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Phoenix Group
Phoenix Group
5,001 – 10,000 Employees
FinanceHealthcare InsuranceInsurance
Phoenix Group is a UK-based financial services company focused on long-term savings and retirement, with expertise in closed-book pensions and life insurance. It manages established portfolios that are no longer open to new customers while continuing to serve policyholders through open businesses including Standard Life and SunLife. Its customer brands also include Phoenix Life and ReAssure. Phoenix Group’s teams work across offices throughout the UK, with additional operations in Dublin and Frankfurt, supporting customers, colleagues, and communities across its finance and insurance businesses.
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Demand and Resource Planning Analyst - Phoenix Group, Dublin Hybrid

Join Phoenix Group in supporting Standard Life’s retirement savings operations through demand forecasting, capacity planning, and resource analysis for customer service teams.

IEIreland
€40,000 – €50,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredAnalyst

Description

  • Create short- and medium-term forecasts for processing and telephony workloads
  • Convert demand forecasts into capacity plans, assessing resource needs, availability, constraints, and options
  • Refresh forecasts regularly and flag changes, capacity shortfalls, service risks, and mitigating actions
  • Contribute to recruitment planning, resource allocation, overtime and temporary-support decisions, and prioritisation
  • Develop plans for peak periods, ad hoc requirements, and service recovery
  • Assess the staffing and time effects of operational changes through scenario modelling
  • Support outsourced-provider demand planning through forecast-versus-actual analysis, variance monitoring, and risk escalation
  • Prepare management information and commentary on demand, capacity, forecast accuracy, and operational performance
  • Safeguard data quality and version control across planning models
  • Partner with leaders and stakeholders to turn analysis into practical recommendations that improve customer outcomes and operational efficiency

Requirements

  • Experience with resource planning, demand forecasting, capacity management, management information, or operational planning in a service environment
  • Strong analytical and numerical capability
  • High attention to detail
  • Confidence working with large or imperfect data sets
  • Ability to build, maintain, and explain planning models, forecasts, and assumptions
  • Clear communication skills and the ability to translate analysis into practical insight for non-technical stakeholders
  • Ability to work quickly, balance competing priorities, and adjust plans as circumstances change
  • Strong stakeholder management capability
  • Advanced Microsoft Excel skills, including formulas, pivot tables, data cleansing, scenario modelling, and control checks
  • Experience creating Power BI dashboards, visualising data, analysing trends, and reporting performance
  • Ability to use Power Apps for simple operational apps and forms
  • Ability to use Power Automate for workflows, reminders, approvals, and notifications
  • Experience with SharePoint Online lists, document libraries, version control, and shared operational information
  • Familiarity with Microsoft Lists and Forms
  • Working knowledge of Microsoft Teams, Planner, and Outlook
  • Experience using OneDrive and Microsoft 365 for file management
  • Appropriate use of Microsoft Copilot or M365 Copilot for analysis, summarisation, and productivity
  • Desirable: experience supporting change or project work alongside business-as-usual demand
  • Desirable: exposure to outsourced, third-party, or offshore service delivery models
  • Desirable: experience creating operational dashboards, forecast-accuracy reports, or management performance packs
  • Desirable: awareness of financial services, customer operations, and risk and control requirements

Benefits

  • 10% non-contributory pension, with matching contributions of up to a further 2%
  • Employer-funded industry qualifications
  • Lunch allowance
  • Hybrid working arrangement
  • Flexible working options
  • Benefits designed to support different circumstances in life
  • Recruitment-process adjustments where required

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