Strategic WFM & Capacity Planning Lead

Triodos Bank; Driebergen-Rijsenburg; Hybrid; EUR 42,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Six weeks paid annual leave

Company bicycle reimbursement

Education and training opportunities

Free travel on public transport

Job summary

Triodos Bank is seeking a Workforce Management Expert to own the capacity-planning and forecasting cycle for Customer Services. You will translate forecasts into capacity scenarios, advise senior leaders on risks and choices, and collaborate with WFM colleagues to improve methods, governance, and reporting across the group.

You will join the WFM & Insights Team, work with operational leaders, and contribute to elevating planning maturity while maintaining a strong focus on service, productivity,

Qualifications

• Relevant experience in Workforce Management, including forecasting and capacity planning in a customer-service or comparable operational environment.
• Experience developing and embedding WFM processes, governance, or reporting to increase organisational WFM maturity.
• The ability to turn complex operational data into clear insights, scenarios, and recommendations for stakeholders.
• Professional proficiency in English (spoken and written); Dutch is a strong plus.

Responsibilities

• Own the capacity-planning and workforce-forecasting cycle for Customer Services, helping teams remain in control of demand, workload, and staffing requirements.
• Translate demand forecasts into short-, medium-, and long-term capacity scenarios, outlining assumptions, risks, and trade-offs.
• Advise senior leaders on capacity risks, planning choices, and opportunities to improve service, productivity, and resilience.
• Analyse operational data and share clear, actionable insights to inform decisions across Customer Services.
• Improve WFM methods, governance, reporting, and processes, and increase WFM maturity across the organisation.

Job description

Triodos Bank is seeking a Workforce Management Expert to own the capacity-planning and forecasting cycle for Customer Services. You will translate forecasts into capacity scenarios, advise senior leaders on risks and choices, and collaborate with WFM colleagues to improve methods, governance, and reporting across the group.

You will join the WFM & Insights Team, work with operational leaders, and contribute to elevating planning maturity while maintaining a strong focus on service, productivity,