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.

Strong 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.

マニュライフとジョン・ハンコックについて
マニュライフ・ファイナンシャル・コーポレーションは、“あなたの未来に、わかりやすさを”を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。

マニュライフは機会均等を是とする雇用主です




マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[email protected]までご連絡をお願いします。

Referenced Salary Location
Toronto, Ontario

Working Arrangement
ハイブリッド勤務

Salary range is expected to be between
$92,900.00 CAD - $142,900.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D; insurance coverage, adoption/surrogacy and wellness advantages, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.

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.

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