About the Role
We are a leading trading platform that is ambitiously expanding to all corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best and are always in search of exceptional individuals to join our ever-growing talented team.
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We are looking for a Senior Operations Manager: Planning to shape how we plan the people and skills our operations need as we grow into new products and markets.
You will own capacity planning across the organization, covering demand forecasting, including new customer sign-ups and FinCrime alerts, for the next week, month, and six months, translating this into clear staffing needs. Using AI and automation, you will build and manage the department’s main planning model and provide strategic advice to leaders on hiring, redeployment, process improvements, and automation in a timely manner. You will collaborate closely with operational leaders and Finance while managing a team of Workforce Management specialists.
Responsibilities:
- Own the capacity planning model, roadmap, and KPIs.
- Forecast demand over the next week, month, and six months, separating customer activity from product changes, seasonality, and backlogs, and agreeing on assumptions with relevant teams.
- Translate demand into capacity needs by analyzing workload, handling time, and productivity while accounting for skills, hours, absence, attrition, training, and ramp-up.
- Develop scenarios for growth, launches, and disruption, indicating the cost and service impact.
- Recommend actions related to hiring, redeployment, process enhancements, and automation early enough to accommodate recruitment and training lead times.
- Align definitions and data with Finance and operational teams, tracking forecast versus actual performance, and continuously improving the models.
- Identify capacity risks early, including skill and time-zone gaps, and ensure reporting is clear enough for managers to take action.
Requirements:
- Minimum of 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 consideration of seasonality.
- Strong understanding of capacity drivers, scenario planning, and sensitivity analysis.
- Proven track record of recommendations that have influenced 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.
