Real Time Analyst

ING Group; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

A global financial institution in Makati is seeking a workforce management specialist. This role involves sustaining workforce tasks, forecasting volumetric data, and managing departmental performance. The ideal candidate should have strong analytical skills and a solid understanding of regulatory requirements in the financial industry. Competitive compensation is offered in a challenging and collaborative environment.

Qualifications

• Strong understanding of workforce management tools and capabilities.
• Experience with capacity planning and forecasting volume.
• Ability to communicate effectively with diverse audiences.

Responsibilities

• Sustain common workforce management tasks and reporting.
• Forecast volume and create optimized employee schedules.
• Monitor departmental performance through reports and data.

Skills

Workforce management

Capacity planning

Incident management

Risk management

Financial regulatory knowledge

Communication skills

Analytical skills

Job description

• Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
• Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
• FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
• Assigning employees to schedules based on their preferences and business rules and managing intraday activities. Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
• Monitors the department’s performance through reports and raw data. Works directly with the leads to coordinating daily activities across functional units.
• Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
• Incident management - Identifies, documents and reports systems performance issues as they impact the department. Develop partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
• Take ownership on risk management for your service area and assess and mitigate financial and non-financial risk while executing complex business processes, to protect the organization from undue risks.
• Good Understanding for Financial Industry regulatory requirements
• Ability to define escalation procedures for new business lines and enhance existing on a per need basis
• Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position.
• Thrive in complexity – you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven.
• Provides recommendation for capacity improvements based on trends and contributes to annual efficiency target