Associate Director/Group Manager - Capacity Management

Job Title: Associate Director (Based on Fitment)

Solution Line: Aon Business Services

Team: Capacity Management (WFM)

Position Type: Full Time

Work Mode: Hybrid

GCF Level: 45

Cab Facility: Yes

Shift Time: 12:00 PM to 9:00 PM IST

People Manager Role: Yes

REQUIRED EDUCATION AND CERTIFICATIONS CRITICAL FOR THE ROLE

• Bachelor's or master's degree in a relevant discipline. Specific discipline requirements to be confirmed.
• Recognized WFM certification (e.g., WFM Professional / Certified Workforce Planning Professional) and hands-on WFM tool certification (NICE IEX, Verint, Genesys)
• Essential: demonstrated quantitative and advanced analytics capability (advanced Excel / Power Query modelling; statistics, forecasting, or Power BI certification)

WORK EXPERIENCE

• 20+ years (incl. 15+ years in workforce management, forecasting, or capacity planning and 5+ years leading multi-business / multi-site teams)

TECHNICAL SKILLS

• Enterprise hands-on model design covering demand, workload, productivity, shrinkage, service levels, location, and skill mix
• Advanced forecasting and quantitative methods: time-series, regression, causal drivers, seasonality,
• Multi-horizon demand and capacity planning across portfolios; workforce strategy
• Expert Excel model development and assurance: Power Query, advanced formulas, PivotTables, scenario engines, dashboards
• Planning governance, data standards, model risk controls, benefits tracking, and executive decision support

BEHAVIOURAL SKILLS

• Executive presence and ability to influence business, finance, HR, and operations leaders using evidence
• Strategic and commercial thinking while remaining close enough to the data to test and challenge models personally
• Ability to lead change, standardize planning practices, and resolve competing priorities across businesses and locations
• Strong talent leadership — builds a high-calibre WFM capability and succession pipeline
• Clear ownership, intellectual curiosity, and resilience when recommendations challenge established assumptions

JOB OVERVIEW

The Workforce Management Associate Director will set the workforce planning strategy, governance, and operating model across multiple businesses, sites, or geographies. This player-coach role combines senior stakeholder leadership with hands-on expertise in WFM models, forecasting, demand and capacity planning, advanced Excel, and quantitative techniques. The incumbent will establish a single planning methodology, challenge investment and hiring assumptions, and ensure workforce decisions are aligned to service, cost, growth, and transformation priorities.

CORE RESPONSIBILITIES

• Define and own the enterprise WFM strategy, methodology, governance, data standards, model controls, and planning calendar across multiple businesses or sites
• Personally review and, where required, build critical forecasting, demand, and capacity models; challenge assumptions, methodologies, forecast bias, and investment cases
• Integrate long-range business outlook, budgets, transformation roadmaps, automation, location strategy, attrition, hiring, learning curves, and productivity into workforce scenarios
• Chair executive capacity reviews and present clear choices, risks, costs, and service implications to enable hiring, location, skill, vendor, and productivity decisions
• Establish performance measures for forecast accuracy, utilisation, occupancy, shrinkage, capacity adherence, productivity, and plan benefits; drive corrective action across owners
• Lead and develop the WFM organisation, strengthen quantitative and Excel capability, and partner with Finance, HR, Operations, and Technology to mature tools and planning automation

OTHER ROLE DETAILS

• Enterprise WFM Strategy
• Forecasting & Capacity Governance
• Executive Decision Support

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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