Principal, Workforce Planning & Analytics

We are seeking a strategic and analytically driven Principal, Workforce Planning & Analytics to lead Convera’s workforce planning, capacity modelling, and demand forecasting across payment operations and customer care. This role ensures the organisation has the right capacity, skills, and cost structure to scale effectively and deliver resilient service.

The role owns the end‑to‑end workforce planning framework, enabling senior leaders to make informed, forward‑looking decisions on staffing, utilisation, service performance, and investment trade‑offs. Operating as a Principal individual contributor, it establishes standards, governance, and tooling, while acting as the organisation’s workforce planning subject matter expert and capability builder.

• Own the workforce planning and capacity modelling framework across Operations.
• Translate demand into staffing and FTE models (shrinkage, skills, productivity, availability).
• Build short, medium, and long‑term capacity plans aligned to forecasts and strategy.
• Model scenarios across demand volatility, automation, productivity, and service levels.
• Identify staffing gaps, surpluses, redeployment options, and workforce risk.
• Lead demand forecasting across operational queues.
• Design and govern models linking demand, capacity, utilization, and service outcomes.
• Deliver executive‑ready analytics and dashboards (Excel, Power BI).
• Lead selection and evolution of workforce planning and forecasting tools.
• Define functional requirements with Operations, Finance, HR, Data, and Technology.
• Evaluate vendors and support business cases and investment decisions.
• Support intraday and short‑term decision making.
• Analyze utilization, adherence, and productivity trends.

• Minimum of 5 years’ experience in workforce planning, capacity modelling, or operational analytics within complex operational environments.
• Proven experience developing demand forecasts and translating them into actionable capacity, staffing, and investment decisions.
• Demonstrated expertise designing and governing analytical models, planning frameworks, and decision support outputs.
• Experience assessing, selecting, or implementing workforce planning or analytics tooling.
• Advanced capability in Excel and Power BI, with experience producing executive‑ready dashboards and analysis.
• Proven ability to engage and influence senior stakeholders using data‑driven insight and clear recommendations.

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. 

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.