Consultant

Provides support to a specific service/product/process by taking on and being responsible for associated organizational/process management related or operational tasks. At this level the process expert is required to process at least 60% of their time and 40% will be used for their role as process expert.Requires high level of proficiency and experience in own discipline. Performs varies tasks in an environment of a medium level of complexity. Familiarity with all aspects of a process, products, operating standards and procedures, company culture and client requirements. Has knowledge of the internal market and integrates this knowledge into day-to-day activity. Understands the mission and vision of the company and how the department contributes to that. Works under general supervision. Acts in line with ING rules and policies.

Main Tasks / Important Responsibilities and Results

Knowledge management

Knows the end-to-end process.

The process expert understands:

* What processes feed into this process (the inputs)?

* What processes rely on output from this process (the outputs)?

* What is the impact of each activity or procedure to the output or to succeeding processes (the process)?

The process experts is the Single Point of Contact (SPOC) for CoE Process Owner, Stakeholders, and Auditors on BAU related queries and issues, and in any BCP events (i.e. System is down). Where a Change Request is raised, the process expert reviews and validates process changes.

Is point of contact for (junior) staff and knows how to transfer knowledge to future expert processors.

Manage knowledge retention and development.

The process expert ensures:

- approved processes are documented in ARIS/Opex approved format, and are regularly reviewed and updated. Any approved process change is incorporated in these documents.

- that process operators know how these documented processes (including changes) operate and have appropriate training and resources to do their jobs well.

- every process operator knows how to detect signs of probable process failure and what to do if an issue appears.

- process maps/data are visible in work area and supplies appropriate materials and information to all process operators, including new hires.

Is point of contact for (junior) staff and knows how to transfer knowledge to future expert processors.

Service Delivery

Coordinates across processes and departments.

Is responsible to ensure that changes to one process do not negatively impact any other process. Changes to a process resulting from an initial process change must be aligned, documented, and trained.

Participation in projects.

Participation in projects as SME for the identified process(es).

Manage quality checks.

Makes sure that all processes/services are executed in one way.

Coordinate and manage testing.

Coordinate and manage UAT testing for identified process(es).

Effectively steers and directs internal/external stakeholders.

Sticks to his/her point of view and expresses it even when faced with resistance.

Takes steps to deal with objections.

Process Management

Monitors process performance with data.

Monitors and analyzes input/output process metrics provided by process operators, documents fluctuations and provides recommendations for improvement.

Leads process enhancement.

Facilitates and initiates a process review based on agreed frequency and/or following an incident. Where necessary, process experts recommend improvements, lead process enhancements and ensure that approved process changes are properly documented. Process experts lead team discussion on process improvements, incidents and errors.

PE facilitates discussions within own department/domain with CoE and locations as participants of the discussion.

Process improvements.

Identification of process improvements through IT changes or lean waves. Involved in decision making on process improvements.