Senior Operations Manager – Planning

About the role

Capital.com is expanding globally and seeks a Senior Operations Manager – Planning to own capacity planning across the organisation. You will forecast demand, translate it into staffing needs and advise leaders on hiring, redeployment and automation.

Key responsibilities

• Own the capacity planning model, roadmap and KPIs, forecasting demand for the next week, month and six months.
• Separate demand sources (customer activity, product changes, seasonality, backlogs) and agree assumptions with relevant teams.
• Convert demand into capacity needs, accounting for workload, handling time, productivity, skills, absence, attrition, training and ramp‑up.
• Build growth, launch and disruption scenarios and show cost and service impact.
• Recommend hiring, redeployment, process and automation actions early enough for recruitment and training lead times.
• Align definitions and data with Finance and operational teams, track forecast vs. actual and continuously improve models.
• Flag capacity risks, including skill and time‑zone gaps, and provide clear reporting for managers.

Required profile

• 5+ years in capacity planning, workforce management or operations planning in a high‑volume environment.
• Hands‑on experience building forecasting and capacity models, including seasonality and scenario analysis.
• Proven record of recommendations that influenced hiring or process decisions.
• Experience working with Finance and tracking forecast accuracy over time.
• Experience managing direct reports.

Required skills

• Advanced spreadsheet skills.
• SQL or similar data query language.
• Python or statistical forecasting methods.
• Familiarity with AI/automation tools for planning.