Senior Manager - Capacity Management

Job Title- Senior Manager - Capacity Management Solution Line- ABS Shared Ops Position type- Full Time Work Location- Gurgaon Working style- Hybrid GCF Level- M35 Shift Time- Flexible People Manager role: No

Required education and certifications critical for the role:

• Bachelor’s degree or equivalent years of industry experience.

• Workforce Management certification

• Advanced Excel / Power BI certification.

Required years of experience:

• 12 plus years of experience including 8 plus years in workforce management, forecasting, or capacity planning within complex operations / GCC / shared services

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world. As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

INFORMATION ABOUT THE BUSINESS

Aon is a leading global professional services firm providing a broad range of risk, retirement, and health solutions. Our colleagues provide clients in over 120 countries and sovereignties with advice and solutions that give them the clarity and confidence to make better decisions to protect and grow their business.

GENERAL DESCRIPTION OF ROLE:

The Capacity Management Senior Manager will lead the design and day-to-day operation of workforce planning for assigned businesses. The role converts demand, volumes, productivity, shrinkage, service levels, and seasonality into robust staffing and capacity plans, while maintaining hands-on ownership of forecasting models and advanced Excel-based analytics. The incumbent will partner with Operations, Finance, HR, and business leaders to improve forecast accuracy, optimize capacity, and provide clear workforce decisions and scenarios

JOB RESPONSIBILITIES:

• Own the workforce planning cycle for assigned businesses, integrating demand forecasts, productivity, shrinkage, service levels, attrition, hiring lead times, and financial constraints

• Build, maintain, and independently validate hands-on WFM, forecasting, demand, and capacity models in Excel; document assumptions, data sources, controls, and version history

• Produce rolling forecasts and capacity plans across strategic, tactical, and operational horizons; quantify gaps, surpluses, risks, and cost implications

• Run scenario and sensitivity analysis for demand volatility, transformation, automation, location mix, ramp curves, and changes in operating hours or service levels

• Lead periodic planning reviews with Operations, Finance, HR, and business stakeholders; convert analysis into hiring, redeployment, cross-skilling, overtime, or productivity actions

• Monitor forecast accuracy, capacity adherence, utilisation, occupancy, shrinkage, and productivity; investigate variance and drive continuous improvement in planning quality

SKILLS/COMPETENCIES REQUIRED :

• Commercial judgement — balances customer outcomes, cost, colleague experience, and operational risk

• Ability to challenge assumptions constructively and translate complex modelling into clear decisions

• Strong stakeholder management across Operations, Finance, HR, and senior business leaders

• High attention to detail, model governance, and documentation discipline

• People leadership and coaching capability, with accountability for recurring planning cadences and deadlines

Technical Skills

• Hands-on workforce management modelling: demand, workload, capacity, FTE, shrinkage, occupancy, productivity, and service-level models

• Forecasting techniques including time-series, trend and seasonality analysis, moving averages, regression, scenario modelling, and forecast-accuracy measurement

• Demand and capacity planning across annual, quarterly, monthly, weekly, and intraday horizons

• Advanced Excel: complex formulas, PivotTables, Power Query, data validation, sensitivity analysis, dashboards

• Applied quantitative techniques, data interpretation, root-cause analysis, and executive-ready insight generation

HOW WE SUPPORT OUR COLLEAGUES

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it! Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant, and more valued.

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