capital - Senior Operations Manager:Planning

Dubai1w ago

In Office Senior EMEA Fintech Payments Operations Manager Business Operations Manager Reporting SQL Python

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. • Financial services, fintech or payments background. • Planning for Customer Support, KYC or FinCrime operations. • Using AI, Python or statistical methods in forecasting.

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.