Capacity Manager for KYC Services and Operations

1 week geleden


Amsterdam, Noord-Holland, Nederland ING Voltijd
About the Role

In this dynamic position, you will join our KYC Services and Operations team in the Netherlands, reporting to the Lead WFM. You will work closely with Super Circle leads and Circle leads from Operations teams in NL and central service locations (Hubs), as well as support functions responsible for process, solutions, and risk.

Key Responsibilities
  • Create, maintain, and optimize the forecast and capacity model to support and guide Operations Super Circle leads regarding required capacity.
  • Advise on the prioritization of work to be handled and its timing, taking into account the risk indication for each file.
  • Prepare the forecast meeting where decisions are made.
  • Maintain relationships with relevant departments that can deliver input for the forecast (e.g., Front office and Connecting Tribes KYC).
  • Based on the forecast and capacity, prepare the allocation of files by the work basket trafficker.
Requirements
  • You are result-oriented, data-driven, and decisive, acting proactively and prioritizing based on facts, data, and figures.
  • You are skilled in developing models for optimal forecasting and capacity management.
  • You have over 5 years of experience in a complex operational environment, such as KYC, Mortgages, or other overnight file handling departments.
  • Strong analytical skills and numerical understanding, with a focus on improvement potential.
  • Experience with tools and techniques for data analysis, forecasting, and planning (SQL, SAS, Cognos, Python, Think-cell, and Excel up to VBA level).
  • Excellent level of Dutch and English, speaking and writing.
  • Master's degree in a relevant field, preferably in business administration, data analytics, econometrics, finance, or operational research.
About ING

As a leading financial institution with 60,000 employees and operations in approximately 40 countries, ING offers diverse opportunities for people with initiative who want to help customers take a step ahead in life and business. We encourage progressive, inspiring, diverse, and supportive colleagues to join our team and contribute to our mission.



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