In the role of Forecast & Capacity Manager, you will become part of the department ‘KYC Services and Operations’ for the Netherlands, reporting to the Lead WFM. You are working closely with the Super Circle leads and Circle leads from the Operations teams in NL and central service location (Hubs) as well as the support functions responsible for process, solutions, and risk.

The team
In the role of Forecast & Capacity Manager, you will become part of the department ‘KYC Services and Operations’ for the Netherlands, reporting to the Lead WFM. You are working closely with the Super Circle leads and Circle leads from the Operations teams in NL and central service location (Hubs) as well as the support functions responsible for process, solutions, and risk.

Roles and responsibilities
As Forecast & Capacity Manager it is your responsibility to:

• Create, maintain, optimize the forecast ( including touch times) and capacity model in order to support and guide the Operations Super Circle leads regarding the required capacity.
• Steer on the numbers of files that need to be manually processed and when by the operational teams.

• Advise on the prioritization of the work to be handled and its timing, taking into account the risk indication for each file.
• Prepare the forecast meeting where decisions are made.
• Responsible for maintaining relationships with relevant departments which can deliver input what is relevant for the forecast (for example Front office and Connecting Tribes KYC).
• Based on the forecast and capacity prepare the allocation of the files by the work basket trafficker.

How to succeed

• You are result oriented, data driven and decisive: you don’t wait and see but act pro-actively. You can prioritize, improve and advise on the basis of facts, data and figures. Your strength lies in making sharp analyses and good advises.
• You are brilliant in developing models for, amongst others, an optimal forecasting & capacity model.
• You have over 5 years of experience in a complex operational environment such as: KYC, Mortgages or other overnight file handling departments, handled by various processing units in different countries and cultures.
• Strong analytical skills and numerical understanding, result driven with an eye for improvement potential.
• Experience with tools and techniques for data analysis, forecasting and planning (SQL, SAS, Cognos, Python, Think-cell and Excel up to the level of VBA).
• Knowledge of KYC domain is a plus but not a pre-requisite.
• Excellent level of both Dutch and English, speaking and writing.
• Master's degree in a relevant field, preferably in business administration, data analytics, econometrics, finance or operational research.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm
The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

About us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.