Workforce Management Specialist

4 weeks ago

Makati City, National Capital Region, Philippines ING Group Full time

Role:

  • Sustain common workforce management tasks such as reporting, identifying trends, preparing presentations, training on WFM tools and capabilities, and capacity planning.
  • Forecast volume and utilize forecasted data to create optimized employee schedules and seat allocations.
  • Manage FTE and volume, including handling peaks and increasing capacity through overtime and flexible workforce arrangements.
  • Assign employees to schedules based on preferences and business rules; manage intraday activities. Analyze workflow and staffing to meet operational benchmarks.
  • Monitor department performance through reports and raw data; coordinate daily activities with team leads across units.
  • Ensure accurate reporting of daily, weekly, and monthly SLAs.
  • Identify, document, and report system performance issues affecting the department; develop partnerships to improve resolution speed and suggest improvements.
  • Take ownership of risk management within your service area; assess and mitigate financial and non-financial risks during complex business processes to protect the organization.
  • Understand financial industry regulatory requirements.
  • Define escalation procedures for new business lines and update existing ones as needed.
  • Communicate organizational strategy clearly to diverse audiences; challenge colleagues to align with overall group strategy; relay macro and micro-trends impacting the organization.
  • Succeed in complex and uncertain environments; be highly collaborative, constructive, and results-oriented.
  • Provide capacity improvement recommendations based on trends and contribute to annual efficiency targets.
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