Workforce Management Lead

Lead Workforce Management

This Local Workforce Management (WFM) Expertise Lead position is based in the Philippines.

Your role & work environment
The Local WFM Expertise Lead is responsible for responsible for supporting the design, implementation and execution of WFM for CDD globally for all Retail countries executing CDD processes locally or within ING Hubs. The role 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. The lead also oversees hierarchically the WFM activities of the entire Retail Operations in the Philippines. This shared team set-up allows for synergies and a consistent approach for operational and workforce management activities across Retail Operations.

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 function plays a key role in improving operational efficiency, customer experience, and decision-making through predictive modelling and stakeholder engagement

In addition, the WFM lead 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 Expertise Lead is responsible for all activities in Global FCP and Retail operations in Manila
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 & Improvements organization functionally reporting to the Global WFM Lead, and hierarchically to the Local COE Lead within Retail FCP.
You will lead a team of WFM experts based in ING Hubs Philippines working on Global CDD and other Retail Operations requirements. As a 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:
• Develop and propose long term WFM Target Operating Model and plans aligned with the priorities of Global FCP and Retail Operations in the Philippines, initiate key changes for the WFM processes including forecast, planning and distribution.
• Deliver and realize efficiency (Ops60 and Digi60) targets and committed DP
• Ensure consistent, high-quality execution of WFM processes aligned with Ops60 targets and based on the OE RAS standards and DP.
• Insights and oversights: develop standards and future vision for reporting to optimize WFM processes and execution.
• Create, maintain, optimize the forecast (including touch times) and capacity model in orderto support and guide the Operations leads regarding the required capacity.
• Advise on the prioritization of the work to be handled and its timing, taking into account the risk indication for each file.
• Lead a team and develop internal expertise to uplift WFM maturity.
• 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).
• Takes the HR responsibility of the direct and indirect reports in the Retail countries and Hubs and makes sure that we attract/retain the right people in the Philippines through functional steering.

• Stakeholder management ranging from KYC leads within countries, Global and local Tribe Leads as well as colleagues within Hubs Operations

We are looking for
• You have an academic degree
• You have a strong experience in a working in a complex global matrix organization, with ability to interact with and drive progress amongst senior stakeholders
• You have a proven track record in managing the global capacity plan for operational teams, including FTE forecasting and optimization pipeline for budget purposes, and
• You have over 7+ 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.
• Proven process management skills and ability to translate process performance into metrics (e.g. lean six sigma black belt certification and experience) ,
• You have an efficiency and automation-oriented mindset with a proven track record of designing tools and solutions for improvement of operations processes and MI.
• 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.
• You have excellent communication, presentation, networking and influencing skills
• You have proven leadership competencies, and you demonstrate self-awareness.
• You are fluent in English (speaking and writing).