Philippines Job Openings
ING
Workforce Manager
Manila
FULL TIME
October 8, 2024
- Sustain common workforce management tasks (reporting, identifying trends, preparing presentations, training specific to WFM tools and capabilities, capacity planning).
- Forecasting volume and utilizing the forecasted data to create optimized employee schedules and seat allocation.
- FTE and volume management which includes managing peaks and uplifting capacity via overtime and flexible workforce.
- Assigning employees to schedules based on their preferences and business rules and managing intraday activities. Analyzes workflow and staffing work assignments to ensure operational benchmarks are met.
- Monitors the department performance thru reports and raw data. Works directly with the leads to coordinate daily activities across functional units.
- Responsible for accurate reporting of the daily, weekly, and monthly SLAs.
- Incident management - Identifies, documents and reports systems performance issues as they impact the department. Develops partnerships with other internal groups and business units to improve speed of issues resolutions and to recommend improvements.
- Take ownership on risk management for your service area and assess and mitigate financial and Non-Financial risk while executing complex business processes, in order to protect the organization from undue risks.
- Good Understanding for Financial Industry regulatory requirements
- Ability to define escalation procedure for new business lines and enhance existing on a per need basis
- Communicate to a diverse audience in an open, transparent, and convincing manner the organization’s strategy; challenge colleagues to align with the overall Group strategy and relay the macro and micro-trends and reality impacting the organization’s position.
- Thrive in complexity – you are able to succeed despite uncertainty; is highly collaborative, constructive, and results-driven.
- Provides recommendation for capacity improvements based from trends and contribute to annual efficiency target
- Bachelor’s degree
- Well versed in Macro, Database and Power BI
- Must have strong technical and analytical skills, with the ability to think creatively and develop new solutions.
- Experience with design and documentation of the Capacity Management process, policies, rules and guidelines.
- Understand the service level agreements and how these are impacted by capacity.
- 5+ years’ relevant experience in Workforce and Capacity management particularly in the area of Shared Services and BPO industry.
- Possess strong interpersonal Skills – Verbal, Written and Presentation
- Lean and Six Sigma Practitioner is a plus
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