Senior Workforce Manager - Capacity Planning & BPO Strategy
Core
Design and own the global capacity planning framework and optimize the internal vs. BPO capacity mix for Banking Operations, AML/Fraud, KYC, and Customer Care factories.
Role type
Senior Workforce Manager (Capacity Planning & BPO Strategy)
Builds
Global capacity planning framework, BPO budget view, and cross-factory alignment rituals
Domain
Financial Services / Banking Operations / Business Process Outsourcing
Required skills
Workforce Management (WFM) leadership, BPO vendor management, capacity planning methodology design, budget forecasting, cross-functional influence, contract negotiation
Preferred skills
AI adoption, post-merger integration experience, building centralized operations functions from scratch
Technologies
None explicitly stated
Responsibilities
Design the reference model for volume drivers, FTE requirements, and forecasting cadence; Optimize the balance between internal agents and BPO capacity; Hold the global BPO budget view and interface with Finance; Lead strategic BPO relationships and define invoice validation standards; Enable and align factory-level WFM analysts through governance and monthly alignment rituals
Seniority
Senior, hands-on IC with strategic ownership