Capacity and Incident Manager

Overview:

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

We are looking for an experienced Capacity Manager of Retail Bank Operations who can oversee productivity by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels.  Determine the best way to utilize employees' productivity skills using techniques and theories of workforce management.

Role:

• Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
• Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
• FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
• Assigning employees to schedules based on their preferences and business rules and managing intraday activities.  Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
• Monitors the department performance thru reports and raw data.  Works directly with the leads to coordinate daily activities across functional units.
• Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
• Incident management - Identifies, documents and reports systems performance issues as they impact the department.  Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
• Take ownership on risk management for your service area and assess and mitigate financial and Non-Financial risk while executing complex business processes, in order to protect the organization from undue risks.
• Good Understanding for Financial Industry regulatory requirements
• Ability to define escalation procedure for new business lines and enhance existing on a per need basis
• Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position.
• Thrive in complexity – you are able to succeed despite uncertainty; is highly collaborative, constructive, and results-driven.
• Provides recommendation for capacity improvements based from trends and contribute to annual efficiency target

Education and Experience: 

• Bachelor’s degree 
• Well versed in Macro, Database and Power BI
• Must have strong technical and analytical skills, with the ability to think creatively and develop new solutions.
• Experience with design and documentation of the Capacity Management process, policies, rules and guidelines.
• Understand the service level agreements and how these are impacted by capacity.
• 5+ years’ relevant experience in Workforce and Capacity management particularly in the area of Shared Services and BPO industry.
• Possess strong interpersonal Skills – Verbal, Written and Presentation
• Lean and SixSigma Practitioner is a plus