Senior Process Expert - Digital and Scalable Operations

With its “Growing the Difference” strategy, ING addresses significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements, and digitalization.  

To enable the execution of our strategy, ING has established the Digital and Scalable Operations. This team aims to further accelerate the bank’s digitalization and scalability efforts, with a strong emphasis on AI. The team works on the bank’s highest priority assignments and can operate in any area of the bank across the board.

If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring, and supportive colleagues, there is no better place to invest your talents than with us. Join us and apply today!

What Digital and Scalable Operations does

We leverage process knowledge, data-driven insights and new technologies to drive high-impact transformation within the bank. We collaborate across functions to solve complex problems and shape the bank's future. Examples of our work include:

• Shaping and delivering ING’s digital strategy by translating vision into actionable outcomes, such as AI scalable solutions or Straight-Through Processing (STP) processes. With a strong focus on implementation and tangible impact.
• Translating ING’s strategy into Target Operating Models or Service Designs for different business lines.
• Driving process (re)design journeys of customer-facing processes with a focus on operational efficiency, client experience, revenue growth, or risk reduction.
• Roll out process leadership and E2E process management in a specific domain.
• Providing strategic insights to senior management through developing and measuring digitalization or efficiency metrics.
• Build and strengthen our own DSO value propositions to continue providing world-class services.

Your new role

As a Senior Process Expert, you are dedicated to drive high-impact transformation within the bank by leveraging your specialized knowledge and approaches in process improvement and digitalization.

You will:

• Independently plan and prioritize your work to meet the commitment aligned with organizational goals.
• Provide on-the-ground expertise to support or lead change projects.
• Manage complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Lead the development, maintenance, and enforcement of consistent and comprehensive performance & KPI management programs to measure, benchmark, and analyse process performance.
• Coordinate and monitor the execution of digitalization and scalability initiatives to ensure delivery with the expected impact, with the right quality and on time.
• Proactively anticipate dependencies and collaboration across the entire organization with the parties that need to contribute to delivery on commitments.
• Support the development of colleagues by providing feedback and coaching on-the-job.

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. 

Furthermore, you have:

• An excellent academic background.
• 8+ years of relevant experience in managing and executing complex process improvement and change programs.
• Experience in working in a global organization and projects with different cultures and maturity levels.
• Experience in developing/working with process frameworks and standards.
• Experience with process/digitalization technology, like Artificial Intelligence, workflows and reporting.
• Knowledge regarding (Wholesale) Banking is being considered an advantage.

You also bring:

• Hands-on change professional with a strong ‘can do’ mentality, highly resilient, and able to navigate through ambiguity.
• High level of pro-activeness and ability to operate independently.
• Strong delivery capability, with a proven track record and credibility in achieving results in strategic transformation programs, with focus on implementation and impact.
• Able to identify, apply, develop and communicate (reusable) methodologies and frameworks for the challenge at hand.
• Coordination and project management skills for running multiple concurrent initiatives.
• Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions ("outside of the box").
• Strong willingness and ambition to drive process and cultural change; ability to challenge authority and speak up.
• Strong interpersonal, communication and stakeholder management skills for interactions with management and operational staff.
• Organizational sensitivity; deep understanding of the underlying issues, opportunities, and dynamics of the organization; strong focus on collaboration.

Rewards & benefits 

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.  

The benefits of working with us at ING include: 

• A salary indication tailored to your qualities and experience

• 36 or 40 hour workweek

• Individual leave: 24+2 individual holiday days based on 36 hr workweek

• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)

• CSR days: up to 2 days per year to actively engage in society by volunteering

• 13th month salary

• 8% Holiday payment

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• Mobility card

• Attractive pension scheme

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Do you recognize yourself in this profile? Then apply now! We would like to receive your CV and motivation letter - CV of max 2 pages and motivation letter of max 1 page. On your motivation letter, detail your reasons why you want to work in ING.. We only accept applications with a CV and motivation letter.

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 and apply today!