Senior Process Expert

Do you get excited about running process improvement initiatives with tangible impact and applying the process management expertise to support ING in achieving its strategy? Are you interested in setting global process standards and raise process craftmanship of the ING’s bank-wide process management community? Do you enjoy coaching your colleagues and helping them increase their knowledge and expertise? Then read on!

Organizational Context:

With its “Making the Difference” strategy, ING addresses significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalisation. ING’s future aim is to be the next generation digital bank, that provides a customer experience that is clear, convenient and consistent across borders. As part of the Global Transformation Experts, the Global Process Management (GPM) team enables execution of the “Making the Difference” strategy.

What the Global Process Management team does:

The GPM team brings value by enabling easy, uniform and digital processes. We do so by setting global standards and designs, executing and implementing process improvements (full EDMM scope - eliminate, digitise, move and manage) as well as increasing  process craftmanship across ING. We are an international smart and ambitious team coming from different backgrounds, who are driven to make impact for ING while having lots of fun on the job. Four GPM teams are based in Amsterdam and two teams are based in the ING Hubs (Manila and Bratislava). All teams have the same scope and backlog.

Examples of recent projects:

• Consumer Loans Applications: Designing a new digital process to offer a loan to a New-to-Bank customer without offering a current account.
• Wholesale operations: Optimisation of organisational setup across Europe in line with the Client Services Operating model. Eliminating non value added activities, outsourcing tasks to a 3rd party.
• Designing Global processes for Business Banking Lending and Mortgages as reference models bank-wide to speed up digitalisation
• Eliminating the physical letters being used in back-office processes to reduce both environmental and process costs.

Your role

Core responsibility - Executing and implementing projects
You will carry out and coordinate projects across all ING countries, functions or domains in a multidisciplinary project team to improve end-to-end processes. In the position of senior process expert, you are responsible for the progress of the project, coaching and supporting the team to bring tangible results. You act within all layers of the organisation, from operations to management. You are a sparring partner for senior management, and you are jointly responsible for spotting new opportunities and recognising possible new projects. In executing assignments you connect to the expertise in COO network on sourcing, analytics, business controls and risks to maximise the value you can bring.

Setting global standards & design
You will be involved in developing standards for wide scale adoption. Together with expert leads and/ or other process experts across ING you will work out specific topics such as digitalisation, process leadership, operational management, where you align on standardised approach, conventions, definitions  and metrics, which will be adopted in process management across all ING countries.

Increasing process craftmanship
You will contribute to increase process craftmanship across ING via:

• the Process academy - providing process related trainings, coaching junior experts and
• the Process community - stimulating a process management & improvement mindset throughout ING by sharing best practices, success stories and benefits of process management.   

Skills needed:

We look for enthusiastic team player who combines strong analytical skills with excellent change management skills and can demonstrate following things:

• Prioritisation and planning skills
• 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”); rigor in fact base / data analysis
• Quickly create the right structure in problems, perform analyses and select the right root causes and solutions
• Strong willingness and ambition to drive process and cultural change; ability to challenge authority and speak up
• Strong interpersonal, communication and relationship management skills for interactions with management and operational staff
• Leadership skills and ability to motivate staff
• High level of pro-activeness and taking initiative
• Strong execution capabilities and delivery of results
• Perseverance and focus on impact
• Can-do attitude; you are able to see ways forwards where others don’t