Stephen Brennan

Reporting to the Head of Personal Banking & Operations, responsibilities included delivering resourcing activity for a 1000+ FTE budget while overseeing a £35m+ annual budget, SAP user & technical approvals, reporting and forecasting spend, and adherence to associated policies. Acted as Operations Lead for all channel change programmes including recruitment, infrastructure and cost work streams across multiple change initiatives.

Reporting to the Forecasting & Scheduling Manager, responsibilities included producing accurate short, medium and long term call forecasts and staffing schedules for single and multi-skilled skillsets across a five site contact centre model. Managed a 1000+ FTE budget through recruitment planning and directed call routing requests to reflect business needs. Also acted as a point of contact for sites requiring assistance with business area scheduling and adherence issues.