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Manager,Capacity Planning

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  • Banking & Finance
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Job Details

Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness. Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions. Manage contact forecasting and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies. Build short/long term operational plans for to optimize variable costs associated with staffing Improve performance to plan by identifying, measuring and managing key metrics related to customer service Lead critical projects to improve planning and forecasting efficiency for sales, operations Coordinate with internal and outsourcing network operation teams to meet business service levels Promote process improvement and standardization of processes across all sites in the network. Coordinate with Operations, HR, IT, Ops, Risk, Credit and Finance teams to analyze historical data, forecast capacity parameters, plan for site strategy and create recruitment / training plans Support local site management and workflow teams to optimize staffing requirements. Manage SLA through monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA. Fully leverage existing technology, including global standardization of reporting. Basic qualifications Requires a Masters or Bachelor s degree from a top tier institute in statistics, engineering, mathematics, economics or MBA from Top Tier Institute. At least 3+ years of work experience in Capacity Planning and stakeholder management. Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment. Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability. Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly. Proficient in Microsoft Excel and comfortable in dealing with large amounts of data. High professional standards and strong employee service mentality Ability to maintain confidentiality Presentation and facilitation skills; comfortable in front of small and large audiences Exceptionally high motivational levels and needs to be a self-starter. Good knowledge of MS-Office is a must.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 3-8


Market Research | Marketing Strategy | Product /Brand Management
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