Chapter Lead CJE PSS

Discover ING Hubs

We started out in 2015 as ING’s software development hub – a distinct entity from ING Bank Romania – then steadily expanded our range to include more services and competencies.

Formerly known as ING Tech, as of 2022 we provide borderless services with bank-wide capabilities under the name of ING Hubs Romania and operate from two locations: Bucharest and Cluj.

With the help of 1600 engineers, risk and operations professionals, we offer 150 services in tech, non-financial risk & compliance, audit and retail operations to 24 ING units worldwide.

Our tech capabilities remain the core of our business, with more than 1100 colleagues active in Data Management, TouchPoint Channels & Integration and Core Banking.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged. Work ethics, honesty and knowledge sharing are key to our teams and we’re always looking for like-minded people.

The Mission

ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and settlements services. The PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer.

The PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.

The PSS changes the organization towards a true Services-based organization and to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our eight services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there, the ‘Country onboarding’ Customer Journey Expert comes in.

The PSS Product team provides the Single European Payments Area (SEPA) Credit Transfer services. This includes the existing form of payments in singles and batches and the ‘new’ Instant Payments which is a payment which is processed within 10 seconds 24x7x365.
This CJE- Country Onboarding role has responsibilities on operational level to connect the country at operational and technical level to the central services.

You will be working in the areas of Products, Operations and Technology both on PSS and Country side.

You are based in the Onboarding team of Customer Journey Experts and work day to day with your program team, for example Program Instant Payments, Program Assisted Channels, Program Germany transition etc. The onboarding CJE is the spider in the web, working with Product Lead, Service Owners, Country representatives, Squad Masters, Feature Engineers .

As a CJE ‘Country Onboarding’ you report hierarchically to the Product Lead SEPA Credit Transfer

Your day to day

There are two main sets of activities in your new role

Onboarding the service at country level

• You support the intake of countries together with the services team
• You realize country requirements together with the Feature Engineers
• You advice the Squad Masters on the roadmap for PSS and Country recipient
• You support the Program delivery manager/Country Lead with management reporting

Continuously improve our overall service

• You improve the services country ‘cook book’ to create best practice toolkit
• You advice on required changes to our service catalogue and overall PSS roadmap
• You support Product Lead and Program delivery manager in management reporting

From amanagerial / people leader point of view, you will:

• Ensure the individual development of your team members, so that they can successfully fulfill the new roles and the new processes
• Coach and mentor the team members (be available for them and genuinely care about their aspirations)
• Stimulate a continuous delivery culture in terms of services and working conditions
• Hands-on business activity as member of the CJE team or squad and alignment with Feature Engineers as well as development teams.
• Make sure that the CJE team is able to handle unexpected situations (CJE leaving the company, organisational changes, major incidents on our applications, etc);
• Coordinate the Risk related activities with focus on reusability (some parts of it can be shared by multiple teams);
• Facilitate the growth of the CJE community;
• As part of a cross-border (Amsterdam, Bucharest) team you work together with colleagues in other locations and are Agile/Scrum oriented (dev teams have this way of working) ;
• You help your team develop through coaching, mentoring and constant feedback;
• Create a development plan for all the CJEs so that they constantly improve their skills;
• Together with your IT Area Lead you set targets for the team(s);
• You are responsible for HR related activities 1 to 1 meetings with your team members, defining objectives and conduct yearly performance evaluations
• Grow the team and perform recruitment interviews (technical and/or HR related). You work closely with the recruitment team to attract, onboard and retain top talent
• Think strategically in terms of overall chapter opportunities and contexts for growth (functional knowledge, technical knowledge, ownership for the delivery, autonomy in the wider Tribe context, etc)
• Collaborate closely with the other Chapter Leads and IT Area Leads to improve the maturity of the processes and practices and to facilitate the knowledge sharing across teams

What you’ll bring to the team

As a ‘Country Onboarding’ – Customer Journey Expert CL, you have:

• 2+ years of people management experience
• Experience with program/ project management, preferably in Payments
• Experience with product- and service management and processes
• Experience with working with near/offshore teams is an advantage
• Strong analytical skills and an eye for detail, naturally collaborative person and eager to propose creative solutions to problems
• Bachelor / Master’s degree
• An excellent level of English