Operations Analytics Manager
Location - San Francisco, CA Hybrid, three days per week onsite
Employment - Full-time
Compensation - $130,000 $160,000 annual base salary plus a 10% 12% annual bonus
About the Role
Acunor is recruiting an Operations Analytics Manager to own workforce capacity planning for a banking operations team. You'll build forecasts and staffing models, translate the results into hiring and staffing recommendations, and present trade-offs to senior operations leaders. You'll also lead operations analytics initiatives and coordinate delivery with an offshore analytics team.
What You'll Do
Own capacity planning across lines of business. Forecast workload, model productivity, shrinkage and attrition, and translate those inputs into staffing and hiring requirements.
Build and maintain staffing models and what-if scenarios. Track forecast accuracy and refine the methodology with workforce management, finance, and operations leaders.
Lead analyses of operational performance, contact drivers, agent and channel performance, and cost leakage. Build Tableau dashboards and self-service reporting to support decisions.
Scope and prioritize work for the offshore analytics team, review deliverables, and manage timelines, risks, and issues.
Present clear recommendations to senior stakeholders and coach analysts on analytical rigor and business communication.
Required Qualifications
5+ years in operations analytics, workforce management, or capacity planning, including 2+ years leading engagements.
Hands-on experience building workforce forecasts and staffing models.
Advanced SQL, proficiency in an analytical programming language such as Python or R, and experience building Tableau dashboards.
Strong stakeholder management and presentation skills, including the ability to explain model assumptions and recommend actions to senior leaders.
Bachelor's degree in a quantitative or business-related field.
Preferred Qualifications
Experience in financial services, banking, or lending operations, such as collections, servicing, fraud, or origination support.
Hands-on experience with Claude Code or a similar AI coding assistant.