Mohammed Mannan

I provide support to the U.S. and U.K. teams in resourcing for the Insurance and Pensions audit team.

My responsibilities include:

• Managed daily staffing for the entire team, making sure everyone had the right amount of work, and met all client deadlines.
• Built and maintained 6-month and yearly schedules, balancing employee vacation time, training, and project budgets.
• Solved staffing shortages creatively when new projects started or employees left, ensuring that work continued without delays.
• Led weekly meetings with managers to discuss upcoming needs, and make sure the right people were assigned to the right tasks.
• Boosted team productivity by tracking billable hours and moving people to different projects when they had downtime.
• Created weekly reports for senior leadership (PICs and Chief Utilization Officer) to show where the team was spending time, and where we needed more help.
• Identified workload trends early, allowing the firm to rebalance tasks before anyone became burned out or overworked.
• Acted as the main point of contact for any scheduling issues, quickly resolving conflicts between different departments, or managers.
• Built strong relationships across all levels—from staff to partners—to keep communication open and ensure everyone’s availability was accurate.
• Matched staff to projects based on their specific skills and locations, to make sure clients received the best possible service.
• Tracking business requirements: Collaborate with the recruitment team to identify and hire candidates with the necessary skill sets in insurance and pensions.
• Onboarding and Portfolio Planning: Monitor new hires' onboarding processes, and plan their portfolios effectively.
• Resource Planning: Develop short-term and long-term resourcing strategies to ensure clients are matched with the right skills.
• Chargeability Monitoring: Analyze the conversion of resource chargeability into revenue, ensuring optimal financial performance.
• Challenge Forecasting: Anticipate potential challenges, and propose solutions to mitigate impacts on operations.
• Risk and Wellbeing Oversight: Monitor risks associated with resources, and keep counselors and engagement managers informed about their well-being.
• Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
• Mentored junior team members, contributing to their professional growth and skill development.
• Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
• Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
• Established strong relationships with key stakeholders, fostering collaboration and mutual support.
• Streamlined processes for increased efficiency and cost savings within the department.
• Proactively identified areas for improvement, implementing solutions that led to significant cost savings.
• Conducted regular performance evaluations of staff members, providing constructive feedback and identifying areas for growth.
• Leveraged industry best practices to enhance operational efficiency within the organization.
• Improved client satisfaction by consistently delivering high-quality work on schedule.
• Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
• Utilization analysis: Conduct analyses aimed at improving resource utilization.
• Engagement Meetings: Facilitate meetings with engagement partners to present revenue status and forecasts.
• Facilitated training programs for staff development, promoting a culture of continuous improvement.
• Oversaw the implementation of new technologies to enhance productivity and streamline processes.
• Initiated process improvements based on thorough analysis of internal operations data resulting in enhanced productivity levels.
• Managed cross-functional projects, ensuring timely completion and alignment with company objectives.
• Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
• Enhanced team productivity by implementing efficient project management strategies.

• Analysed workload-to-workforce ratios to support financial planning, and prepared monthly productivity summaries for management.
• Conducted actuals vs Targets analysis on workforce metrics to identify risks and opportunities.
• Monitored case workloads for trends, and summarised monthly reports to ensure compliance with BAU tolerances.
• Escalated significant capacity issues and fluctuations as potential risks to SLAs.
• Collaborated with the Business Planning Manager to evaluate financial risks and opportunities related to staffing and investment.
• Developed forecasts using Aspect eWFM tool for various time increments, and optimised staffing schedules to maintain service levels.
• Analysed call volume patterns and maintained performance reports for accurate forecasting.
• Coordinated with team managers to share insights, recommend solutions, and plan for operational impacts such as outages.
• Managed agent schedules, monitored adherence, and generated standard reports while conducting training for new employees.
• Utilised advanced Excel functions for data analysis, created dashboards for productivity reporting, and communicated findings to senior management.
• Utilised data analytics to measure the effectiveness of workforce solutions, driving continuous improvement.

• Analysed workforce efficiency to support effective financial decision-making processes
• Develop monthly productivity summaries for managerial insight
• Analysed performance data to highlight risks and recommend actionable opportunities to stakeholders
• Analysed weekly workload data and reported on monthly productivity levels
• Capacity Management: Escalate significant capacity issues affecting SLAs.
• Financial Assessment: Collaborate on financial risks and staffing opportunities.
• Volume Forecasting: Use eWFM tools for volume projections.
• Staffing Optimization: Align forecasted volumes with available staff.
• Call Volume Analysis: Analyze call patterns for accurate forecasting.
• Collaboration: Share insights with team managers for solutions.
• Impact Planning: Plan for operational impacts by gathering departmental info.
• Schedule Management: Analyze agent schedules to meet service levels.
• Performance Monitoring: Oversee adherence and real-time performance metrics.
• Reporting: Generate reports and manage shift bids.
• Training: Train less experienced colleagues on routine tasks.
• Proactive Planning: Meet deadlines and manage stress effectively.
• Headcount Management: Maintain staffing models for planning.
• Project Leadership: Lead special projects with effective execution.