Service Manager

You will fulfill the position of service Manager GKYC.  Your scope is both the service management activities of both the delivering parties as well as the service recipients.

we procure around 50+ services from the all ING HUBS (PH, SK, PL, RO) and downstream we deliver around 35 Services to both the ING Group wholesale and retail locations 40+).

Our goal is to effectively run the Global KYC Gateway. This includes implementing and maintaining all relevant controls, agreement, catalogue and other relevant artifacts necessary to adhere to ING’s Sourcing Framework and Contracting & Service Management Framework. By doing so we ensure compliance with EBA requirements for all owned COO GKYC services both upstream (from Hubs to Global KYC) and downstream (from Global KYC to countries) services. 

The above relates to both Operational and Delivery Tribe / Technology services for all areas within COO GKYC: Customer Due Diligence, Screening and Transaction Monitoring, DATA and FRAUD.

It is our ambition to set the example within ING for Global delivered services and to guide our service providers and service recipients safely and easily through any challenges and opportunities, by streamlining and optimising the end to end Service processes.

• co-responsible for monitoring and maintaining reporting on Service Level Agreements related to Service Level Performance, in a timely and efficient manner, aligning with all HUBS to create standardised reporting
• Functionally co-work and steer the backlog of two service management support employees in PH as an extension from the GKYC SM Lead ( Amsterdam).
• You will work together with the delivery organization and service recipients to understand and advice upon issues, requirements, processes and SLA’s.
• You help to ensure quality of service and initiate service improvement processes in case of opportunities.
• Responsibilities include: Organizing a service meetings, monitoring of SLA performance and charging agreements, act as a single point of contact for internal processes (change, financial, etc.) requirements and business opportunity/requirements identification and guidance, Ensure positive client satisfaction and client relationship is maintained.

This is what you’ll do:

·You will draft, discuss, explain and update(or delegate) all relevant legal agreements in order to have our services contracted, charged and managed properly. Examples of contracts: statements of service, amendments, charging agreements, data exchange / date requirements documents.

·You ensure that the content of the SoS’s with our upstream providers aligns with our services, and that this is reflected in the contracts and relevant documents.

·You will coordinate and chair service review meetings towards our recipients.

·You will liaise with the hubs service managers and circle leads to align and synchronise the services and their performance towards an integrated global service.

·You will monitor contracts and agreements with internal suppliers for service delivery, (run) through review meetings, preferably joined by an (external) supplier, ensuring that their products comply to the SoS. As a Service Level Manager you will take further action if needed.

·You will ensure alignment of existing service levels and non-functional requirements on behalf of the Service Owner as input for the service design.

·You will keep the Service Catalogue via our ICS Portal in line with the requirements of the Service Owners and other stakeholders as the services evolve continuously.

·Managing the customer relationship by establishing a trusted advisor relationship that works to ensure the end users overall satisfaction with our services.

·Acting as a liaison between road management and the customer with a focus on communicating the service experience, to have a greater understanding of the customer and the customer experience and therefore an ability to retain the customer perspective in the delivery of complex services.

·Identify any problems with the way in which customers use the service or any improvements that could be made.

How to Succeed:

• You have relevant Service Management experience(4+ years) in a in a large multi-national environment.
• You have general knowledge of what KYC is, and understand high level the processes for CDD, TM and screening This is required to be effective in your role.
• As a Service Manager, you are able to make good analyses. Hence problem analyses and judgment is an essential competence in this profile. You act as an expert to the client in the analyses of requirements. You are familiar to potential problems related to the solutions to be implemented and anticipate on those problems.
• As a Service Manager you have a natural desire to continuously improve the performance of the service provided. A continuous focus on improving personal performance and that of the team altogether.
• You are a real team player; teamwork is one of the core competencies of the Service Level Manager. It is important that you work well with people and share information that is important for others.
• You have good communication, networking and influencing skills.
• You have experience in working in a multi-national, complex organization in a complex environment.
• You have the ability to build bridges and be able to span between different levels and different cultures. The relationships are built on capability and trust.
• You are fluent in English, written and spoken.