Process Expert Lead

With our “Making the Difference” strategy, ING is addressing significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalisation. Our future aim is to be the next generation digital bank; that provides a customer experience that is clear, convenient, and seamless. Process Management enables easy, uniform and digital processes for execution of the “Making the Difference” strategy.

We’re on the hunt for a Process Expert Lead to join our high performing Process Expert Team in a permanent role based in Sydney.

Our Process Expert team sets up and improves end-to-end customer processes, leading projects throughout the bank to create strong foundations for growth and a scalable organisation.

As a Process Expert Lead, your role will be to initiate and realise improvements in end-to-end processes. You’ll be focused on customer experience, efficiency and risk initiatives and play a crucial role in delivering the best results and the right service that is safe, reliable, easy and simple. You’ll also work closely together with other Process Expert Leads and with all levels within ING, from operations and retail to the Management Team. Strong analytical skills and numerical understanding abilities are essential to be able to apply the right structure in problem analyses and in executing these analyses, as well as in selecting the right root causes and solutions.

Our projects are large-sized, still to be scoped, with expected impact for large departments and entire business units.

What you’ll do

• Lead process improvement initiatives and select the right process improvement approach (e.g. Process Wash, LSS DMAIC).
• Execute operational management/excellence practices in business processes and by identifying areas of improvement and implementing strategies to optimise capacity management while maintaining risks appetite.
• Ensure engagement of stakeholders and facilitate workshops.
• Research and gather data, conduct root cause analysis and statistical analysis, map processes and customer experience and generate options for process solutions.
• Ensure that results are sustainable and identify lessons learned after each project and apply those lessons to the next project.
• Coach teams and managers during the process improvement projects in order to create sustainable results, that the business can continue managing and improving themselves.

What we’re looking for

• Lean Six Sigma Black Belt certification (or equivalent experience) with significant quantifiable project impact to demonstrate your ability to deliver results.
• Strong experience with optimisation, process improvement, the Lean Six Sigma methodology or managing culture change within any industry.
• An excellent academic track record, including a Bachelor's degree in a relevant field or equivalent work experience. 
• Excellent analytical and data presentation skills, including sound knowledge of Excel and PowerBI.
• Demonstrated experience with process mapping and the relevant tools and governance around it.

What’s in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  

Sound like the kind of place you’d feel at home? We’d love to hear from you. 

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more?
Contact Rachel Yuen on rachel.yuen@ing.com

Applications close Wednesday 19th March.

Still in two minds?

At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.

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