Nicola COCHRANE
Lossiemouth,Moray
Summary
Results-driven professional with expertise in workforce planning, commercial operations, and service operations. Demonstrates strong analytical skills and strategic capacity planning proficiency to optimise organisational performance. Adept at stakeholder management, policy implementation, and capacity forecasting, ensuring seamless operational efficiency. Skilled in Microsoft Office and recognised for exceptional interpersonal skills, teamwork, and communication abilities. Committed to leveraging these competencies to drive sustainable growth and operational excellence.
Overview
23
23
years of professional experience
Work History
Resource Manager
Cielo Costa
Remote
05.2023 - Current
- Established and led resource management practice for growing MS Technology consultancy.
- Sourced and implemented new resource planning tool to enhance operational efficiency.
- Created and maintained reporting systems for senior leadership to inform strategic decisions.
- Supported team growth from 25 to 45 members, fostering collaboration across global locations.
- Maintained resource plans while solving capacity issues and ensuring timely delivery of priorities.
- Maximised billable utilisation by tracking time bookings and addressing reporting discrepancies.
- Oversaw resourcing of support tickets to ensure resolution met contract SLAs and project goals.
- Analysed capacity and utilisation data to drive impactful business decision-making.
Resource Planning Specialist
BT / Global Operations
Edinburgh
01.2019 - 01.2023
- Executed resource planning for Customer Services within Global Operations.
- Collaborated with Director and senior executives to provide insights on resource allocation across 3,500 FTE globally.
- Forecasted and managed all TLR-related movements within Customer Services department.
- Established strong relationships with key stakeholders to enhance communication.
- Facilitated review calls with senior leaders to analyse resource movement.
- Documented and reported risks, issues, and mitigation strategies to support business objectives and budget planning.
- Produced ad hoc reports and presentations detailing resource needs by contract, unit, or location.
- Interpreted resource plans for Director and operational leads to aid in strategic decision-making.
Senior Resource Manager
BT / Global Services / Customer Innovation & Design
Edinburgh
01.2015 - 01.2019
- Facilitated timely delivery of Customer ICT demand within budget constraints.
- Managed resource demand across regional Market units to optimise efficiency.
- Acted as primary contact for queries and communications.
- Collaborated with GS CIO strategic team to achieve FTE and financial targets.
- Reviewed demand resource requests with regional leads and resource manager.
- Conducted budget envelope reviews with senior leads to identify discrepancies.
- Liaised with regional demand leads to resolve budget issues through change control.
- Ensured resource utilisation complied with BT standards, escalating issues when necessary.
Senior Resource Manager
BT / Global Services / Customer Innovation & Design
Edinburgh
01.2013 - 01.2015
- Worked in the GS CIO as part of the Strategic Resource management team.
- Managed and reported on critical skills across the planning and supply department.
- Produced documentation to assist key stakeholders in submitting recruitment requirements.
- Drove and challenged a strategic resource plan that defines and addresses new and developing skills requirements.
- Ensured organizational cross-checking and challenge of new requirements and asks in P&SD.
- Created and maintained team SharePoint site.
- Set up a resource forum to allow greater collaboration across TSO.
Senior Delivery Partner
BT
Edinburgh
01.2009 - 01.2012
- Facilitated the delivery of Customer demand to time, budget, and quality within the budget envelope.
- Optimized the utilization, supply mix, location, and productivity of the workforce.
- Produced excellent sector knowledge across MUs.
- Built close relationships with key Market stakeholders.
- Guided MU stakeholders through recruitment approval and change control process.
- Managed resource demand across lines of business and selected other functions.
- Assessed impacts of decisions on budget, headcount, and made key priority calls.
- Managed supply of resources - internal, external, and 3rd party.
- Balanced competing pressures of demands with organizational strategy.
- Constructed long-term and strategic views.
- Worked through business cases for hotspots.
- Educated and informed organization on resource pressures and solutions.
Resource Management
Royal Bank of Scotland
Edinburgh, Contract
01.2005 - 01.2007
- Managed internal resource demand.
- Managed onsite contractors.
- Managed internal resource availability.
Recruitment Agent
Sourcing Partnerships Ltd
Edinburgh
01.2002 - 01.2004
- Responsible for recruiting IT contractors for a large pensions provider.
- Managed day-to-day onsite contractor management.
- Renewed contractors and managed new demand.
Skills
- Workforce planning and forecasting
- Commercial and service operations
- Stakeholder management
- Policy implementation
- Analytical skills
- Interpersonal skills
- Team collaboration
- Microsoft Office proficiency
- Capacity planning and strategy
Custom
- Workforce Planning – highly knowledgeable in end-to-end resourcing.
- Understanding of commercial and service operations interface and work within Global Executive level stakeholder management.
- Experience of working with and operating at executive level with the ability to meet the needs of stakeholders with competing interests.
- Experience creating and implementing policies and procedures.
- Strong analytical skills to interpret complex business data and identify trends.
- Strong interpersonal skills working with diverse professional teams.
- Composure to work in a high-profile team that is results-driven.
- Microsoft Office proficiency.
- Team work
Affiliations
- I enjoy staying active through competitive sailing and running, as well as winding down with reading and cooking. Spending time with my family is also important to me, and I appreciate the balance between adventure and relaxation that these interests bring
Timeline
Resource Manager
Cielo Costa
05.2023 - Current
Resource Planning Specialist
BT / Global Operations
01.2019 - 01.2023
Senior Resource Manager
BT / Global Services / Customer Innovation & Design
01.2015 - 01.2019
Senior Resource Manager
BT / Global Services / Customer Innovation & Design
01.2013 - 01.2015
Senior Delivery Partner
BT
01.2009 - 01.2012
Resource Management
Royal Bank of Scotland
01.2005 - 01.2007
Recruitment Agent
Sourcing Partnerships Ltd
01.2002 - 01.2004
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