About the Role
We are looking for a Senior Operations Manager: Planning to build how the company plans the people and skills its operations need as we grow into new products and markets. This role is critical as it involves owning capacity planning across the organization, which includes forecasting demand, such as new customer sign-ups and FinCrime alerts, and translating this information into clear staffing needs. You will leverage AI and automation to build and run the department’s main planning model, providing valuable insights to leaders regarding hiring, redeployment, process improvements, and automation.
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Responsibilities
- Own the capacity planning model, roadmap, and KPIs.
- Forecast demand for the next week, month, and six months. Separate customer activity, product changes, seasonality, and backlogs, agreeing on assumptions with the teams closest to each source of demand.
- Translate demand into capacity needs, accounting for workload, handling time, productivity, skills, hours, absence, attrition, training, and ramp-up.
- Build scenarios for growth, launches, and disruption, detailing the cost and service impact.
- Recommend hiring, redeployment, process, and automation actions proactively to accommodate recruitment and training lead times.
- Align definitions and data with Finance and operational teams; track forecast versus actual results and work to improve forecasting models.
- Identify capacity risks early—specifically skill and time-zone gaps—and ensure reporting is clear enough for managers to act efficiently.
Requirements
- 5+ years of experience in capacity planning, workforce management, or operations planning within a high-volume environment.
- Hands-on experience in building forecasting and capacity models, including understanding of seasonality.
- Strong grasp of capacity drivers, scenario planning, and sensitivity analysis.
- Proven record of making recommendations that resulted in significant changes to hiring or process decisions.
- Experience collaborating with Finance and tracking forecast accuracy over time.
- Advanced spreadsheet skills, proficiency in SQL or similar tools, and experience managing direct reports.
Nice to Have
- Background in financial services, fintech, or payments.
- Experience in planning for Customer Support, KYC, or FinCrime operations.
- Familiarity with using AI, Python, or statistical methods in forecasting.
