Senior Manager, Forecasting and Capacity Planning

RBC; Mississauga; On-site; CAD 95,000 - 120,000; Full time

Job summary

A major financial institution is seeking a Senior Manager for Forecasting and Capacity Planning. This role leads the delivery of forecasting, planning, and analytics to ensure operational efficiency across various business lines. The ideal candidate will have advanced analytics proficiency, a problem-solving mindset, and experience in workforce management. Join a collaborative team dedicated to providing exceptional advice and support to clients.

Benefits

Comprehensive Total Rewards Program

Leadership development opportunities

Dynamic work environment

Qualifications

• Experience in forecasting and capacity planning
• Ability to anticipate and respond to client needs
• Desire to innovate with curiosity and purpose

Responsibilities

• Lead the implementation of WFM Forecasting and Capacity Planning
• Collaborate with key partners to support strategic decisions
• Prepare and integrate large datasets and implement models

Skills

Advanced proficiency in Workforce Management

Strong analytical and problem-solving skills

Advanced Proficiency in Excel and MS Office

Challenger mindset

Team focus and coaching ability

Education

University degree in a quantitative field

Tools

Python

R

SQL

Job description

Overview

RBC Advice Centre Workforce Management team is hiring a Senior Manager, Forecasting and Capacity Planning to lead the delivery of forecasting, planning, analytics and insights in support of RBC Advice Centre Centres of Excellence and Specialty businesses. The role provides high-frequency forecasting and capacity planning guidance to Senior Leaders, focusing on helping business partners plan the right capacity (number and types of roles) to meet forecasted volumes and workload in hybrid back-office and contact centre environments. This position has direct accountability for the centres of excellence and specialty lines of business and contributes to establishing a new standard of service, including end-to-end Workforce Planning for 5,000+ roles within the Advice Centre.

What will you do?

• Lead the implementation of WFM Forecasting and Capacity Planning for AC COEs (centres of excellence) and specialty groups.
• Lead conversations with business partners to share outcomes and solicit/action stakeholder feedback. Enable data-driven insights to be translated into decisions and actions by telling a convincing story.
• Collaborate with key partners (e.g., Data & Analytics Centre of Expertise) from different platforms to draw data, uncover trends and changing conditions, and tell the story to support strategic and tactical decisions.
• Enable the transformation and standardize modelling for volumes, Average Handle Time (AHT), and Shrinkage within teams and business lines across Workforce Management.
• Design and develop next-generation insights into employee effectiveness and efficiency within different design models, visualize and present these insights, and help leaders to take meaningful actions within a rapidly evolving environment.
• Maintain high-frequency (monthly, weekly) forecasts of incoming volumes and workload for multiple multi-channel teams that roll into your primary business line.
• Use text analytics/Natural Language Processing, social media analytics, Big Data analytics and Machine Learning to predict future workload demand.
• Leverage statistical and machine learning models to test forecasting hypotheses and explore data to identify unforeseen insights.
• Prepare and integrate large and varied datasets and implement statistical and machine learning models using Python, R.

What do you need to succeed?

Must-have

• Advanced proficiency in Workforce Management, forecasting, planning and analytics
• Strong analytical and problem-solving skills and the ability to anticipate and respond to client needs
• Advanced Proficiency in Excel and MS Office
• Challenger mindset with a desire to innovate with curiosity and purpose
• A focus on the team and a passion for empowering and coaching to help others be their best

Nice-to-have

• Proficiency in Python, R, SQL and/or general-purpose programming languages
• University degree in a quantitative field of study (e.g., engineering, mathematics, statistics, etc.)
• Change-orientation with demonstrated behaviours to be bold to create client value and win
• Workforce Management experience with a demonstrated track-record of success

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team

Job Details

• Address: MEADOWVALE BUSINESS PARK, 6880 FINANCIAL DR: MISSISSAUGA
• City: Mississauga
• Country: Canada
• Work hours/week: 37.5
• Employment Type: Full time
• Platform: PERSONAL & COMMERCIAL BANKING
• Job Type: Regular
• Pay Type: Salaried
• Posted Date: 2025-09-25
• Application Deadline: 2025-10-10

Note

Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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