Global Process Lead

In your role as Global Process Lead (GPL) in the WB CTO Corporate Customer Data Domain (CCDM) Tribe, you make sure that ING’s key processes deliver competitive advantage and if not, that the right fixes are implemented in a consistent way across functions and locations.  You will work closely with CLT teams across the Wholesale Banking network, ING HUBS teams, process experts, P&L owners of all WB business lines, relevant delivery tribes and process participants across the value chain. Starting point for all initiatives are the needs and expectations of our clients.  

Your role and work environment

As Tribe CCDM our purpose is to transform Wholesale Banking from a product to a customer centric digital organization, with one core customer view (for organization, hierarchy, agreement references, associated individuals, and mandates) and consequently maximize the possibilities of self-servicing in processes for corporate customers.

CCDM is a new organisation with an unprecedented focus on customer data journeys in Wholesale Banking. There will be several challenges to overcome:

• Design, deliver and maintain End2End journeys for customers and ING colleagues across the globe.
• Security and compliancy across customer journeys and IT assets
• Stakeholder alignment to deliver and support the delivery of One Wholesale Bank experience through all WB locations surrounding customer data journeys
• Seducing business stakeholders with best-in-class journeys and undisputed data quality/ownership
• Strategic development upon target technology

As GPL within the CCDM Tribe, you will work on the development of a harmonized ING- experience in a dynamic environment where customer needs, ING needs and STP are central. The CCDM Tribe works with an ING WB-wide scope, in self-managing multidisciplinary teams (squads). Together with other experts within ING's (WB) organization you will work on a joint end-to-end mission.

You will ensure that processes are strategically aligned and designed in a plug ‘n’ play fashion where it could be initiated as a standalone journey by customers and/or colleagues, or as an integrated secondary journey (triggered by another digital journey).

You will share a collective responsibility with your direct CCDM colleagues to improve ING’s performance through the design and implementation opportunities of customer data to better serve and delight customers. You will have an eye on the long-term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the WB organisation on the customer experience across the value chain. You will proactively anticipate dependencies and collaborate across WB Tribes, countries, and other ING organizations as it relates to the customer experience design across products, countries, and channels.

You will work with all the stakeholders of Wholesale Banking working in other product lines, COO, Tech and functions like Risk and Finance. You will be based in Amsterdam.

Your key responsibilities

• Develops process vision, objectives and KPIs.
• Designs, monitors and improves global E2E processes according to customer, business  and legal requirements including the Service & Contracting Framework and product control frameworks.
• Steers fact based on the run and drives change in the E2E value chain (e.g. escalations). Ensures correctness of ICS portal.
• Monitors that consistent and comprehensive dashboards are in place to measure, benchmark and analyze process performance.
• Leads process review boards (incl. ING HUBS Services) and participates/aligns in squads (tribe), also via subject matter experts and local process leaders.
• Prioritizes and decides on improvement initiatives in alignment with process participants; drives process improvements.
• Creates and manages community of subject matter experts, and local process leads in the specific process domain united by the same purpose and way of working.
• Involves appropriate stakeholders in process performance reviews, improvement decisions, planning and implementation of process improvements.
• Reviews process performance and intervenes accordingly.
• Identifies performance gaps and launches remedial initiatives.

We are looking for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast-changing and complex environment. You are resilient and can navigate ambiguity. You are a naturally collaborative person who listens and invests in others to achieve common goals. You like to connect with people and clear communication is a matter-of-course. You love to challenge the status quo and are eager to propose creative solutions to problems. Besides the qualities that are described in the Orange Code, you are an inspiring, approachable person and pioneer of the cross-border culture. As a GPL in the CCDM Tribe you will also need:

• You have a vision and solid knowledge of ING’s strategy, organization and values.
• You have proven affinity with and knowledge of the daily banking needs of our WB  Clients.
• You have a significant track record in driving change and improving end-to-end processes.
• You have a strong consulting background, have worked in different ING areas and you have thorough knowledge of and experience with ING’s international landscape.
• You have (international) experience in complex organizations and a bird’s eye view on ING’s business processes and, risks and associated controls.
• You have a 10 – 15 years’ experience within ING (senior GPLs), a large ING network and you are able to effectively manage senior stakeholders.
• You have an academic or master degree and are fluent in English.

What we offer

There has never been a more interesting time to work at ING and especially CCDM. We’re on a journey that’s centred around our customers and colleagues helping our customers. We are powered by technology and driven by smart, determined people. For this role we offer

• A clear purpose, and a range of flexible compensation and other benefits
• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of the convention

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.