Workforce Management Expert

Workforce Management Expert

This Workforce Management Expert position is based in the Philippines.

Your role & work environment

The Workforce Management (WFM) expert is responsible for supporting the design, implementation and execution of WFM for CDD globally for all Retail countries that includes +2000FTE executing CDD processes locally or within ING Hubs. The WFM expert is also responsible for designing and maintaining a strategic forecasting and capacity planning model that enables end-to-end flow management for STP and non-STP cases across all CDD processes: onboarding, periodic reviews and event-driven reviews

Purpose of the job is to ensure a data-driven, standardized and globally aligned approach to workforce and flow management, enabling optimal allocation of work, resource planning, and performance steering. The WFM expert plays a key role in improving operational efficiency, customer experience, and decision-making through predictive modelling and stakeholder engagement

In addition, the WFM expert is responsible for: Driving continuous improvement in customer experience by enabling predictable and consistent service delivery. Ensuring alignment with key stakeholders in Delivery and Operations in the development and execution of the work distribution model across teams and geographies, based on capacity, skills, and volume inflow. Supporting strategic planning and financial forecasting through robust data analysis and modelling.

Scope & Impact

The WFM expert is responsible for all activities in Retail countries relating to:

• Expertise in forecasting and capacity modelling and planning
• Expertise in work distribution and release management
• Expertise in data analytics and performance reporting
• Expertise in stakeholder management and change enablement
• Collaboration with Front Office, Delivery and Operations leadership

You will become part of the Retail FCP COE Process & Design organization functionally reporting to the Global WFM Lead. You will work closely with the Operations Leads of Retail countries and central service location (Hubs) as well as the support functions responsible for process, solutions, and risk.

Your Roles & Responsibilities

As Forecast & Capacity Manager it is your responsibility to:

• Create, maintain, optimize the forecast (including touch times) and capacity model in order to support and guide the Operations leads regarding the required capacity.
• Steer on the numbers of files that need to be manually processed and when by the operational teams.
• Advise on the prioritization of the work to be handled and its timing, taking into account the risk indication for each file.
• Prepare the forecast meeting where decisions are made.
• Responsible for maintaining relationships with relevant departments which can deliver input what is relevant for the forecast (for example Front office and Connecting Tribes KYC).
• Prepare the allocation of the files by the work basket trafficker based on forecast and capacity
• Deliver and realize efficiency (Ops60 and Digi60) targets and committed DP

We are looking for

• You are result-oriented, data driven and decisive: you don’t wait and see but act proactively. You can prioritize, improve and advise on the basis of facts, data and figures. Your strength lies in making sharp analyses and good advice.
• You are brilliant in developing models for, amongst others, an optimal forecasting & capacity model.
• You have over 5 years of experience in a complex operational environment such as: KYC, Mortgages or other overnight file handling departments, handled by various processing units in different countries and cultures.
• Strong analytical skills and numerical understanding, result driven with an eye for improvement potential.
• Experience with tools and techniques for data analysis, forecasting and planning (SQL, SAS, Cognos, Python, Think-cell and Excel up to the level of VBA).
• Knowledge of KYC domain is a plus but not a pre-requisite.
• Excellent level of English, speaking and writing.
• Master's degree in a relevant field, preferably in business administration, data analytics, econometrics, finance or operational research.

What we offer

We offer personal growth with many opportunities to develop yourself further and a position in job grade 16 (subject to final grading by the relevant committee).