Gateway / Service Management Lead

Who we are: ING Bank NV is a global bank with a strong European base. Our more than 60,000 employees serve around 37 million customers, corporate clients and financial institutions in over 40 countries. Our purpose is to empower people to stay a step ahead in life and in business. The Dublin branch has ~125 staff and focuses on Wholesale Banking only – sector-focused lending, capital structuring and advisory, transaction services and sustainable finance solutions.

We have established a new, strategically important, and high-profile team within ING Wholesale Banking called Global Lending Support (“GLS”). The aim is to help shape the future processes within lending support across the entire global ING Wholesale Banking network.

We are hiring a Gateway Lead responsible for the overall support provided by GLS to 25 ING Wholesale Banking locations. The Gateway Lead ensures seamless integration between GLS and the services recipients i.e. the internal lending teams within ING Wholesale Banking one hand and Tribe Lending, ODCR, Non-Financial Risk, CAS, Finance etc. on the other. This role offers a good opportunity to gain invaluable insights into the entire process of Intra Group Contracting & Service Management that includes sourcing, risk assessments, governance, delivery, service management, charging, business continuity, contingency planning and service reviews.

Who we’re looking for:

• Bachelor’s degree preferred - if possible, in Business, Administration, Compliance, Non-Financial Risk or Management.
• 5+years of Corporate work experience preferably in financial services, sourcing & contracting, account/ service management and related area.
• Good understanding of (international) banking or centralised service function would be beneficial.
• We value resourcefulness, teamwork, and enthusiasm.
• High level of attention to detail coupled with strong organisational and scheduling skills are important.
• Excellent written and spoken English communication skills. You will be working with teams across multiple lines of business based in many different counties so strong communication skills are a must. Developing a healthy internal network is essential. Efficient organisation of time to handle multiple tasks with a methodical approach.
• Energetic, self-motivated person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability
• High resilience, with the ability to handle ambiguity and manage complexity
• Strong IT skills, particularly PowerPoint would be an advantage.

Main Responsibilities

• Acting as a linking pin between the service providers and service recipients across ING Wholesale Banking locations.
• Ensuring service is managed well and is in compliance with ING sourcing policies and EBA guidelines
• Sole responsibility for running service review meetings -> scheduling, PowerPoint preparation, minutes, action points, service performance and upload in ICS Portal.
• Performing Risk & Control Self Assessment for onboarding new tasks and projects. Performing Transfer Impact Assessment when needed. Obtain ODCR & 2nd line’s approval.
• Proactively identify risk events, acting upon risk events escalated to you – engage with business, ODCR and liaise with control functions on remediation actions.  
• Ensuring GLS service is delivered consistently and regularly to service recipients. Periodically test the business continuity and contingency plans, identify deviations (if any) and accordingly improve the plans. Remain updated of any possible events that disrupts the delivery of GLS service
• Assisting the global head of GLS in adequate allocation of resources across the teams and associated recharging.  
• Engaging with ODCR for performing Quality Assurance testing as recommended by control functions.
• Ensuring GLS support to service recipients always follows established governances and service adheres to agreed SLAs
• Delivering an InControl Statement on the services delivered to service recipients
• Delivering required support to internal auditors and external regulatory representatives, whenever needed.