Jobs and Careers

Customer Journey Expert - Lending - CLO

The Netherlandsfull_timeVerifiedPosted 10 Oct 2024

About the role

The Lending Tribe is part of ING’s Wholesale Banking Lending Organization.Our strategic direction is that we build the future of Wholesale Banking for our customers and employees. We create a fast, seamless, personalized & Data driven Digital Lending Xperience.The tribe consists of seven product spaces and three expert spaces.This position is for the Loan Origination and Execution product space. Within this space we have multiple initiatives which will contribute to making the lending processes regulatory compliant, fully digital, data driven and reduce the time to yes and cash to 24 – 48 hours. We will do this through rethinking, replacing and reinventing current processes and tooling while ensuring compliance to policy and regulations by design. There are plenty of different domains such as Pricing, Loan approval process, documentation process and Transactional regulatory assessments We aspire to develop & build the next generation Loan Approval and Risk Rating journey and transform the way clients and employees interact with each other to the best customer experience in the market for ING. This is a challenging area due to the high degree of complexity in processes and product offering. At the same time this is an Area which will directly impact the daily work of our >4000 WB Front Office and Risk colleagues globally, the speed which we can execute deals for our clients (with distribution in mind), which will ultimately enable ING WB’s growth strategy.Role and Responsibilities The Customer Journey Expert (“CJE”) has a responsibility for the development, management and harmonization of services with the aim to provide a differentiating customer and employee experience. We are looking for a CJE with strong (strategic) knowledge of Lending Products and analytical skills regarding for example Corporate Lending, Project Finance, Acquisition Finance, Real Estate Finance, Financial institutions etc. Candidates with a deeper understanding in the domain of lending products / risk are also invited to apply. You will work in the Commercial Loan Origination or CLO team. CLO is an off the shelf product which we are designing and customizing to fit ING needs. The CLO team is responsible for designing, implementing and rolling out the digital approval journey across WB for our sectors/products, a.o. Real Estate Finance, Project Finance, CSL and Financial Institutions. We enable our front office and risk colleagues to digitally structure deals, price them, run regulatory checks and receive approvals on them. It is an integral part for our origination and monitoring activities and therefore plays a crucial role in the financial performance and regulatory compliance of the Bank. You are also involved in development of the complicated data visibility framework and user access management in CLO. Key Responsibilities · Stakeholder management: User value is our main priority. Together with the squad, you will craft and decide the stakeholder communication strategy. You will work closely with users, interview them, collect feedback, listen and challenge them so we can build a well-loved Product that delivers the most value.· Content alignment: For the squads and your chapter you are the to-go person regarding Lending Product and Front Office or Risk-Rating processes. Continuously improve the Product and customer journey based on policy and regulatory requirements. Also, taking into consideration evolving commercial needs and market landscape.· Bridging the gap between users and developers, data analyst in the team. Translating the voice of the user into clear requirements for your IT colleagues.· Risk management: to build a safe and secure Product, working together with the team to comply with NFR risk requirements e.g. IT risk, RCSA processes etc.·