This interview explores how to rebalance an operation optimised for short-term delivery towards a skills-based, long-term workforce strategy. We cover aligning HR with the business on a shared vision, moving from headcount to capability, and coping with location-based constraints. Practical examples include transparent reskilling deals, an AI-driven skills platform using a single external framework, an open internal talent marketplace, and new roles such as learning architects and skills experts. We discuss integrating HR, finance and sales data to become predictive, how to structure vendor relationships and best-of-breed choices, and the culture shift required – from ambassadors and inspiration days to metrics that prove impact.

Mail and branch banking are shrinking as customers move to digital channels while ecommerce drives parcel growth. Operations face day-to-day staffing volatility as skills needs evolve and vary by location. Tight labour markets and cost pressure limit hiring, pushing organisations to plan long term, reskill at scale, and align transformation with measurable outcomes.

• Balancing day-to-day manpower planning with long-term workforce strategy.
• Building a shared vision with the business – governance, projections, and accountability.
• From headcount to capabilities – designing a single external skills framework.
• AI-driven skills profiling, calibration, matching and an open internal talent market.
• Reskilling at scale – learning architects, skills experts, curation and delivery mix.
• Integrating HR, finance and sales data to predict demand and strengthen hiring.
• Vendor strategy – early adoption, best-of-breed, contracts, and cost control.

• Methods to shift managers from short-term firefighting to long-term planning without losing service.
• A repeatable approach to co-creating a workforce plan with business leaders and the board.
• How to select or consolidate a skills framework and govern quality across the enterprise.
• Practical design of skills profiling, calibration, learning recommendations and internal mobility matching.
• Ways to scale learning cost-effectively using learning architects, curation and vendor partnerships.
• A simple metric set – retention, time-to-fill, capability uplift and business results – to evidence ROI.
• Tactics to create a learning culture, activate ambassadors and communicate a transparent reskilling deal.