Senior Operations Manager (Planning)

Responsibilities

• Planning.
• In this role, you will be responsible for capacity planning across the organization, forecasting demand, and translating it into clear staffing needs.
• You will work closely with operational leaders and Finance, manage a Workforce Management specialist, and use AI and automation to build and run the department's main planning model.
• This position offers a range of benefits, including private health insurance, the option to work abroad, volunteering days, hybrid working, referral bonuses, exciting social events, development and training support, and performance-based bonuses.
• Own the capacity planning model, roadmap, and KPIs, and forecast demand over the next week, month, and six months.
• Translate demand into capacity needs using workload, handling time, and productivity, and build scenarios for growth, launches, and disruption.
• Align definitions and data with Finance and operational teams, track forecast vs. actual, and improve the models.
• Experience working with Finance and tracking forecast accuracy over time
• Planning for Customer Support, KYC or FinCrime operations
• Strong grasp of capacity drivers, scenario planning and sensitivity analysis

Requirements

Using AI, Python or statistical methods in forecasting

• 5+ years in capacity planning, workforce management or operations planning in a high-volume environment
• Record of recommendations that changed hiring or process decisions
• Advanced spreadsheet skills, SQL or similar, and experience managing direct reports
• Financial services, fintech or payments background
• Hands-on experience building forecasting and capacity models yourself, including seasonality