We are looking for a strategic and highly organized Demand Manager to lead our Know Your Customer (KYC) and Customer Support (CS) initiatives. This person will be responsible for managing demand, prioritizing work, and ensuring seamless communication and coordination between Product, Compliance, and Operations teams. The role requires a strong analytical mindset, a deep understanding of financial crime and payment processes, and a proven ability to lead complex, cross-functional programs.

Key Responsibilities:

Demand Governance Ownership

Own structured demand intake framework across all servicing verticals.
Ensure no demand driver is launched without formal intake and visibility.
Maintain centralized demand tracking system.
Enforce release gating standards.

You ensure discipline before impact.

Pre-Launch Validation & Impact Assessment

Lead validation of projected volumes and workload assumptions.
Partner with Planning to quantify FTE and cost impact.
Identify structural capacity risks before launch.
Escalate capacity conflicts to executive forums.
Ensure launch sequencing aligns with workforce readiness.

No initiative should reach operations without quantified impact.

Demand Prioritization & Capacity Trade-Off Management

Facilitate structured prioritization when capacity is constrained.
Quantify trade-offs between compliance urgency, customer impact, cost, and operational risk.
Support structured decision-making across Product and Operations.
Ensure prioritization decisions are documented and traceable.

You bring data-driven structure to difficult decisions.

Post-Launch Monitoring & Attribution Governance

Ensure actual vs expected workload variance is monitored.
Identify initiatives causing SLA or occupancy instability.
Quantify cost impact of demand drivers.
Close the feedback loop with Product and Compliance.
Maintain post-launch reporting discipline.

Demand must be measurable and attributable.

Workforce & Financial Integration

Ensure demand drivers are integrated into mid- and long-term capacity plans.
Validate hiring implications with Capacity Programs.
Provide cost visibility to Finance.
Identify cumulative cost impact of incremental initiatives.
Ensure alignment between growth initiatives and budget discipline.

Demand governance protects margin.

Executive Stakeholder Partnership

Operate as senior partner to Product, Compliance, and Operations leadership.
Provide executive-ready insights on demand pipeline health.
Escalate systemic risk when demand outpaces capacity.
Participate in MBR/QBR governance cycles.

You operate at an executive influence level.

People Leadership & Capability Development

Manage Demand Management Leads or Specialists.
Define discipline standards and performance expectations.
Build analytical maturity within the team.
Ensure structured documentation and governance adherence.
Drive capability uplift in cost impact modeling and FTE estimation.

You build a disciplined demand governance function — not individual contributors.

6–10 years in Operations, Workforce Management, Product Operations, or Program Governance.
Experience operating in complex, multi-vertical environments.
Experience managing cross-functional stakeholders.
Experience in capacity planning or performance governance environments.
Minimum 2+ years of people leadership experience.
High ownership and accountability mindset.
Strong Excel / modeling capability.
Ability to quantify FTE and cost implications.
Strong analytical and structured reasoning.

Desired Skills:

SQL proficiency.
Experience with BI dashboards.
Familiarity with WFM lifecycle.
Understanding of financial planning cycles.

If you’re ready to take on an exciting challenge and make a meaningful impact, we’d love to hear from you! Please submit your resume in English on or before 24th of April 2026.

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