Workforce Management (WFM) is end-to-end accountable for forecasting, planning, release and flow of CDD work in line with the Flow Control operating model.
The WFM Lead for Global CDD leads 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 Lead is 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 Lead 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: realization of operational targets including touch times, throughput, and productivity across CDD Operations. Driving continuous improvement in customer experience by enabling predictable and consistent service delivery. Ensuring alignment with the Delivery and Operations Leads 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.
Specific scope of the role and team includes:
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
The team
You will lead a team of 5-6 FTE based in NL and ING Hubs Philippines. As a lead you will work closely together with KYC leads in Retail countries, Hub leads and a broad range of colleagues in the FCFP domain. You report to the CoE lead Process, Design & Improvements within the global FCFP organization. This Workforce Management Lead position is based in NL.
Roles & Responsibilities
Develop and propose long term WFM Target Operating Model and plans, 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 across Global CDD aligned with Ops60 targets and based on the OE RAS standards and DP.
Owning the business requirements for WFM and being the WFM SPOC towards Delivery organisations.
Insights and oversights: develop standards and future vision for reporting to optimize WFM processes and execution.
Develop and maintain the right KPIs and dashboards to enable the WFM to steer and the Operations teams to have the necessary insights.
Leading a team and developing internal expertise to uplift WFM maturity.
Explain the relationship to the broader organization's mission, vision and values; motivate people to commit to these and to achieve local business goals.
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
How to succeed
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Furthermore, you are a leader who will act as a behavioural role model with focus on delivery and content, displaying the following behaviours and skills:
Master’s Degree or equivalent level
Growth mentality and ability to inspire
Minimal 5 years of experience in KYC or similar role
Proven track record in the area of WFM including in management roles.
Relevant working experience in the area of CDD is a plus
Proven track record in senior stakeholder management and communication.
Proven track record in setting up a WFM operating model and implementation across multiple locations.
Ability to display style flexibility and adapt plan, approach and behavior to the different needs and situations
Strong organizational sensitivity: ability to understand and take into account the underlying issues, opportunities and dynamics of an organization
Ability to take responsibility, steer based on facts and data; managerial courage to question and make decisions
Focus on delivery through collaboration, ability to bring people together to work towards the same purpose
Ability to empower teams to act autonomously, think out of the box and hold them accountable
Ability to simplify complexity and drive operational excellence
Ability to support yourself and other team members in development
Strong resilience: ability to navigate through ambiguity
Experience with Analytical solutions implementations is a plus
What we offer
We offer personal growth with many opportunities to develop yourself further and a position in job grade 19.
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:
A salary tailored to your qualities and experience
25–28 vacation days depending on contract
Pension scheme
13th month salary
8% Holiday payment
Mobility card
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.