Global Workforce Forecasting & Capacity Lead

ing; Makati; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

International exposure

Professional development

Collaborative culture

Inclusive environment

Ownership and impact

Job summary

ING seeks a Workforce Management Expert to design and execute WFM practices across its global CDD operations. You will develop strategic forecasting and capacity models, supporting onboarding, periodic reviews, and event-driven assessments for colleagues across multiple hubs and countries.

You will apply data analytics and predictive modelling to optimize work allocation, ensure efficient service delivery, and enable informed business decisions across geographies.

Qualifications

• Master's degree in a relevant field and 5+ years in a complex operational environment such as KYC or high-volume processing.
• Proven forecasting, workforce planning, and capacity management experience.
• Strong numerical and data-to-insights translation skills.
• Experience with data analysis and planning tools listed (SQL, SAS, Cognos, Python, Think-cell, Excel/VBA).

Responsibilities

• Develop, maintain, and improve forecasting and capacity planning models.
• Analyze workload, touch times, capacity requirements, and performance trends.
• Provide recommendations on work prioritization, allocation, and timing based on business needs.
• Support end-to-end flow management for customer due diligence processes.
• Prepare and facilitate forecast discussions for operational decisions.
• Collaborate with front office, operations, and stakeholders to gather inputs.
• Support work distribution strategies across teams, locations, and geographies.
• Deliver data analyses and reports to support planning and forecasting.
• Identify opportunities for efficiency and help hit performance targets.
• Drive continuous improvement through data-driven decisions and stakeholder engagement.

Skills

Forecasting

Workforce planning

Stakeholder management

Analytical thinking

Cross-country collaboration

Education

Master's degree in Business Administration, Data Analytics, Econometrics, Finance, Operational Research, or related field

Tools

SQL

SAS

Cognos

Python

Think-cell

Excel/VBA

Job description

ING seeks a Workforce Management Expert to design and execute WFM practices across its global CDD operations. You will develop strategic forecasting and capacity models, supporting onboarding, periodic reviews, and event-driven assessments for colleagues across multiple hubs and countries.

You will apply data analytics and predictive modelling to optimize work allocation, ensure efficient service delivery, and enable informed business decisions across geographies.