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4076 - Senior Manager, Global Resource Management – GOC (Parental Leave Cover)

Role Summary and Impact

The Senior Manager, Global Resource Management will play a key role in supporting the effective planning, deployment and utilisation of talent across the Global Operations Centres (GOCs).

The role will have responsibility for the day-to-day Resource Management of selected GOC Global clients, while also leading key RM activities including utilisation reviews, balanced team management, bench governance and cross-GOC RM projects.

Working closely with Capacity Planners, Staffing Strategists, Talent Acquisition, HR and market teams, the Senior Manager will help ensure client demand is effectively resourced, workforce risks are proactively identified, and RM processes are consistently managed across the GOCs.

The role will act as a key operational partner to the GOC RM Lead, taking ownership of defined areas and escalating strategic, commercial or significant workforce decisions where required.

Key Responsibilities

Global Client Resource Management

Own Resource Management for selected strategic global clients using GOC talent.
Support new global client opportunities and transitions, translating demand into clear resource requirements and staffing plans.
Coordinate staffing requirements across multiple GOC locations and disciplines.
Work with Capacity Planning and Staffing teams to identify appropriate resources and drive open requirements through to fulfilment.
Maintain oversight of the client's GOC workforce, including open roles, upcoming demand, resource movements, backfills and capacity risks.
Establish an effective RM cadence with relevant client and market stakeholders.
Proactively identify resource issues and drive actions to resolution.
Escalate significant commercial, capacity or stakeholder risks to the GOC RM Lead.

Utilisation & Workforce Optimisation

Coordinate regular utilisation reviews across GOC teams.
Identify under-utilisation, over-utilisation and available capacity and work with relevant teams to agree appropriate actions.
Monitor utilisation trends and highlight emerging risks or opportunities.
Ensure actions from utilisation reviews are tracked through to completion.
Support proactive redeployment of available talent against suitable client demand.
Provide concise utilisation insights and exception reporting to the GOC RM Lead.

Balanced Teams

Support regular reviews of team structures across GOC clients.
Identify opportunities to improve team balance, workload distribution and appropriate management oversight.
Work with RM, client and operational teams to address identified team structure or workload issues.
Monitor agreed actions and ensure they are followed through.
Highlight structural workforce issues requiring longer-term intervention.

Bench Management & Redeployment

Own the ongoing coordination and governance of GOC bench activity.
Support the rollout of the existing bench framework across additional GOC locations.
Maintain visibility of available resources and actively connect relevant skills and capacity with upcoming client requirements.
Coordinate appropriate bench project opportunities where immediate billable deployment is not available.
Track bench movements and provide visibility of key risks, ageing cases and redeployment opportunities.
Work with relevant GOC stakeholders to ensure consistent adoption of the bench process.