Workforce Management Expert

Workforce Management Expert

This Workforce Management Expert position is based in the Philippines.

Your role & work environment

The Workforce Management (WFM) expert is responsible for supporting 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 expert is also 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 expert plays a key role in improving operational efficiency, customer experience, and decision-making through predictive m...