Workforce Management Expert

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

Workforce Management Expert

Shape the Future of Workforce Planning at a Global Scale

Every customer interaction starts with having the right people, in the right place, at the right time. As a Workforce Management Expert , you'll help shape how ING manages capacity, forecasting, and operational flow across multiple countries and delivery locations. Your insights and models will directly influence decision-making, operational efficiency, and customer experience for large-scale Customer Due Diligence (CDD) operations worldwide.

If you enjoy solving complex challenges through data, influencing stakeholders, and turning insights into action, this could be your next step.

Role Summary

As a Workforce Management Expert, you will support the design, implementation, and execution of Workforce Management practices across ING's global CDD operations. Working with stakeholders across Retail countries and ING Hubs, you will develop and maintain strategic forecasting and capacity planning models that support thousands of colleagues involved in onboarding, periodic reviews, and event-driven reviews.

You will use data, predictive modelling, and operational insights to enable effective workforce planning, optimize work allocation, and support informed business decisions. Your work will help ensure a consistent, efficient, and customer-focused approach to service delivery across geographies.

About the Team

You will join the Retail FCP COE Process & Design organization and functionally report to the Global WFM Lead. The team works closely with Operations Leads across Retail countries and ING Hubs, along with specialists from process, solutions, and risk functions.

Together, you'll drive global standardization, improve operational performance, and build scalable workforce management capabilities that support ING's commitment to helping customers stay a step ahead in life and business.

What You'll Be Doing

• Develop, maintain, and continuously improve forecasting and capacity planning models.
• Analyze workload, touch times, capacity requirements, and operational performance trends.
• Provide recommendations on work prioritization, allocation, and timing based on business needs and risk indicators.
• Support end-to-end flow management for customer due diligence processes.
• Prepare and facilitate forecast discussions to support operational decision-making.
• Collaborate with front office, operations, and other key stakeholders to gather business inputs and planning assumptions.
• Support work distribution strategies across teams, locations, and geographies.
• Deliver meaningful data analysis and reporting that supports strategic planning and financial forecasting.
• Identify opportunities for efficiency improvements and contribute to achieving operational performance targets.
• Drive continuous improvement through fact-based decision making and stakeholder engagement.

Required Skills & Experience

We're looking for someone who combines analytical excellence with a proactive and collaborative mindset.

• Master's degree in Business Administration, Data Analytics, Econometrics, Finance, Operational Research, or a related field.
• At least 5 years of experience in a complex operational environment such as KYC, Mortgages, or comparable high-volume processing operations.
• Proven experience in forecasting, workforce planning, and capacity management.
• Strong analytical and numerical skills with the ability to translate data into actionable insights.
• Experience with data analysis and planning tools such as SQL, SAS, Cognos, Python, Think-cell, and advanced Excel/VBA.
• Excellent verbal and written communication skills in English.
• Ability to work effectively with stakeholders across different countries, functions, and cultures.

Nice to have

• Knowledge of the Know Your Customer (KYC) domain.
• Experience supporting large-scale, international operations.
• Exposure to change management and process improvement initiatives.

What We Offer

At ING, you'll have the opportunity to make an impact on a global organization while continuing to grow your expertise.

• A role with international exposure and meaningful business impact.
• Opportunities for personal and professional development.
• Collaboration with diverse and highly skilled colleagues across multiple countries.
• An inclusive environment where ideas, innovation, and continuous learning are encouraged.
• The freedom to take ownership and contribute to the future of workforce management at ING.

Don't meet every requirement? Don't let that hold you back. Research shows that many talented professionals only apply when they meet every qualification. If this role excites you and your experience is relevant, we'd love to hear from you.