Workforce Management Expert

About the role

ING is hiring a Workforce Management Expert in Manila to support the design, implementation and execution of workforce management practices across its global Customer Due Diligence (CDD) operations. You will work with stakeholders across Retail countries and ING Hubs to build and maintain forecasting and capacity planning models that support thousands of colleagues involved in onboarding, periodic reviews and event-driven reviews. The role sits in the Retail FCP COE Process & Design organization and reports functionally to the Global WFM Lead.

Key responsibilities

• Develop, maintain and continuously improve forecasting and capacity planning models.
• Analyse workload, touch times, capacity requirements and operational performance trends.
• Recommend 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 decisions.
• Gather business inputs and planning assumptions with front office, operations and other stakeholders.
• Support work distribution strategies across teams, locations and geographies.
• Deliver data analysis and reporting that supports strategic planning and financial forecasting.
• Identify efficiency improvements and drive continuous improvement through fact-based decision making.

Required profile

• 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.
• Proven experience in forecasting, workforce planning and capacity management.
• Nice to have: knowledge of the KYC domain, experience supporting large-scale international operations, and exposure to change management and process improvement.

Required skills

• Strong analytical and numerical skills, able to turn data into actionable insights.
• Data analysis and planning tools such as SQL, SAS, Cognos, Python, Think-cell and advanced Excel/VBA.
• Excellent English verbal and written communication.
• Ability to work with stakeholders across countries, functions and cultures.

What we offer

• A role with international exposure and meaningful business impact.
• Opportunities for personal and professional development.
• Collaboration with colleagues across multiple countries in an inclusive environment.

Applications are submitted through the official ING careers site using Workday.