About the Opportunity Job Type: Permanent Application Deadline: 24 November 2025 Title WFM/Capacity Planning Manager Department Global Platform Solutions Location Kingswood Reports To Senior Manager Performance and Planning Level Manager We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you are part of something bigger. Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more. As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. About your team The Performance & Planning team plays a pivotal role in enabling enterprise-wide decision-making across Fidelity. Operating at the intersection of strategy, data, and operations, the team delivers insights that drive capacity optimisation, performance forecasting, and benefit realisation. Recent initiatives include the rollout of Active Ops across GPS and ISS, the development of enterprise dashboards, and strategic collaboration to align planning capabilities globally. The team is known for its cross-functional engagement, stakeholder coaching, and commitment to operational resilience. About your role Collaborate across geographies to develop and maintain medium to long-term capacity models that support operational delivery and strategic planning. Design and implement scenario modelling to evaluate the impact of business changes, demand fluctuations, and support resilience planning. Translate complex data into clear, actionable recommendations for senior stakeholders. Work closely with operational teams, Finance, HR, and broader planning teams to ensure alignment of assumptions, data, and performance outcomes. Manage resource tracking against the financial budget. Identify continuous improvement opportunities to enhance modelling efficiency, automation and scalability. Document assumptions, methodologies, and outputs comprehensively. Quantify changes for benefit realisation. About you Demonstrable experience in capacity planning, with a strong understanding of performance expectations. Excellent communication and interpersonal skills, with the ability to convey complex concepts and insights to both technical and non-technical audiences. Significant experience in data management, capacity modelling techniques, and forecasting within operational contexts. Proven experience in managing resources effectively in alignment with financial budgets, ensuring cost-efficiency and optimal allocation of resources to support business objectives. Advanced expertise in data visualisation and statistical analysis using tools such as Microsoft Excel, PowerBI, PowerPoint, and Snowflake, along with familiarity with SQL for database management and data extraction. Strong IT and mathematical skills, including proficiency in handling large datasets, building adaptable models, and applying quantitative methods to real-world scenarios. Knowledge of Workforce Optimisation (WFO) and Workforce Management (WFM) systems, such as ActiveOps, Verint, Genesys or similar, as well as experience with machine learning or AI-driven forecasting techniques. A strategic thinker with an analytical mindset and excellent attention to detail to ensure the integrity, accuracy, and reliability of models that inform business-critical decisions. Strong project management skills, with the ability to lead cross-functional initiatives, and experience in change management and process improvement methodologies, such as Six Sigma or Lean. Feel rewarded For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com. As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.