The Workforce Management 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
Job Summary
The Workforce Management 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 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 modelling and stakeholder engagement.
Matching Summary
The Workforce Management 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.
Skills & Requirements
Must-have
Workforce Management expertise
Forecasting and capacity planning model
Data-driven approach
Predictive modelling
Stakeholder engagement
Work distribution model development
Nice-to-have
Result-oriented and decisive
Proactive action
Sharp analysis and good advice
Continuous improvement focus
Key Requirements
Over 5 years of experience
Master's degree in a relevant field
Experience with SQL, SAS, Cognos, Python, Think-cell and Excel VBA