Senior Operations Manager:Planning

About the company

Role overview

Responsibilities

• Own the capacity planning model, roadmap, and KPIs.
• Forecast demand over the next week, month, and six months, considering customer activity, product changes, seasonality, and backlogs.
• Agree assumptions with teams closest to each source of demand.
• Translate demand into capacity needs using workload, handling time, productivity, skills, hours, absence, attrition, training, and ramp-up.
• Build growth, launch, and disruption scenarios and show cost and service impacts.
• 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, and improve models.
• Flag capacity risks, including skill and time-zone gaps, and make reporting clear for managers.
• Manage a Workforce Management specialist.

Requirements

• 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.
• 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.
• Use of AI, Python, or statistical methods in forecasting.

Hiring process note

• AI tools may support parts of the hiring process, but final hiring decisions are made by people.