The Manager, Capacity Planning & Operational Forecasting will lead the development, governance, and continuous improvement of enterprise‑level capacity planning models that ensure operational scalability, financial alignment, and workforce efficiency across the organization.

This role provides strategic oversight of forecasting, long‑range planning, and scenario modeling, while acting as a key business partner to Finance, Operational Leadership, and Workforce Management.

The Manager will directly lead and coach associates responsible for forecasting and capacity planning, ensuring rigor, consistency, and professional development within the function.

This role will play a critical part in shaping planning strategy, integrating data sources, and delivering insights that guide investment decisions, vendor strategy, and workforce optimization.
**Position Responsibilities:**
**Strategic Planning & Governance**
Lead the development and maintenance of short‑, medium‑, and long‑range capacity plans incorporating demand drivers, productivity assumptions, intake patterns, backlog levels, and operational constraints.

Partner with the Operational Planning & Analysis Director to standardize forecasting practices, planning cycles, and data definitions across business units.

Liaise with Finance to synchronize operational capacity plans with budgets, run‑rate expectations, and financial forecasts.

Conduct variance analysis to identify drivers of over/under‑utilization and recommend mitigation and optimization strategies.
**Data, Modeling & Insights**
Integrate and streamline planning data sources across systems, improving data quality and reducing manual reconciliation.

Build and enhance planning dashboards and forecasting visuals using Power BI; leverage SQL as an asset for scenario analysis and validation.

Support operational leaders with scenario modelling (e.g., volume shifts, staffing changes, productivity improvements, vendor allocation decisions).

Monitor operational trends and capacity risks, providing clear narratives and recommended actions to leadership.

Document planning methodologies, inputs, and governance processes to ensure consistency and repeatability.

Contribute to automation and workflow tool integration that improves planning efficiency and forecasting accuracy.
**People Leadership & Functional Ownership**
Lead, mentor, and develop forecasting & capacity planning analysts, providing coaching, prioritization guidance, and technical skill development.

Establish team standards, quality controls, and repeatable processes to ensure forecasting accuracy and planning discipline.

Represent the Capacity Planning function in cross‑functional forums, influencing executive stakeholders and advocating for planning needs.

Drive continuous improvement in planning methodologies, including adoption of advanced modeling techniques, automation, and tool enhancements.
**Strategic Influence & Stakeholder Partnership**
Advise leaders on the operational and financial impacts of strategic initiatives, sales growth targets, and vendor strategy.

Translate complex planning insights into executive‑ready materials for leadership, Finance partners, and governance committees.





Serve as a trusted advisor to Operational Leadership on workforce optimization, service‑level implications, and long‑term labor strategy.
**Required Qualifications:**
7–10 years of experience in capacity planning, forecasting, workforce planning, operational analytics, or strategic planning.

Solid understanding of forecasting methodologies (workload‑to‑FTE modeling, regression/driver‑based forecasting, scenario planning).

Demonstrated ability to interpret operational trends and link impacts to cost, capacity, and service performance.

Experience partnering with Finance to align operational plans with budgets and forecasts.

Proficiency in Power BI for planning dashboards and analytics; SQL knowledge is an asset.

Strong analytical problem‑solving skills and ability to work across complex datasets.

Excellent communication and stakeholder influence skills, including development of executive‑ready narratives.

Ability to operate independently, manage ambiguity, and lead multi‑cycle planning processes.

Demonstrated people‑leadership experience (formal or informal), including coaching, mentorship, or leading through influence.
**Preferred Qualifications:**
Experience with Amazon Connect, NICE, Verint, or other workforce management/workflow tools.

Familiarity with planning in multi‑day back‑office environments or vendor‑supported operations.

Exposure to Databricks, Azure, or cloud analytics platforms.

Knowledge of financial modeling concepts (volume‑to‑cost translation, budget alignment, run‑rate analysis).

Background supporting digital enablement, automation initiatives, or planning system integrations.
**When you join our team:**
We'll empower you to learn and grow the career you want.

We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we'll support you in shaping the future you want to see.
**#LI-HYBRID**
The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración,



y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Toronto, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$92,900.00 CAD - $142,900.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Manager, Capacity Planning & Operational Forecasting (Toronto)
🏢 Manulife
📍 Toronto