WFM Global Capacity Planning Lead
Saint-Ouen, 93, FR, 93400
The Global Capacity Planning Lead is accountable for defining and governing the global Workforce Capacity Planning strategy across all Business Units and Lines of Business.
The role ensures the organization has the right workforce capacity, capabilities and staffing strategies in place to meet operational, financial and customer commitments across short, medium and long-term planning horizons.
Acting as the global functional owner for Capacity Planning, the position defines methodologies, governance frameworks, performance standards and workforce investment principles, ensuring consistency and scalability across the organization.
Working closely with Operations, Finance, HR and Business Leadership, the Global Capacity Planning Lead translates demand, growth objectives and operational priorities into workforce plans, hiring strategies and resource allocation recommendations that support sustainable business performance.
The role combines deep workforce planning expertise, commercial acumen and strategic leadership to influence executive decisions on capacity, cost, service performance and organizational readiness.
What you do
GLOBAL CAPACITY PLANNING STRATEGY
Define and continuously evolve the global Capacity Planning strategy, governance framework and operating model across all Business Units and Lines of Business.
Establish global methodologies, standards and planning principles that drive consistency, scalability and decision-making across the organization.
Translate business objectives, demand forecasts and operational targets into workforce capacity requirements and strategic staffing plans.
Drive long-term workforce investment planning, supporting growth ambitions, operational readiness and financial objectives.
Lead the development of scenario planning, predictive modelling and workforce optimization approaches to support decision-making under uncertainty.
Define and maintain global planning assumptions, capacity planning models and sizing methodologies.
Act as the global functional representative for Capacity Planning within Workforce Management and executive governance forums.
Drive the alignment with Operations and OPS-Finance on staffing plans that meet budget constraints and respect operational targets (service level, reachability etc.).
Partner across Forecasting, Scheduling, Operations, and Finance to ensure an integrated, end-to-end Workforce Management approach.
Act as global SPOC for RSA LoB, ensuring full alignment across planning and operational teams.
OPERATIONAL CAPACITY GOVERNANCE & BUSINESS PARTNERSHIP
Drive consistency and accountability for Capacity Planning activities across all Business Units, geographies and operational environments.
Ensure capacity plans support agreed service, quality and customer experience objectives while respecting budget constraints and workforce availability.
Provide visibility on workforce risks, staffing gaps and capacity constraints, recommending mitigation and contingency plans where required.
Establish governance forums and operating rhythms to review workforce requirements, hiring plans and operational readiness.
Ensure alignment between Forecasting, Capacity Planning and Scheduling functions across the end-to-end Workforce Management value chain.
Promote continuous improvement of planning processes, methodologies and workforce management practices.
Provide executive recommendations on workforce allocation, hiring plans, productivity assumptions and resource optimization opportunities.
Support annual planning, budgeting and workforce strategy discussions by providing robust capacity assessments and scenario analysis.
Evaluate the workforce implications of business growth, transformation initiatives, operational changes and new business opportunities.
Influence senior leadership decisions through data-driven workforce insights, business cases and strategic recommendations.
Certify that capacity plans are fully aligned with volume forecasts and incorporating feedback from scheduling teams for an end-to-end WFM value chain.
Align capacity planning governance with LOB heads, regional ops leaders, and OPS-Finance partners.
Monitor local KPIs (SLA, AHT, ASA, Shrinkage) and drive corrective action at global level.
EXECUTIVE REPORTING & INSIGHTS
Design and deliver executive-level capacity dashboards and FTE sizing reports for senior leadership.
Provide strategic insights and recommendations on workforce optimisation, cost efficiency, and service level delivery risk.
Own the capacity planning performance framework and provide executive visibility on workforce capacity, staffing risks and resource utilization.
Deliver executive dashboards, workforce planning reviews and strategic decision papers for senior stakeholders.
Translate complex workforce analytics into actionable recommendations supporting business and operational decisions.
Provide transparency on workforce investment effectiveness, capacity performance and future workforce requirements.
Present workforce outlooks, staffing scenarios and capacity risks to executive leadership forums and governance committees.
Warrant capacity planning input for business cases, tenders, and new business onboarding processes.
Present capacity outlooks and risk assessments to executive leadership forums and steering committees.
Ensure all capacity data and reporting meet quality, accuracy, and timeliness standards.
PEOPLE LEADERSHIP & DEVELOPMENT
Build and lead a high-performing global capacity planning organization, fostering analytical excellence and business impact.
Build a high-performance, analytically rigorous team culture focused on business impact.
Act as the global representative for Capacity Planning in executive forums and strategic decision-making bodies.
Define capability development priorities and succession plans for the Capacity Planning function.
Drive strong cross-functional collaboration with Operations, HR, Finance, and other WFM functions.
What you bring
EDUCATION & EXPERIENCE
Bachelor's or Master's degree in Operations Research, Business Administration, Economics, Statistics, Engineering, Finance or a related discipline.
Minimum 10 years of experience in Workforce Management, Capacity Planning, Operations Planning, Strategic Workforce Planning or related analytical leadership functions.
Demonstrated experience operating within complex multi-country, multi-business-unit and matrix organizations.
Proven track record developing global planning methodologies, governance frameworks and workforce strategies.
Experience influencing senior stakeholders on hiring strategy, workforce investments, operational performance and cost optimization decisions.
Strong experience leading teams and developing organizational capabilities.
Fluency in English required; additional languages are an asset.
TECHNICAL SKILLS
Expert knowledge of Erlang C/A models, capacity planning methodologies, and FTE sizing techniques.
Expert proficiency in Excel (advanced modelling), Power BI, and data visualisation.
Deep familiarity with WFM platform management tools (Verint, NICE, Genesys) and BI tools.
Strong financial modelling and business case development skills.
Knowledge of WFM KPIs: SLA, AHT, ASA, Shrinkage, Occupancy, Attrition.
COMPETENCIES
Strategic Planning & Workforce Modelling (Expert): Defines and drives global capacity planning strategies by translating business objectives into robust workforce models and scalable operating frameworks.
Business & Financial Acumen (Advanced): Applies strong commercial and financial understanding to balance cost efficiency, service performance, and long-term business sustainability.
Forecasting & Scenario Planning (Advanced): Leverages advanced forecasting inputs and scenario modelling to anticipate demand shifts, assess risks, and enable proactive workforce decisions.
What we offer
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.
102572 | Finance & Accounting | Management | Allianz Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges is what makes us a unique employer. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us. Let's care for tomorrow.
Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.
