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Capacity Planning Manager
About the company
International Workplace Group plc has been at the forefront of the flexible workspace
revolution for more than 30 years. We have made it possible for organisations and individuals
everywhere to take a new approach to the traditional working day. We have over 4,000 locations
across over 120 countries allowing millions of people every day to have a great day at work.
Our customers are start-ups, small and medium-sized enterprises, and large multinationals.
With unique business goals, people and aspirations. They want workspaces and communities
to match their needs. We provide them with choice through our portfolio of brands, covering
serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage
and managed office solutions.
Join us at www.iwgplc.com
Role Summary
The Capacity Planning Manager is responsible for end-to-end workforce capacity strategy
across Finance Operations within the Global Service Centre (GSC). The role ensures optimal
alignment between transaction volumes, service level agreements (SLAs), headcount capacity,
productivity targets, and financial budgets.
This position partners with Tower Leads (R2R, P2P, O2C, FP&A, Tax and Statutory), HR, and
Process Governance teams to proactively forecast demand, prevent backlog accumulation,
and drive sustainable workforce optimization.
Duties and Responsibilities
The Capacity Planning Manager supports Finance Operations through:
• Workforce Capacity Strategy
• Drives Data-Led Demand Forecasting
• Governs Daily Operational Performance
• Optimizes Productivity & Cost Efficiency
• Supports Budget & Leadership Decisions
Key Responsibilities
1. Strategic Workforce & Capacity Planning
• Develop rolling 12–18 month capacity models aligned to business growth.
• Translate transaction volumes and complexity into FTE requirements.
• Model peak periods (month-end, quarter-end, year-end).
• Identify capacity risks and provide mitigation plans.
• Maintain optimal utilization targets (e.g., 80–90%).
2. Demand Forecasting & Volume Analytics
• Analyze historical workload patterns and seasonality.
• Model impact of:
o New entity transitions
o System changes (e.g., ERP/D365 enhancements)
o Automation initiatives
o Scope expansion
3. Productivity & Performance Optimization
• Establish productivity benchmarks per process.
• Monitor backlog trends and SLA adherence vs capacity.
• Recommend structural improvements to improve cost-per-transaction.
• Quantify FTE impact of automation and process redesign.
4. Governance & Reporting
• Build and maintain dashboards on:
o Utilization
o Capacity vs demand gap
o Backlog aging
o Hiring pipeline vs approved headcount
• Present monthly capacity reviews to GSC leadership.
• Support annual budget and headcount planning cycles.
5. Financial & Cost Alignment
• Ensure headcount plans align with approved OPEX budgets.
• Support business cases for:
o Hiring
o Outsourcing
o Staff augmentation
o Automation investments
• Model cost scenarios
6. Stakeholder Management
• Act as central point of contact for capacity governance.
• Collaborate with HR on hiring timelines and ramp-up curves.
• Support Tower Leads with workforce scenario planning.
• Provide data-driven insights to GSC MD / CFOKey Deliverables
• Daily P2P and O2C Performance Dashboard (Country & LOB Roll-up View)
• Backlog & Escalation Aging Tracker (Including Snow Ticket Monitoring)
• Performance Variance & Accountability Reporting Framework
• Dynamic Workforce Capacity Model
• Monthly Capacity Governance Deck
• Hiring & Ramp-Up Plan
• Peak Coverage Strategy
• Productivity Baseline Report
• Annual Headcount Plan
• Automation FTE Impact Tracker
Qualifications and Experience
• Bachelor’s degree in Finance, Business, Engineering, Analytics or related field.
• 6–10+ years’ experience in workforce planning, or Finance Shared Services.
• Strong Excel and financial modeling capability.
• Experience with ERP (SAP, Oracle, Dynamics 365) preferred.
• Power BI or dashboarding experience is an advantage.
• Strong understanding of SLA-driven operations.
Core Competencies
• Advanced analytics & modeling
• Strategic thinking
• Financial acumen
• Process governance mindset
• Risk anticipation
• Strong executive communication skills
IWG and its brands, including HQ, Regus, and Spaces, are equal opportunity, affirmative action employers. We invite applications from all individuals, regardless of ethnicity, gender, disability, religion, or sexual orientation. All applications will be considered and evaluated based on merit. We do not practice unfair discrimination. Preference will be given to suitably qualified individuals from underrepresented groups, according to our Employment Equity Plan, as required by the Employment Equity Act of South Africa.
IWG and its brands, including HQ, Regus, and Spaces, are equal opportunity, affirmative action employers. We invite applications from all individuals, regardless of ethnicity, gender, disability, religion, or sexual orientation. All applications will be considered and evaluated based on merit. We do not practice unfair discrimination. Preference will be given to suitably qualified individuals from underrepresented groups, according to our Employment Equity Plan.
We’ve been made aware that a few job applicants have received messages appearing to come from the IWG recruitment team, claiming that the next step in the hiring process involves a mandatory training course requiring payment. Please be advised that this is false. At no point during our recruitment process are candidates asked to pay for a course or any other service.
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