Workforce Management Lead

Lead Workforce Management

This Local Workforce Management (WFM) Expertise Lead position is based in the Philippines.

Your role & work environment
The Local WFM Expertise Lead is responsible for responsible for supporting the design, implementation and execution of WFM for CDD globally for all Retail countries executing CDD processes locally or within ING Hubs. The role 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. The lead also oversees hierarchically the WFM activities of the entire Retail Operations in the Philippines. This shared team set-up allows for synergies and a consistent approach for operational and workforce management activities across Retail Operations.

Purpose of the job is to ensure a data-driven, standardized and globally aligned approach to w...