Senior Consultant - Mandarin Speaker

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Key Responsibilities/ Capabilities

Client Service Leadership & Stakeholder Management

Act as a primary point of contact and escalation partner for complex client service matters across APAC
Build strong relationships with regional stakeholders, front office, and global partners, ensuring alignment and effective collaboration
Provide expert advisory on ING channel capabilities, onboarding solutions, and service optimization
Lead client engagements, demos, and solution discussions with a consultative approach

Operational Excellence & Service Delivery

Drive end-to-end ownership of client service operations, ensuring high standards of accuracy, timeliness, and compliance
Identify and implement process improvements, automation opportunities, and control enhancements
Proactively manage risks, issues, and escalations, ensuring timely resolution and mitigation
Champion best practices and standardization across processes and regions

Project & Transformation Leadership

Lead and deliver strategic initiatives (e.g., migrations, digitalization, service enhancements, and change programs)
Manage project scope, timelines, dependencies, and stakeholder expectations
Provide structured updates to senior stakeholders, including risks, progress, and key achievements
Drive continuous improvement initiatives aligned with regional and global transformation priorities

Governance, Risk & Compliance

Ensure adherence to global policies, procedures, and regulatory requirements
Support Internal audits and reviews by providing accurate documentation, analysis, and insights
Strengthen controls and governance frameworks within client service delivery

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