Natasha Buchanan
Peterborough
Summary
Experienced professional with focus on planning and project management. Specialises in developing comprehensive plans that optimise resource allocation and streamline processes. Brings strong analytical skills and collaborative approach to drive successful project outcomes.
Overview
23
23
years of professional experience
Work history
Service Level Planner
Intact Insurance
Peterborough
2022.10 - 2025.11
- Lead the development and delivery of strategic workforce planning, ensuring accurate supply and demand forecasting to meet business objectives.
- Drive operational performance improvements by analysing trends, identifying variances, and implementing data-driven strategies.
- Provide expert guidance on transformation initiatives, proactively assessing risks and delivering robust planning solutions.
- Utilise advanced WFM systems and analytical tools to optimise resource allocation and enhance efficiency across multiple business areas.
- Translate complex data into actionable insights, presenting clear recommendations to senior stakeholders for informed decision-making.
- Collaborate with senior business partners to influence operational strategy and embed best practices in resource planning.
- Produce and present high-quality reports and performance dashboards, ensuring clarity and transparency for stakeholders.
- Foster a culture of agility and collaboration within the planning team, ensuring flexibility to support evolving priorities.
Hybrid Role – Service Delivery Analyst & Service Level Planner Development
Intact Insurance (formerly RSA)
Peterborough
2022.02 - 2022.10
- Implemented a comprehensive workforce planning strategy in Anaplan, accurately forecasting supply by accounting for attrition, secondments, transfers, and maternity leave.
- Optimised resource allocation and scheduling through precise management of IEX data, including agent skills, leadership changes, and shift patterns.
- Led recruitment and onboarding processes, setting up new agents in IEX, updating Anaplan, and aligning shift patterns to operational needs.
- Delivered accurate short- and long-term forecasts, collaborating with FCC on volume projections, shrinkage analysis, and trend reporting to support strategic decisions.
- Enhanced operational efficiency through proactive planning, including 4-week handovers, holiday balance monitoring, and AH/TB management to maintain service levels.
- Developed FTE requirements for peak periods (bank holidays, Christmas, New Year), ensuring adequate coverage while considering agent preferences.
- Built strong stakeholder relationships, facilitating effective communication and collaboration across planning cycles and transformation initiatives.
Service Delivery Analyst
Intact Insurance (formerly RSA)
Peterborough
2017.10 - 2022.10
- Drove SLA performance across multiple departments, improving operational efficiency through real-time decision-making.
- Optimised resource allocation and developed forward-looking plans up to four weeks ahead, ensuring seamless service delivery.
- Managed incident outages effectively, minimising downtime and safeguarding service quality.
- Coached Team Coaches and Contact Managers, enhancing customer service capability and adherence to best practices.
- Delivered clear, concise communication and daily performance updates to stakeholders, promoting transparency and alignment.
- Built strong stakeholder relationships, fostering collaboration and improving planning outcomes.
Service Delivery Manager
The Lettings Hub
2014.09 - 2017.09
Quality Assurance & Brand Standards Executive
The Lettings Hub (formerly The Landlord Hub)
2013.12 - 2014.09
Customer Service Executive
The Lettings Hub (formerly The Landlord Hub)
2012.11 - 2013.12
English / German Customer Service & Claims Advisor
Aquis Insurance Management
2011.04 - 2009.02
Cabin Crew
Ryan Air, Germany
2011.04 - 2009.02
Ryan Air Recruitment Training
ST.James Management for Boeing 737 - 800
2009.01 - 2009.02
Clerk / Admin
Culpeck Insurance GmbH
2009.01 - 2009.02
Clerk / Admin / Sales Consultant
Tax Free Car Sales
2005.11 - 2007.07
Manageress
O’Girke International Insurance & Travel
2002.10 - 2005.10
Skills
- Workforce planning
- Data analysis
- Performance-driven
- Quality-focused
- Cross-functional collaboration
- Problem solving & opportunity identification
Affiliations
- I enjoy playing badminton and training at the gym, which help develop focus, discipline,and teamwork -skills i value in both personal and professional settings. I also like to volunteer at local animal shelters,and recently participated in UWCB event raising money for Happy Doggo.
Timeline
Service Level Planner
Intact Insurance
2022.10 - 2025.11
Hybrid Role – Service Delivery Analyst & Service Level Planner Development
Intact Insurance (formerly RSA)
2022.02 - 2022.10
Service Delivery Analyst
Intact Insurance (formerly RSA)
2017.10 - 2022.10
Service Delivery Manager
The Lettings Hub
2014.09 - 2017.09
Quality Assurance & Brand Standards Executive
The Lettings Hub (formerly The Landlord Hub)
2013.12 - 2014.09
Customer Service Executive
The Lettings Hub (formerly The Landlord Hub)
2012.11 - 2013.12
English / German Customer Service & Claims Advisor
Aquis Insurance Management
2011.04 - 2009.02
Cabin Crew
Ryan Air, Germany
2011.04 - 2009.02
Ryan Air Recruitment Training
ST.James Management for Boeing 737 - 800
2009.01 - 2009.02
Clerk / Admin
Culpeck Insurance GmbH
2009.01 - 2009.02
Clerk / Admin / Sales Consultant
Tax Free Car Sales
2005.11 - 2007.07
Manageress
O’Girke International Insurance & Travel
2002.10 - 2005.10