Business Intelligence & Operational Management CDD Expert Lead - Retail

Business Intelligence & Operational Management CDD Expert Lead - Retail

The Global KYC organisation is a relatively new organisation in which all KYC related capabilities are combined into a functionally steered organisation. This with the aim to maintain and improve the effective & efficient management of ING’s AML/Financial Economic Crime (FEC) risks, a.o. by establishing standardised guidance, processes, technology and shared operational processing

The Regulatory Operations department within ING Hubs Philippines is part of the global KYC organization and is responsible for executing timely & high quality AML / KYC operations, as well as providing AML/KYC Expert (CoE) functions for the global organization. The Regulatory operations department in the Philippines is a crucial hub in the global KYC organization, and with it is at the heart of the global KYC strategy.

The opportunity– Business Intelligence & Operational Management CDD Expert Lead

The Business Intelligence & Operational Management (BI & OM) CDD Expert lead is responsible for design & delivery of operational management information for Retail CDD a global scale, servicing all countries and processing locations. The lead will be hierarchically and functionally responsible for a team of data/reporting analysts experts to contribute to that delivery.

Together with the BI & OM Lead the Expert lead is responsible to set and define a long-term vision, strategy & solution on data & MI for the Retail CDD area, and working in that capacity with the Global BI & OM Lead and other global stakeholders in driving the vision into practice. Next to delivery of BI the lead will be a sparring partner for the Retail CDD (senior) stakeholders on broader Operational Management topics, in particular in areas where business intelligence and operational management topics converge (e.g. E2E process management, continuous improvement)

The role reports hierarchically into BI & OM lead and functionally into the functional leads for Retail CDD Operations.  

Role’s activities and responsibilities:

Across all Retail countries, for Customer Due Diligence:

• Defining and maintaining SLAs, support in performance of performance reviews, support on content of services to countries and ING Hubs
• Management information on production, quality, recruitment pipeline, realization of efficiency ambitions, centralization to enable operational management and steering
• Operational management & steering information as input to (senior) management
• Capacity planning for ING Hubs locations and for in-country operations
• Define & execute long term vision and approach (incl strategic operational MI solutions) for shared cockpit servicing all client types and segments in order to move away from tactical solutions (Excel/Access based reporting solutions) into a more robust, advanced and future proof reporting solution
• Drive (fact-based) decision making on all levels (strategical, tactical, and operational). This means for instance performing analysis from overall ING-perspective and provide scenarios to decision makers
• Sparring partner for the functional leads globally and locally in ING-Hubs to drive (operational) efficiencies
• Identify bottlenecks in the end-to-end process
  

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• You have an academic degree
• You have an accreditation or certification in FEC, FATCA, CRS, ESR or AML expertise areas.
• An accreditation for project management such as Agile, Prince2 or PMP is strongly preferred. 
• You have 7+ years relevant work experience in an international operations context, preferably in a banking environment with an operational production focus, including experience of working with sourcing centers or, in ING, ING Hubs
• You have 3+ years designing & running MI reporting, Business Intelligence in an operational context, preferably in KYC / Compliance. Or alternatively, have had such exposure in an operational context.
• You have 1+ year of working experience with KYC (CDD, FATCA, CRS), Financial Economic Crime, Anti-Money Laundering or Compliance and in leading teams in a matrix / hybrid set up (global)
• You have a strong experience in a working in a complex global matrix organization, with ability to interact with and drive progress amongst senior stakeholders
• You have proven change management skills
• You have a proven track record in managing the global capacity plan for operational Teams, including FTE forecasting and optimization pipeline for budget purposes, and
• Proven process management skills and ability to translate process performance into metrics (eg lean six sigma certification and experience).
• Proven ability to drive Operational MI reporting from the centers and countries, including FTE, performance and quality tracking,
• Good knowledge of MS Excel and other BI & Data visualization software like (MS Power BI, Cognos, Tableau),
• An efficiency and automation-oriented mindset with a proven track record of designing tools and solutions for improvement of operations processes and MI.
• You have a proven profound understanding of data, demonstrated digital and technological savviness, successful experience in driving innovation
• You have excellent communication, presentation, networking and influencing skills
• You have proven leadership competencies, and you demonstrate self-awareness.
• You are fluent in English (speaking and writing)