Global Head - Studio & Resourcing Operations

Role: Global Head - Studio & Resourcing Operations

Location: India (Remote working until further notice)

A Little Bit About the Role: 

The Global Head for Resourcing & Operations has overall responsibility for ensuring that there is adequate and capable resource/talent capacity to meet required levels of service and for ensuring that customers are correctly advised on how to match capacity and demand (forecasting), and to ensure the use of existing capacity is optimized. The Global Head for Resourcing & Operations sponsors the capacity management process and has the responsibility for the overall process results. They set the vision, process and plan to deliver the department's OKRs and are responsible and accountable for reviewing the department's structure and defining its resourcing requirements for the future. The Global Head for Resourcing & Operations is also the owner of the entire department performance and accountable for the KPIs of the department. 

What You'll be Doing: 

Strategy and development:  

• Contribute to the creation and implementation of best practice capacity planning vision, strategy and processes to aid and improve operational performance and setting targets and goals to achieve in the discipline 

• Own and set the vision, process and delivery plan for capacity management, defining clear OKRs and milestone-based targets to deliver them 

• Embed data-driven decision-making across the discipline 

• Review, shape and own the future design of the department's structure, defining its resourcing requirements so it can scale efficiently with business needs  

General and Task Management:  

• Ensure that there is sufficient capacity and right skillset to meet clients’ volume demands  

• Keep the Global Leadership Team informed about capacity needs  

• Provide capacity requirements and solutions for new business adopting our services  

• Maintain an overall understanding of current service capacity and trends  

• Work to proactively provide sufficient capacity for service delivery, globally 

• Produce and maintain a global capacity plan  

• Ensure that capacity-related incidents and problems are addressed timely  

• Ensure that the right tools and processes are in place to deliver effective capacity planning and performance monitoring across the organisation  

• Is responsible for monitoring capacity levels, comparing actual levels against targets, and addressing shortfalls  

• Review data and trends and diagnose problems and concerns  

• Manage deviations from the plan that have financial impact  

• Refine tools or processes to continually improve capacity planning so that the organisation can better anticipate customer needs  

• Build and expand a global, contingency resource pool to support flex demands  

• Provide recommendations and insights to the Global Leadership Team on hiring requests based on existing capacity 

• Implement a systematised, proactive approach to resource planning that reduces manual, reactive working and enables the team to scale efficiently 

• Define and manage resource velocity — how quickly the business needs access to quality talent, and how effectively resources must be utilised — to support expected volume and profit targets 

• Develop scalable solutions for talent acquisition and management, including access to a flexible, pre-vetted talent pool  

People Management:  

• Manage, coach and develop a high performing global team that meets agreed objectives, delivers best practice results and works to make continuous improvements  

• Set department objectives/KPIs and review ways in which to enhance the performance of the capacity planning department and add value 

• Establish and maintain an informed, measurable view of departmental performance, including operational efficiency, speed to meet customer needs and customer satisfaction  

• Report of achievement of targets and identify any actions required 

Relationship Management: 

• Collaborates with the internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational requirements   

• Liaise with customers to understand existing and future demand · Regularly communicate plans and forecasts to internal stakeholders and review plans to ensure efficient resource utilisation  

• Attend meetings and update others of issues and concerns, particularly when there is a risk of not meeting customer deman