DBNL Business Analyst - Customer Interaction

Tribe KYC Services NL is looking for an eager business process analysts, that can help us making our KYC processes more compliant, efficient and customer friendly.

About the tribe KYC Services

KYC Services aims to minimize the risk of ING becoming involved in money laundering, terrorist financing or other reputational risks. This includes customer onboarding, periodic and event driven reviews, name screening, pre-transaction screening, post-transaction monitoring, and ultimately the offboarding of customers.

By providing policy, process design and tooling, tribe KYC Services contributes to our social role as a gatekeeper to protect our financial infrastructure against financial crime. 

Our tribe consists of the following areas:

• Policy team

• KYC Cockpit

• CDD Journey and CDD Customer Interaction (CI) and Platform areas

• Transaction Monitoring area

• Screening area

• Data & Management Information (MI) area
  

The team

The product team is responsible for delivering the digital analyst driven outreach solution used within KYC Operations as well as the digital generic FEC, FATCA and CRS components used within different onboarding and product opening journeys. Some examples of topics you will be working on are Mobile Onboarding, Digital outreach capability for CRS for Legal entities and the Document Upload feature. You will do this in close collaboration with various squads within and outside our KYC Tribe. 

Roles and responsibilities

As a Business Process Analyst (also known as Customer Journey Expert) you are part of the Product Group () Customer Interaction. The product team consists of 3 multidisciplinary squads of 6 to 15 people, both Business Process Analysts and IT engineers. Within the area you are responsible for delivering digital KYC Customer Interaction solutions that will contribute to a more efficient execution of the KYC processes and an improve the CX of the customer.

You will be in close contact with for example the Policy team, Compliance, and Product Tribes do define new processes or enhancements to existing processes. You collect and analyze data together with your colleagues from the Data & MI area. You will clearly define the solution and refine the relevant features and user stories together with your IT colleagues. As a Business Process Analyst, you make sure the refined user stories are delivered by all relevant parties in accordance with the committed planning. 

You are responsible for guiding and executing the needed test activities, delivering the required risk documentation, and implement the changes. Along the way you will keep all stakeholders informed of planning and possible impediments. 

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

We are looking for an enthusiastic, eager Customer Journey Expert who proactively makes processes more effective, customer-friendly, and efficient, who excels in stakeholder management and has an affinity with KYC. 

• You find it important to deliver the best performance every day in your work. You are naturally curious and want to know the bottom line. 

• You work in a structured way, and you have a personality with which you inspire colleagues to realize concrete improvements. 

• You are proactive, enjoy working together in a team and know how to distinguish main issues from side issues.

• You have completed a study at HBO/WO degree, and 

• you have at least 3 years of demonstrable relevant work experience in the field of process improvement in the financial sector. 

• Experience with KYC is an absolute advantage. 

• Knowledge of the IT landscape within ING is also appreciated.

• Within tribe KYC Services, the official language is English because of several international colleagues. You therefore have excellent oral and written expression skills in both English and Dutch.

You also endorse the values of ING. You are honest, prudent, and responsible. You consider it natural to behave according to these values in your work. Like all ING employees, you are prepared to take the banker's oath. For more information, see https://www.ing.jobs/Global/Careers/Orange-code.htm