Jobs at McMillan Shakespeare

Leads workforce forecasting, analytics, and capacity planning across contact center and processing operations. Builds and improves demand forecasts, staffing models, scenario analyses, and capacity frameworks. Provides visibility into staffing needs, service risks, costs, and operational trade-offs. Owns workforce planning assumptions, data definitions, analytics standards, and reporting requirements while translating complex data into actionable recommendations for operational and non-technical stakeholders.

Leads workforce planning and optimisation across multiple brands and operational channels. Responsibilities include forecasting, scheduling, capacity planning, workforce governance, reporting, automation, budget and FTE planning, performance improvement, and WFM system maturity. The role manages and develops a workforce planning team while aligning workforce supply and capability with customer demand, service commitments, and business objectives.

Develop workforce plans, rosters, staffing models, availability frameworks, and contingency plans aligned with forecast demand. Manage leave governance, compliance, workforce capacity, overtime, and roster integrity. Analyze utilization, adherence, coverage, productivity, and workforce risks, providing recommendations to Operations leaders. Partner with Workforce Management teams to improve service delivery, workforce efficiency, planning maturity, and cost outcomes across complex multi-site, multi-channel operations.

The Claims Operations Manager will oversee claims processing operations, lead a large team, ensure adherence to regulations, and enhance service quality through strategic initiatives.

Design, develop, deploy, and support enterprise applications and integrations using C#/.NET and Azure services. Drive scalability, security, automation, observability, CI/CD, and event-driven architecture. Mentor engineers, conduct code reviews, influence architecture, collaborate with stakeholders, modernize legacy systems, troubleshoot complex issues, and lead production incidents. The role also applies Generative AI, LLMs, and agentic automation to software applications and business processes.

Lead digital optimisation across websites, landing pages, and customer journeys. Use analytics, customer insights, A/B testing, personalisation, and content optimisation to improve engagement, conversion, and customer experience. Manage Adobe Experience Platform and MarTech initiatives, translate data into business actions, collaborate with cross-functional stakeholders, and coach a direct report.

Own the end-to-end product vision, roadmap and backlog for Asset Management Services and Onboard Finance. Translate strategy, operational needs and regulatory obligations into prioritized technology outcomes. Drive delivery across matrixed teams, manage risks, dependencies, governance and compliance, and act as trusted partner to senior stakeholders.

Build and lead an SRE practice and enterprise observability platform across Azure hybrid environments. Design observability, automation, IaC and CI/CD integrations, incident management, governance, and reliability engineering practices. Mentor teams, influence architecture, embed SRE across the SDLC, and adopt AI-assisted operations to improve platform robustness and compliance.

Provide operational support to the Sales team by coordinating leadership schedules, preparing reports and insights, managing administrative processes and systems, maintaining compliance and documentation, supporting process improvements, and building cross-functional relationships to ensure smooth sales operations.

Design, build, and operate a secure, resilient cloud-native platform using Infrastructure as Code and CI/CD pipelines. Partner with application teams to improve security, automation, governance, and developer experience across cloud infrastructure, networking, and production environments.

Design, build, and evolve cloud-native, event-driven microservices and distributed systems. Drive technical excellence through architecture decisions, mentoring, CI/CD, automation, testing, observability, and production incident management. Collaborate with Product and Architecture to deliver secure, scalable solutions.

Manage and grow a portfolio of SME employers for Oly, drive SME onboarding and participation, build long-term relationships, report performance, and recommend improvements to employer engagement and sales strategy.

Lead the customer support function to deliver scalable, high-quality support across enquiries, case management and escalations. Drive service standards, team performance, continuous improvement and automation opportunities. Coach and develop staff, partner cross-functionally to fix pain points, deliver insight-led improvements, support commercial objectives, and enable data-driven decision making to increase customer satisfaction and operational efficiency.

Manage end-to-end lease settlement processes: credit approval, generate and check lease documents, coordinate with financiers and clients, support Leasing Consultants, and ensure timely return of required documentation while providing status updates.