Are you result driven, decisive and a forecast & capacity specialist all in one? Are you someone who can’t get enough of improving customer experience? This might be the position for you.
Our customers will always want their experience with ING to be faster, safer, and easier. In FCP it is all about ensuring that we are a compliant and safe bank in the most effective and efficient way, allowing for a predictive, replicable service against the highest customer satisfaction.
The team
In the role of Forecast & Capacity Specialist, you will become part of the department ‘FCP Services and Operations’ for the Netherlands, reporting to the Lead WFM. You are working closely with the Super Circle leads and Circle leads from the Operations teams in NL and central service location (Hubs) as well as the support functions responsible for process, solutions, and risk.
Roles and responsibilities
As Forecast & Capacity Specialist it is your responsibility to:
Create, maintain, optimize the forecast (including touch times) and capacity model in order to support and guide the Operations Super Circle 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 Operation Control Team);
Based on the forecast and capacity prepare the allocation of the files by the work basket trafficker.
How to succeed
You are result oriented, data driven and decisive: you don’t wait and see but act pro-actively. You can prioritize, improve and advise on the basis of facts, data and figures. Your strength lies in making sharp analyses and good advises;
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: FCP, 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 FCP domain is a plus but not a pre-requisite;
Excellent level of both Dutch and English, speaking and writing;
You are in possession of a bachelor degree, preferably in the direction of business administration, econometrics, or operational research.
Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.
The benefits of working with us at ING include:
25-28 vacation days depending on contract
Pension scheme
13th month salary
8% Holiday payment
Hybrid working
Personal growth and challenging work with endless possibilities
An informal working environment with innovative colleagues
About us
Curious about how ING empowers people and businesses to move forward?
Discover what we do and what we can offer you.
Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.