About this role
Responsibilities:
- Own the capacity planning model, roadmap and KPIs.
- Forecast demand over the next week, month and six months. Separate customer activity, product changes, seasonality and backlogs, and agree assumptions with the teams closest to each source of demand.
- Translate demand into capacity needs using workload, handling time and productivity. Account for skills, hours, absence, attrition, training and ramp-up.
- Build scenarios for growth, launches and disruption, and show the cost and service impact.
- Recommend hiring, redeployment, process and automation actions early enough to cover recruitment and training lead times.
- Align definitions and data with Finance and operational teams, track forecast vs. actual, and improve the models.
- Flag capacity risks early, including skill and time-zone gaps, and keep reporting clear enough for managers to act on.
Requirements:
- 5+ years in capacity planning, workforce management or operations planning in a high-volume environment.
- Hands-on experience building forecasting and capacity models yourself, including seasonality.
- Strong grasp of capacity drivers, scenario planning and sensitivity analysis.
- Record of recommendations that changed hiring or process decisions.
- Experience working with Finance and tracking forecast accuracy over time.
- Advanced spreadsheet skills, SQL or similar, and experience managing direct reports.
Nice to have:
- Financial services, fintech or payments background.
- Planning for Customer Support, KYC or FinCrime operations.
- Using AI, Python or statistical methods in forecasting.