Resource Planning and Performance Specialist

As the Resource Planning and Performance Specialist at Metro Bank, you work as part of the Resource Planning team to ensure retail banking and call centre teams are resourced effectively to meet customer demand while balancing cost, service and colleague experience. The role is based in Holborn, London and requires you to be in the office once or twice a month. What you will do:

• Own and develop detailed resource models for retail banking and call centre environments, reflecting demand patterns, productivity assumptions and service targets
• Use data visualisation tools, including heat maps, to identify demand trends, peak and off-peak activity and intra-day variation, informing optimal staffing approaches
• Play a key role in productivity tracking across teams, identifying performance trends and shaping data-driven opportunities to optimise FTE and improve productivity
• Partner closely with operational, finance and people stakeholders as a trusted advisor
• Translate demand, productivity and service assumptions into FTE budget recommendations for stores and contact centres, supporting annual planning and in-year reforecasts
• Continuously review and improve planning assumptions, methodologies and tools to strengthen accuracy and resilience of resource plans
• Manage a busy, varied workload and be happy to 'roll your sleeves up' and support your team and the wider Financial Performance function when required
  
  Strong analytical capability, with experience building and maintaining robust resource or capacity models
• Advanced Excel skills, with the ability to present complex information clearly and simply
• Ability to manipulate and interpret large datasets to identify trends and insights as well as strong data visualisation and storytelling skills
• Excellent communication skills, with the confidence to influence, challenge and advise senior stakeholders
• Experience working in a resource planning, workforce planning, performance or analytical role, ideally within a customer-focused environment
• Proven experience turning data insight into clear actions that drive measurable outcomes
• Experience partnering with stakeholders across multiple teams or functions
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
  
  At Metro Bank, we believe the best banking experience starts with people who genuinely care. We're not just delivering banking services - we're building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
  
  We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!