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Workforce Planning Manager

Job Details

Apply Job ID R181075 Location: Nottingham
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Workforce Planning Manager

About the role

Delivering good customer outcomes is at the heart of what we do here at Capital One and our operational teams are critical to that. To help deliver on this objective, we are looking for a highly skilled and experienced planning professional to lead our forecasting and mission team responsible for ensuring we have the right people, in the right place, at the right time to ensure delivery for our customers is flawless.

Reporting to the Director of Customer Service Delivery and partnering with the rest of the Operations Leadership Team, you will lead an amazing team that works to make robust planning decisions, both strategic and tactical, to ensure our customer demands are effectively met. 

What you’ll do

  • Lead our forecasting  and mission (real-time management) team responsible for the short,  medium and long range resourcing plans across customer operations

  • Create and champion a culture of coaching and continuous improvement where everyone is focused on achieving results and delivering for our customers

  • Inspire and create an engaged team with a continuous improvement mindset

  • Utilise and analyse data to make key business decisions related to your function

  • Work in parallel with our intent and process teams to understand resourcing implications for the operation and effectively prepare for them to mitigate customer impacts

  • Work in parallel with our change agenda and prepare the operational teams to be set up for success against upcoming initiatives

  • Work in collaboration with our training and recruitment teams to make resourcing recommendations grounded in data

  • Work collaboratively with third party planning teams and offshore suppliers

  • Be active in the industry in order to stay well connected and up to date with the planning landscape 

  • Manage the impact of system incidents and downtime across our operation, making real time decisions to minimise the impact to our customers. 

  • Support incident management procedures including requirement for out of hours escalations on a rotational basis

What you’ll bring

  • Significant experience of leading planning teams both from a long range and short term position, producing forecasts and capacity plans in an operational environment to deadlines

  • Strong in-built analytical mindset, confident with data and excel which enables you to quickly spot trends and opportunities in raw data, understand complex models (Excel based) to enable a continuous improvement based approach 

  • Strong knowledge of systems and methodologies (experience of the Erlang model desirable) associated with forecasting and planning e.g Alvaria and Amazon connect

  • Experience of building a culture that fosters performance and high engagement in a hybrid working environment

  • Excellent communication skills, with the ability to build strong internal and external relationships and the ability to manage multiple stakeholders and effectively 

  • A passion for people leadership and career development

  • Confident judgement to make autonomous decisions

  • Able to identify problems and come up with effective solutions

  • You will be comfortable in adapting to change, embracing bold ideas, and are intellectually curious.

  • Be able to deal with high pressure situations and make real time decisions to best support the business during system and staffing outages. 

Where and how you'll work

This is a permanent position and will be based in our Nottingham offices. Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to. 

We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

  • Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

  • We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

  • Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

  • Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

  • REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

  • OutFront – to provide LGBTQ+ support for all associates

  • Mind Your Mind – signposting support and promoting positive mental wellbeing for all

  • Women in Tech – promoting an inclusive environment in tech

  • EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry


Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).


Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Who We Are

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

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