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.

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