Lead: Scheduling and Monitoring

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Lead the end-to-end scheduling and real-time monitoring function to ensure that approved workforce plans are executed effectively and consistently across Contact Centre (front office), middle office, and back-office operations.

• Convert approved workforce plans and forecasts into optimised schedules by channel, skill, and work type.
• Build and maintain schedules that balance:
• SLA/TAT coverage
• Skills mix and fairness
• Labour rules and contractual constraints
• Incorporate training, leave, coaching, and project time while protecting service coverage.
• Maintain version control and audit trails for schedule changes.

Real-Time Monitoring & Intraday Control

• Lead real-time performance monitoring against schedules, service levels, and backlog thresholds.
• Identify intraday deviations such as:
• Volume spikes or drops
• Adherence breaches
• Productivity shortfalls
• System or operational disruptions
• Execute and coordinate intraday recovery actions, including:
• Skill reallocation
• Break and activity re-sequencing
• Overtime triggers
• Work reprioritisation

Adherence & Utilisation Governance

• Own adherence standards, thresholds, and reporting cadence.
• Investigate and address systemic adherence or utilisation issues.
• Partner with Operations leadership to resolve root causes (process, behaviour, or tooling).
• Ensure adherence governance supports performance without compromising employee wellbeing.

Back-Office Work Monitoring

• Monitor backlog volumes, ageing, and throughput across back-office functions.
• Apply intraday and short-term interventions to prevent TAT breaches.
• Coordinate workload balancing and prioritisation across teams and skills.
• Escalate structural capacity risks to Workforce Planning.

Communication & Escalation

• Act as the operational control point for workforce-related performance risks.
• Provide clear, timely communications to Operations and Workforce Management leadership.
• Maintain structured intraday logs, decisions, and outcomes for review and learning.

Continuous Improvement

• Identify scheduling inefficiencies, recurring intraday risks, and recovery patterns.
• Recommend improvements to:
• Scheduling rules
• Shrinkage assumptions (input to planners)
• Intraday playbooks
• Support automation and tool enhancements in partnership with Planning and BI teams.

People Leadership

• Lead and coach Schedulers and Real-Time Analysts.
• Build strong operational discipline, accountability, and decision confidence.
• Ensure consistent application of standards across teams and shifts.