Planning and Performance Team Manager

  • Job Reference: 539
  • Date Posted: 30 September 2020
  • Employer: DWR Cymru Cyfyngedig Welsh Water Plc
  • Location: Cardiff (CF3 0LT), United Kingdom
  • Salary: On Application
  • Sector: Information Technology (IT)
  • Job Type: Permanent
  • Duration: Undefined
  • Work Hours: Full Time

Job Description

Who are we

 We keep 3 million people healthy each day with safe, reliable water, and take away waste water to clean, before returning it safely to our beautiful rivers and seas.

What you'll do 


  • To be able to provide insights in order to optimise performance across the business that aligns front and back office to deliver effective and efficient customer service 
  • Influencing key senior stakeholders across the business 
  • To develop and present meaningful business insight from detailed performance  data 
  • Provide  and present accurate, timely and informative performance reports 
  • Undertake analyses and provide insight into overall business performance 
  • Identifying performance issues and proposing mitigating actions and/or recommendations to improve the efficiency and effectiveness of services.
  • Advise on the development and implementation of KPIs and PI’s , monitor and review these to ensure alignment with the performance management framework
  • Ensure risk and issues are identified and  effectively reported  

Planning and Forecasting

  • To provide effective and accurate resource planning for specific business areas to ensure an adequate staff level across the business to achieve business goals and KPI’s. Using both specialist applications such as the Genesys telephony Suite and generic applications such as Microsoft Access and Excel
  • Analysis and reporting of daily, weekly, monthly and ad hoc performance highlighting key drivers of the results 
  • Analysis of statistics in order to forecast future trends and provide recommendations to the business
  • Troubleshooting and administration of telephony system and the  recording system ensuring calls are delivered to the business and quality is maintained
  • Utilising the telephony system to identify and categorise the calls being received into the contact centre so that further investigation and analysis can be undertaken within the business
  • Designing  and developing bespoke planning and forecasting models for the business to ensure that departments can achieve their KPI’s in the most cost effective manner 
  • To support the Planning and Analytics Manger in the development of the P&F Business Plan objectives and effectively implement the operational activities that support the overall business plans 


  • Gather requirements and transform them into business specifications
  • Document problem statements and define processes to ensure business resolution 
  • Organise and report relevant data  

Team Leader duties 

  • To provide leadership and undertake line management responsibility in line with company management practices to maximise employee engagement and positive behaviours.
  • Liaise with third party suppliers and manage relationships  where relevant 
What you'll need 
  • Excellent influencing skills with a track record in managing senior stakeholders 
  • Advanced knowledge in developing Performance frameworks that align to business goals  
  • Ability to investigate data anomalies, understand its context and impact, and suggest solutions for fixing it;
  • Exceptional numerical, verbal and written communication skills
  • Advanced knowledge of Planning and Forecasting
  • Highly developed and proven analytical skills
  • Genesys Certification or substantial experience to be able to manage, administrate and trouble shoot the telephony system and workforce management application
  • Accreditation by the Professional Planning Forum is desirable
  • Microsoft Certification is essential to be able to create and maintain complex bespoke models
  • Understanding of project methodologies is desirable 
  • Experience of being able to translate Company strategic goals into practice to ensure that forecasts and modelling are aligned 
  • Knowledge of regulatory targets, such as Service Incentive Mechanism (SIM) and awareness of the impact of accurate reporting
  • Has previous relevant experience of managing people, HR practices and health and safety 
  • Experience of coaching and mentoring staff to maximise their performance and engagement

As well as a market competitive salary and 25 days annual leave (pro rata), we offer a range of employee benefits including:

  • Variable pay schemes
  • Enhanced employer pension contributions
  • Reduction on gym memberships and high street shopping
  • Cycle to work scheme
  • Car-leasing scheme
  • Health CashBack scheme
  • An employee assistance programme for employees and their immediate family

And many, many more.

Closing Date 

23:59 4th August, 2020.