Capacity Management Program Specialist

The Capacity Management Program Specialist supports the execution governance and control of workforce supply programs across Servicing Scale.

This role ensures that workforce demand signals (FTE requirements ramp plans outsourcing needs) are accurately translated into structured execution. 

In addition this role owns the operational governance of position management within Workday ensuring that:

• Open job requisitions reflect approved capacity plans

• Headcount aligns with forecasted FTE requirements

• No unapproved or excess requisitions remain active

• Workforce visibility in HR systems remains clean and accurate

You act as the control layer between planning decisions and workforce execution ensuring servicing scale is financially disciplined and operationally executable.
 

Duties and responsibilities:

Hiring Pipeline & Workforce Ramp Tracking

• Track FTE demand signals across verticals (CS KYC FinCrime PayOps).

• Monitor hiring pipeline health vs forecast requirements.

• Identify hiring shortfalls or ramp delays.

• Maintain visibility of onboarding timelines vs capacity plan.

• Escalate workforce supply risks to WFM leadership.

Position Management & Workday Governance

• Position Lifecycle Management

• Create and manage positions aligned to approved FTE plans.

• Ensure all job requisitions map directly to validated capacity requirements.

• Monitor open requisitions to prevent over-hiring or duplicate positions.

• Maintain a lean and accurate headcount view in Workday.

Requisition Governance

• Validate that all new job requisitions are backed by an approved capacity plan.

• Reconcile Workday headcount vs workforce plan on a monthly basis.

• Identify discrepancies between planned and actual open roles.

• Ensure no hiring proceeds without formal capacity validation.

Financial Discipline

• Align Workday position count with budget envelope.

• Prevent structural headcount drift.

• Support Finance reconciliation of workforce plans.

Workplace & Infrastructure Coordination

• Track seat capacity and hub readiness for workforce ramp.

• Identify physical capacity bottlenecks.

• Maintain workforce distribution visibility across sites.

Outsourcing & Vendor Ramp Monitoring

• Track vendor headcount ramp vs capacity plan.

• Monitor onboarding timelines for BPO partners.

• Flag misalignment between vendor capacity and demand.

• Support coordination between Vendor Management and WFM.

Capacity Governance Support

• Maintain structured documentation of workforce ramp plans.

• Support monthly and quarterly capacity governance forums.

• Prepare tracking dashboards for leadership reviews.

• Ensure alignment between Planning TA Finance and Workday data.

Risk Identification & Escalation

• Identify early indicators of workforce supply risk.

• Quantify ramp gaps (FTE shortfall vs plan).

• Escalate hiring delays or position misalignment.

• Support mitigation tracking.

Data Integrity & Reporting

• Maintain structured workforce tracking models.

• Validate consistency across TA Planning Finance and Workday.

• Ensure reporting reflects latest locked forecasts.

• Support automation initiatives in capacity tracking.

Qualifications :

Experience

• 24 years in Workforce Management Capacity Planning Talent Operations or Program Management.

• Experience working with HR systems (Workday preferred).

• Exposure to hiring pipeline or headcount governance.

Technical Skills

Mandatory:

• Advanced Excel / Google Sheets

• Experience using Workday or similar HRIS

• Strong data reconciliation capability

• Structured tracking & reporting skills

Strong Advantage:

• SQL knowledge

• BI dashboard exposure

• Experience in workforce capacity environments

Additional Information :

Visa and relocation support available

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Remote Work :

No

Employment Type :

Full-time