Process Expert

This role was first posted on 08 July.

Process Expert - Digital and Scalable Operations

Organizational Context: 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 role:

As a 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.
• You will provide on-the-ground expertise to support or lead change projects.
• You will manage complex, high quantity, and sometimes contradictory information to effectively solve problems.
• You will lead the development, maintenance, and enforcement of consistent and comprehensive performance & KPI management programs to measure, benchmark, and analyze process performance.
• You will coordinate and monitor the execution of digitalization and scalability initiatives to ensure delivery with the expected impact, with the right quality and on time.
• You will proactively anticipate dependencies and collaboration across the entire organization with the parties that need to contribute to delivery on commitments.

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We are looking for:

• 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 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.

Required background and working experience:

• An excellent academic background.
• 4+ 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.
• Excellent level of English.
• Knowledge regarding banking is being considered an advantage

What do we offer? 

We offer a full-time (36-hour) position in a dynamic environment. You’ll have the opportunity to work in a modern agile organization with smart and friendly colleagues, and many opportunities to develop both your technical and personal skills. 

Benefits of working at ING include: 

• A competitive salary aligned with your skills and experience. 
• A 36-hour (or 40-hour) work week. 
• 24–27 vacation days depending on your contract. 
• A 13th-month salary and 8% holiday allowance. 
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary. 
• Flexible working hours and hybrid working options. 
• A mobility card: choose your mode of transport for commuting each day, with free public transport on weekends. 
• A pension plan. 
• Personal growth opportunities and challenging work with endless possibilities. 
• An informal working environment with a diverse group of innovative colleagues. 

Interested? 

Click the Apply button and let us know why you’re the one we’re looking for. Tell us how you’ll use your experience to make ING even better. We look forward to receiving your CV and motivation letter.  Read more about the ING Benefits here: Benefits in the Netherlands