Workforce Management Expert

Location: Manila, One Ayala Tower 2, Philippines

Company

ING is a global banking organization operating in approximately 40 countries with around 65,000 employees.

What you will do

• Develop, maintain, and improve forecasting and capacity planning models for global Customer Due Diligence operations.
• Analyze workload, handling times, capacity requirements, and operational performance trends.
• Recommend work prioritization, allocation, timing, and distribution across teams, locations, and geographies.
• Support end-to-end flow management for onboarding, periodic reviews, and event-driven reviews.
• Facilitate forecast discussions and provide data analysis and reporting for operational and financial planning.
• Identify efficiency improvements and drive fact-based continuous improvement with stakeholders.

Requirements

• 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, high-volume operational environment such as KYC or mortgage operations.
• Proven experience in forecasting, workforce planning, and capacity management.
• Strong analytical and numerical skills with the ability to turn data into actionable insights.
• Experience with SQL, SAS, Cognos, Python, Think-cell, and advanced Excel/VBA.
• Excellent written and verbal English and the ability to collaborate across countries, functions, and cultures.

Nice to have

• Knowledge of the Know Your Customer domain.
• Experience supporting large-scale international operations.
• Exposure to change management and process improvement initiatives.

Culture & Benefits

• International exposure and meaningful impact on a global organization.
• Opportunities for personal and professional development.
• Collaboration with diverse colleagues across multiple countries.
• Inclusive environment supporting ideas, innovation, and continuous learning.
• Autonomy to contribute to the future of workforce management.

Hiring process

• Submit an application through the official ING careers site using Workday.
• Applications should be submitted only through official ING platforms.