WB CDD IQR Lead

REQ-10066484
18/08/2025
Know Your Customer Operations
Taguig, Filippine
ING Hubs

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Job Description:

As a WB CDD IQR Lead, your responsibilities will include, but not limited to, the following:

Lead and manage the WB CDD IQR Team supporting Manila CDU Business Partners for the relevant services in scope.

Know and understand the service/s that you will be managing, including but not limited to the following:
- the nature of the service, scope, service hours
- the Business Partner (COE / main stakeholder), team delivering the service.
- the way of working, how the service is delivered.
- the volumes (inflows of work, outflow or the outputs)
- the metrics (key performance indicators) or how the work is measured.
- the reports required to be submitted in relation to the service.
- other aspects – system access (related access reviews)
Identify and/or drive changes related to the service, whether for –
- Improvement of the service,
- Transformation of the service, or
- Growth of the service
Cover and deliver some of the complex tasks of the team as deemed necessary,
Act as a first point of escalation for team’s BAU issues and help and/or guide the team towards its resolution,
Perform quality or control checks for the processes covered by the team,
Work with Circle Lead/s towards Change execution,
Ensure that reports and discussions related to BAU/service are delivered and completed, and
Oversee and manage various stakeholders.
Provide support to Circle Lead on aspects impacting BAU and/or team performance.

You will contribute to deepen the relevant field of knowledge and expertise within the department to offer customers the very best services possible every day and to contribute to building a more efficient organization with engaged employees, which will result in a shorter time – to – volume of products and services.

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