Quality and Process Excellence Expert

REQ-10092914
20/08/2025
Customer Loyalty
Makati City, Filippine
ING Hubs

Dettagli del lavoro

Quality:

responsible in leading the end-to-end establishment and administration of the quality management frameworkanchored to drive operational excellence and service satisfaction of its customers and stakeholders.

MainTasks/ImportantResponsibilitiesandResults

Develop, implement, and maintain the Quality Management Framework to ensure compliance toregulatory requirements of GDPR and operational standards.

Establish quality objectivesand metrics that align with CPS business goals / targets

Ensure the effectiveness of the QMF through monitoring, measuring, and reporting on the key performance indicators.

Collaborate with cross-functional & geographical teams to identifyand mitigate quality risks

Drive root cause analysis and corrective actions to address quality issues and prevent their recurrence.

Recommend insights to CPS management team andwork closely with business manager and process excellence lead to optimizepeople, process, technologyand drive improved CPS performance.

Conduct trend analysisand work with employee journey experts to understand customer expectations to drive their satisfaction with CPS services.

Provide leadership and support for team specific quality audits and investigations.

Effectively communicate updates and developments with CPS members, stakeholders,and management.x

Produce statistical reports and insights on quality performance.

Implement quality policies and processes to ensure a positive and productive work environment.

Lead the weekly / bi-monthly / monthly quality reviews with teams and internal stakeholders.

Process Excellence:

Driving excellent Operations Management practices in accordance to ING Hubs standard principles. Leading CPS wide process optimization and efficiency improvements using multiple methodologies including analytical process modelling, workflow design and automation.

You will intensively useLEAN Six Sigma principles and methodologiesto providetrainings and ensure integrity and consistency in all initiatives and allocated tasks. You will work with operational teams within CPS to analyze, review, identify and document business process improvement opportunities.

General Responsibilities:

Act as a mentor and advocate to country stakeholders and CPSmanagement team to promote and encourage continuous process improvement

Identify, understand and managing inter project dependencies, risks and issues

Delivering progress status reporting to country stakeholders and CPSmanagement team

Provide independent consultation and support in the delivery of CPS change opportunities and recommendations

Acting as a source of structured change management and process improvement expertise

Planning, coordinating, and consulting projects across CPS to ensure delivery in a consistent and effective manner

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