and on/offshore activity.
- Operates in a high-change environment where priorities can move quickly and planning assumptions must be regularly refreshed.
- Uses judgement to model scenarios with ambiguity, limited data or evolving requirements, clearly explaining assumptions and confidence levels.
- Works with leaders and stakeholders to convert data into practical recommendations that support customer outcomes and operational efficiency.
Key Relationships
- Resource Planning Manager
- Customer Operations Team Managers and Senior Managers
- Change and Transformation teams
- Outsourced service providers and operational partners
- Finance, MI, Risk and wider operational stakeholders
Skills, Knowledge & Experience
Essential
- Experience in resource planning, demand forecasting, capacity management, MI or operational planning in a service environment.
- Strong analytical and numerical skills, with excellent attention to detail and the ability to work confidently with large or imperfect data sets.
- Ability to build, maintain and explain planning models, forecasts and assumptions in a clear, structured way.
- Good communication skills, with the ability to turn data into practical insight for non-technical stakeholders.
- Comfortable working at pace, managing competing priorities and adapting plans as operational needs change.
- Strong stakeholder management skills, with the confidence to challenge assumptions constructively and recommend realistic options.
- Microsoft 365 and Technical Tools
- Microsoft Excel: advanced formulas, pivot tables, data cleansing, scenario modelling and control checks.
- Power BI: dashboard creation, data visualisation, trend analysis and performance reporting.
- Power Apps: using or supporting simple operational apps/forms to capture planning data, requests or workflow inputs.
- Power Automate: understanding workflow automation opportunities, reminders, approvals and notifications.
- SharePoint Online: working with lists, document libraries, controlled versions and shared operational information.
- Microsoft Lists and Forms: capturing structured data, requests and feedback in a consistent way.
- Microsoft Teams, Planner and Outlook: collaboration, communication, task tracking and stakeholder engagement.
- OneDrive and Microsoft 365 file management: safe document storage, version control and collaborative working.
- Microsoft Copilot / M365 Copilot where available: using AI-enabled tools appropriately to support analysis, summarisation and productivity, while maintaining data quality and governance.
Desirable
- Experience supporting change or project activity alongside BAU demand.
- Exposure to outsourced, third-party or offshore service delivery models.
- Experience producing operational dashboards, forecast accuracy reporting or performance packs for management teams.
- Awareness of financial services, customer operations, risk and control requirements.
Measures of Success
- Accurate and timely forecasts, capacity models and resource plans.
- Early identification and clear escalation of capacity, customer service and delivery risks.
- Planning insight that supports practical decisions on recruitment, deployment, prioritisation and change impact.
- Strong forecast accuracy tracking and clear explanation of variances between forecast and actual demand.
- High-quality planning models, MI and documentation with appropriate data governance and version control.
- Positive stakeholder feedback on clarity, responsiveness and usefulness of planning support.
Personal Attributes
- Curious and analytical, with a continuous improvement mindset.
- Pragmatic and delivery-focused, able to balance data quality with timely decision support.
- Collaborative and confident, with the ability to build trust across operational and change teams.
- Resilient and organised, comfortable operating in a busy environment with shifting priorities.
We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
We’re reviewing applications as they come in, so apply early to avoid missing out.
Find out more about working at Standard Life
- Guide for Candidates: standardlifeplc.pagetiger.com/guideforcandidates
- Find or get answers from our colleagues: www.standardlifeplc.com/careers/talk-to-us
We value diversity in our workforce and welcome enquiries from everyone.
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