Workforce Planning and Operational Insight Manager

Location: Oldbury (Hybrid working, 3 office days per week)

Employment Type: Permanent

Why Join Us?

• Annual bonus, car allowance and private medical insurance.
• Lead workforce planning and operational insight across Road Operations, shaping how capacity and skills meet customer demand.
• Influence decisions on resource, productivity and service resilience alongside the Head of Control Tower and Road Operations leaders.
• Develop a specialist team and contribute workforce insight to strategic planning and change.

Company Description / Business Unit

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years.

Great roadside service depends on having the right people, skills and capacity in place when customers need us. As our Workforce Planning and Operational Insight Manager, you’ll help Road Operations make informed decisions that balance customer outcomes, colleague wellbeing and affordable delivery.

Working within the Control Tower, you’ll lead the approach to forecasting, workforce planning and resource effectiveness. You’ll bring together demand, staffing, skills, cost and performance insight to turn complex choices into clear, practical recommendations for leaders.

You’ll shape both immediate operational plans and longer-term workforce scenarios, influence decisions across Operations, People, Finance, Data and Technology, and lead a specialist team. If you combine analytical judgement with collaborative leadership and the confidence to challenge constructively, this is an opportunity to make your insight count.

Key Responsibilities

• Shape workforce planning across Road Operations so demand, capacity, skills and cost decisions support reliable customer service.
• Lead forecasts, capacity models and scenarios that make resource trade-offs clear and help leaders choose practical, affordable options.
• Turn longer-term plans into staffing, skills and shift requirements that improve productivity while supporting resilience and colleague wellbeing.
• Set effective standards for rostering, scheduling and variable pay controls, strengthening consistency and confidence in workforce decisions.
• Translate operational and financial insight into clear recommendations for senior leaders, challenging assumptions and supporting agreed actions.
• Partner across Operations, People, Finance, Data and Technology to improve data quality, planning measures and the decisions they inform.
• Lead and develop the specialist planning and insight team, while using performance evidence and emerging approaches to improve forecasting and resource effectiveness.

You’ll Bring

• Senior experience in workforce planning, resource management, operational insight or demand and capacity modelling in a complex service environment.
• Practical expertise in forecasting, scenario modelling, workforce supply and demand, performance analysis and data visualisation.
• Experience leading specialist teams and improving planning or operational-control processes with measurable outcomes.
• Sound analytical judgement, with the ability to translate complex information into actionable operational recommendations.
• Confidence influencing senior stakeholders, constructively challenging assumptions and explaining insight to non-technical audiences.
• Strong change-management and governance skills, with attention to data quality, risk and delivery accountability.

Nice to Have

• Advanced forecasting and modelling skills, with experience using Power BI and other analytics tools to support data-driven decision-making.
• Experience using workforce management systems, analytics, automation or AI to improve workforce planning and operational performance.
• Relevant qualifications or demonstrable experience in workforce planning, analytics, operations, project management or change management.

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme