Operations Resourcing and Capacity Manager

Quilter

About The Position

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation. Quilter oversees £134.8 billion in customer investments (as of September 2025). It has an adviser and customer offering spanning financial advice, investment platforms, multi-asset investment solutions, and discretionary fund management. The business is comprised of two segments: Affluent and High Net Worth. Affluent encompasses the financial planning business, Quilter Financial Planning, the Quilter Investment Platform and Quilter Investors, the multi-asset investment solutions business. High Net Worth includes the discretionary fund management business, Quilter Cheviot, together with Quilter Cheviot Financial Planning – offering a highly personalised service to private clients, charities, trustees, and professional partners. Quilter Cheviot has presence throughout the UK, Ireland and Channel Islands. At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve, including our colleagues. Our business is transforming, continually modernising, and becoming even more customer centric. So, if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us! Lead the strategic and operational planning for capacity and resource management across Quilter Operations. This role ensures proactive scenario planning for external impacts (market, economic, environmental) and works with the Ops change and readiness teams to assess incoming business change to determine resource requirements, absorption capability, and benefit realization opportunities against a robust data model utilising active ops. The role is critical to delivering best-in-class service through effective demand management and resource optimization.

Requirements

Demonstrated experience in capacity planning, resource management, and operational strategy within financial services or other regulated sectors.
Strong analytical skills with the ability to perform effective scenario planning.
Proficient in workforce management tools, ideally ActiveOps.
Proven leadership in managing multi-disciplinary teams.
Exceptional stakeholder engagement and clear, confident communication skills.

Responsibilities

Develop and maintain short-, medium-, and long-term capacity and resource plans.
Drive team productivity using ActiveOps and collaboration with Team Managers.
Conduct scenario planning for market, economic, and regulatory impacts.
Partner with Change and Readiness teams to assess resource needs for business initiatives.
Lead Flow Leaders in planning and resource allocation across operations.
Manage Surge Team for reactive deployment to address challenges.
Use ActiveOps for forecasting, planning, and performance tracking.
Align capacity plans with service delivery goals.
Provide resource optimisation insights to senior leadership.
Ensure compliance with governance and regulatory standards.
Identify process efficiencies and improve resource flexibility.
Enhance forecasting accuracy and responsiveness to demand changes.
Use RCA to address misalignments between forecast and actuals.

Benefits

Holiday: 182 hours (26 days)
Quilter Incentive Scheme: All employees are eligible to participate in incentive scheme, to incentivise business performance and their contribution.
Pension Scheme: A non-contributory company pension scheme that can be boosted through personal contributions.
Healthcare Cash Plan: Jersey employees only.
Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits, we offer a range of flexible benefits to UK employees that you can choose from and pay for conveniently via a salary deduction.

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