Senior Operations Manager:Planning
Role Overview
Own capacity planning across the organisation as it expands into new products and markets.
Build and run the department's main planning model using AI and automation, advise leaders on staffing and process decisions, and manage Workforce Management specialists.
Partner closely with operational leaders and Finance.
Key Skills for This Role
Full Job Posting
Role overview
Own capacity planning across the organisation as it expands into new products and markets.
Build and run the department's main planning model using AI and automation, advise leaders on staffing and process decisions, and manage Workforce Management specialists.
Partner closely with operational leaders and Finance.
Responsibilities
- Own the capacity planning model, roadmap, and KPIs.
- Forecast demand over weekly, monthly, and six-month horizons, separating customer activity, product changes, seasonality, and backlogs, and align assumptions with relevant teams.
- Translate demand into capacity needs using workload, handling time, and productivity while accounting for skills, hours, absence, attrition, training, and ramp-up.
- Build scenarios for growth, launches, and disruption and show their cost and service impact.
- Recommend hiring, redeployment, process, and automation actions early enough to account for recruitment and training lead times.
- Align definitions and data with Finance and operational teams, track forecast versus actual results, and improve models.
- Flag capacity risks, including skill and time-zone gaps, and provide clear reporting managers can act on.
- Manage Workforce Management specialists.
Requirements
- At least 5 years in capacity planning, workforce management, or operations planning in a high-volume environment.
- Hands-on experience building forecasting and capacity models, including seasonality.
- Strong grasp of capacity drivers, scenario planning, and sensitivity analysis.
- Track 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.
About Capital.com
Capital.com is a trading platform expanding into new products and markets.
Hiring process
- AI tools may support parts of the hiring process, but final hiring decisions are made by humans.
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