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.