Capacity Manager- Customer Operations

This is a great opportunity to play a central role in shaping how we plan, forecast, and support the customer experience across our operational teams. You’ll use insight and data to help us make sure we always have the right capacity in place to meet customer demand and deliver consistent, high‑quality service. Working closely with colleagues across the business, you’ll help us make better decisions, manage risk effectively, and support our people to do their best work. You’ll also drive continuous improvement, identifying smarter, simpler ways to manage capacity and improve outcomes for customers. If you enjoy using data to make a meaningful impact, this could be the perfect next step.

• Develop and maintain capacity plans that ensure customer service teams are effectively resourced to meet customer needs.
• Analyse historical trends and forecasting data to anticipate demand and adjust resourcing models accordingly.
• Allocate resources in a way that supports flexibility, service‑level achievement, and consistently strong customer outcomes.
• Monitor key performance indicators and produce clear, actionable insights that inform continuous improvement.
• Partner with customer service, operations, and people teams to ensure capacity planning aligns with business strategy and regulatory expectations.

• Previous experience in capacity management, workforce planning, or managing large operational teams.
• Strong analytical and forecasting skills, with confidence working with large datasets.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams.
• Strong problem‑solving skills and sound decision‑making abilities.
• Knowledge of customer experience and industry best practices in capacity management; ITIL, PMP or equivalent certifications are a plus.

What will you get for this role?

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• A competitive market leading salary depending on skills, experience, and qualifications

• Generous pension (employee contribution matching of up to 14% if you contribute 8%)

• Annual performance related bonus and pay review

• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days

• Generous Health & dental insurance contributions

• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme

• TaxSaver Travel Scheme

• Up to 40% discount for some Aviva products plus discounts for Friends and Family

• Professional qualification support and transparent career progression plans

• Brilliantly supportive policies including parental and carer’s leave

• Flexible benefits to suit you, including sustainability options such as cycle to work

• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others

• We take your wellbeing seriously with lots of support and tools.

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact kate.ohara@aviva.com