Operations Resourcing and Capacity Manager

Fixed Term Contract Duration - 10 Months

About the Business

Quilter plc is a leading wealth management business, helping to enable brighter financial futures for every generation.

Quilter oversees £157.4 billion in customer investments (as of August 2026). 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!

About the Role

Level: 4

Department: Operations

Location: Southampton, United Kingdom

Contract: Fixed Term Contract

Contract Length: 12 months

Regulated/Non-Regulated: Non-Regulated

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.

Key Responsibilities:

Strategic Planning

• Develop and maintain a capacity and resource planning framework for short, medium, and long-term horizons for all Operations teams
• Productivity management - working with Team Managers and using Active ops to drive high productivity teams
• Conduct scenario planning for external factors (market volatility, economic shifts, regulatory changes) impacting operational demand.
• Partner with Operations Change and Readiness Teams to assess impact of business initiatives and determine resource absorption or additional needs.

Operational Oversight

• Manage a team of Flow Leaders responsible for planning and resource allocation across all operational teams.
• Oversee the Surge Team, a flexible resource pool deployed reactively to address unforeseen challenges.
• Utilize ActiveOps as the primary tool for forecasting, planning, and performance tracking.

Collaboration & Governance

• Work closely with operational run teams to align capacity plans with service delivery goals
• Provide insight and recommendations to senior leadership on resource optimization and operational resilience
• Ensure compliance with internal governance and regulatory standards in planning processes.

Continuous Improvement

• Identify opportunities to streamline processes and improve resource flexibility.
• Drive initiatives to enhance forecasting accuracy and responsiveness to demand fluctuations.
• Utilise RCA to understand where there are misalignments between demand and supply forecast vs actuals.

Key Outcomes

• Optimized resource allocation across all operational teams, including productivity improvement where possible
• Proactive mitigation of external impacts on service delivery.
• Improved agility and resilience through surge capability.
• Enhanced customer experience through consistent service levels.

About You

• Proven experience in capacity planning, resource management, and operational strategy within financial services or similar regulated environments.
• Strong analytical and scenario planning skills.
• Must be proficient in workforce management tools, specifically ActiveOps.
• Leadership experience managing multi-disciplinary teams.
• Excellent stakeholder engagement and communication skills.

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Inclusion & Diversity

We value diversity and strive to promote inclusivity in all aspects of our culture. We believe in equal opportunities for all, ensuring that no applicant encounters less favourable treatment based on anything but their skills, qualifications, experience, and potential. We celebrate the unique contributions of a diverse workforce and create a respectful, nurturing environment where every colleague can thrive.

Values

Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together ** :** Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.

Core 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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