- 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
Skills Required
- Good understanding of financial industry regulatory requirements
- Ability to define escalation procedures for new business lines
- Experience with optimizing employee schedules and capacity planning
What We Do
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
