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.
Essential qualifications:
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…