Operations Resourcing and Capacity Manager

Fixed Term Contract Duration - 12 Months

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!

Level: 4

Department: Operations

Location: Southampton

Contract: 12 month Fixed Term Contract (Will consider full-time or part-time)

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:

• Develop and maintain short-, medium-, and long‑term capacity and resource plans.
• Drive team productivity using Active Ops 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 Active Ops 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.

• Optimised resource allocation and improved productivity.
• Proactive mitigation of external impacts on service delivery.
• Increased agility and resilience through surge capability.
• Consistent service levels for enhanced customer experience.

• 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 Active Ops.
• Proven leadership in managing multi-disciplinary teams.
• Exceptional stakeholder engagement and clear, confident communication skills.

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