Customer Journey Expert - TIP - PSS @ING Hubs RO

Discover ING Hubs

We started out in 2015 as ING’s software development hub – a distinct entity from ING Bank Romania – then steadily expanded our range to include more services and competencies.

Formerly known as ING Tech, as of 2022 we provide borderless services with bank-wide capabilities under the name of ING Hubs Romania and operate from two locations: Bucharest and Cluj.

With the help of 1600 engineers, risk and operations professionals, we offer 150 services in tech, non-financial risk & compliance, audit and retail operations to 24 ING units worldwide.

Our tech capabilities remain the core of our business, with more than 1100 colleagues active in Data Management, TouchPoint Channels & Integration and Core Banking.

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged. Work ethics, honesty and knowledge sharing are key to our teams and we’re always looking for like-minded people.

The Mission

ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and settlements services. The PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer.

The PSS is responsible for providing standardized payments and settlements services around to multiple ING business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.

The PSS changes the organization towards a true Services-based organization and to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our nine services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there, the ‘Programme Delivery’ Customer Journey Expert comes in.

The PSS Product team delivers according to the ambitions of the Payment & Settlement Services (PSS) related to payment products as International Payments (TIP), Domestic Payments and Single European Payments Area (SEPA) payment services.

The Service Owner / COPAF role has responsibilities on tactical and operational level such as managing allocated budget, operational service execution, incident management, alignment with other services in PSS, presenting our services towards internal parties and delivering a compliant and state of the art service towards service recipients. You will be working in the areas of finance, risk, intragroup sourcing, service/performance management and data analytics.

Your day to day

There are two main sets of activities in your new role

Deliver the service at country level

· You support country service intake process

· You monitor the performance, process control standards and incidents

· You create service reports to ING Countries / ‘service recipients’

· You support the Senior Service Owner with management reporting

Continuously monitor and improve the overall service

· You realize the business case and benefit tracking

· You realize risk assessment process for service improvements

· You support improvement of internal- and external supplier management

· You support Product Area Lead and Product Lead with management reporting

What you’ll bring to the team

As a Business Analyst, you have:

· Experience to explain complex issues in an easy way and get people on board

· Experience with product- and service management and processes

· Experience with working with near/offshore teams is an advantage

· Strong analytical skills and an eye for detail

· Bachelor / Master’s degree

· An excellent level of English