Contact Center Resource Planning Manager

About Us

Backed by leading investors including HL Partnership, Better Group, Experian, the CEO of OakNorth, and the former Chairman of Salesforce, we’re building the technology platform powering the future of UK home-buying.

We started by solving a major gap in the mortgage market — helping customers traditional brokers often couldn’t serve. To do that, we built Haya, our proprietary data, automation and decisioning platform.

Today, our technology powers eligibility, affordability and end-to-end mortgage journeys at scale through partners including Experian, reaching millions of consumers.

We are growing rapidly across both Haysto and Picnic, spanning specialist and mainstream mortgages, embedded finance partnerships, direct-to-consumer acquisition and platform-led distribution.

The Opportunity

We are hiring a Capacity & Resource Planning Manager to help scale and operationalise one of the UK’s highest-growth mortgage businesses.

This role will sit at the centre of sales and operations performance, owning forecasting, workforce planning, capacity modelling and operational resource allocation across the customer journey.

You will work closely with the SVP Sales, Operations leadership, Finance, People and the executive team to ensure the business has the right people, structure, planning rhythm and operational capacity to scale effectively.

This is initially a hands-on individual contributor role, with the opportunity to help build the planning function as the business continues to grow.

You will play a key role in supporting growth across major enterprise partnerships including Experian, Persimmon Homes, Legal & General and OakNorth.

This is not a traditional planning role. You will not simply maintain spreadsheets or produce reports. You will help design the planning infrastructure that allows the business to scale across direct sales, embedded partnerships, adviser capacity, operational workflows and technology-enabled customer journeys.

We are looking for someone highly analytical, commercially aware and operationally strong who can translate data into clear decisions, challenge assumptions and help leadership plan confidently for the next phase of growth.

What You’ll Own

• Capacity and workforce planning across Sales and Operations
• Short, medium and long-range forecasting of lead flow, customer demand and staffing requirements
• Building and maintaining capacity models across teams, channels and specialist functions
• Resource allocation across sales, customer operations and case management teams
• Productivity, utilisation, shrinkage, ramp time and performance analysis
• SLA, pipeline, backlog and operational capacity management
• Scenario modelling linked to growth initiatives, enterprise partnerships, marketing activity and product launches
• Hiring and headcount planning support in partnership with Finance and People teams
• Scheduling, workflow and operational efficiency improvements
• Monitoring forecast accuracy and continuously improving planning assumptions
• Operational reporting, insight and recommendations for leadership
• Identifying bottlenecks, risks and scaling opportunities across the customer journey
• Establishing planning rhythms, reporting packs and decision-making forums as the business scales

What We’re Looking For

• Experience with CRM, BI, workforce management, telephony and operational reporting tools within high-volume sales or contact centre environments
• Strong background in workforce planning, resource management, sales operations and capacity forecasting
• Advanced Excel, modelling and forecasting capability, able to build practical models from evolving or imperfect data
• Strong understanding of productivity, utilisation, shrinkage, ramp curves, SLA management and workforce forecasting
• Analytical and commercially minded, able to translate data into operational decisions and clear recommendations
• Comfortable operating in fast-growth environments where processes and structure are still evolving
• Highly organised, detail-oriented and process-driven, with strong ownership mentality
• Strong stakeholder management skills, with confidence influencing and challenging senior leaders using data and insight

What Success Looks Like

Success in this role will be measured by your ability to improve forecasting accuracy, optimise resource utilisation, maintain service levels and proactively identify capacity risks before they impact performance.

You will bring structure, visibility and operational discipline to planning, helping the business scale efficiently while giving leadership clear insight into capacity, risks and the actions needed to support growth.

Why Join

• Opportunity to help build a category-defining UK homeownership platform
• Backed by major strategic investors and partners
• Significant scale opportunity over the next 3–5 years
• Exposure to enterprise partnerships reaching millions of consumers
• Ability to shape the operational infrastructure of a rapidly scaling business
• High-autonomy, high-impact role with direct executive exposure
• Opportunity to help build and mature a planning function from an early stage