DBNL Business Analyst (Squad Phoenix)

Tribe Know Your Customer (KYC) Services NL is looking for several eager Business Process Analysts (Customer Journey Experts) 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/or 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 economic crime.

Our tribe consists of the following areas:
• Policy team
• KYC Cockpit
• CDD & Digitization
• Transaction Monitoring
• Screening
• Data & Management Information

Your role as KYC Business Process Analyst (Customer Journey Expert)

As a Business Process Analyst you are part of one of our squads within the area CDD & Digitalization. These squads are multidisciplinary teams of 6 to 15 people, both Business Process Analysts and IT developers/engineers.

Within the area you are responsible for the CDD processes for business and/ or private customers. You will work on topics like (mobile) onboarding, the automation of periodic reviews, migration/implementation of the Global application KYCO or customer outreaches to complete our KYC data. You will challenge the current processes and recommend changes to policies, processes, standards, and practices that would improve compliancy, efficiency and customer experience.

You will do this in close collaboration with various squads within and outside our KYC Tribe. You will be in close contact with for example the Policy team, Compliance, Legal and KYC Operations to define the new process. You will collect and analyse data together with your colleagues from the Data & MI area within the KYC Tribe. You will clearly define and refine user stories together with your IT colleagues. You will test the new processes, write workplace instructions, model the process in our BPM tool Aris and implement the changes at for example Client Services or KYC Operations. Along the way you will keep all stakeholders informed of planning and impediments.

What kind of personality are we looking for?

You get energy from working on concrete and tangible results for our customers in a complex and dynamic environment. You know how to prioritise and you have a strong delivery focus, in order to continuously keep improving KYC processes at the benefit of our customers.

Experience/knowledge
Bachelor or Master degree / level
Minimal 3-5 years of relevant work experience
Good understanding of customer needs and digitization, bridging IT and business
Experience in the areas of marketing, product management, channel and process optimisation
Experience in working in an Agile/Scrum team is an advantage
Hands-on and willing to work closely with the Developers and Operations specialists
Experience and knowledge of KYC processes

Skills & Competences
Strong communication skills and excellent team player
Strong stakeholder management skills
Excellent in English
You are proactive, energetic, creative and an out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment and who can also work independently and take accountability
You stimulate interaction and alignment between people, Tribes, Squads and Chapters
You give and ask for constructive feedback
Ability to take responsibility, and deliver realisations based on facts and data
You are Internationally oriented and can easily work in a multicultural environment