Customer Journey Expert - Manual Payment Solution

<p>Within Payments &amp; Settlement Services (PSS) we are constantly looking for ways to improve our customer’s experience and create efficiencies in the processes.</p><p></p><p>We are looking for a Customer Journey Expert within the Expert Team Payments &amp; Investigations of PSS Operations. You will be the Customer Journey Expert for the Manual Payment Solution (MPS) project. Next to that you will be involved in all PSS Payment change initiatives as you will also become part of the (virtual) PSS Payments Operations team. With that you will have a big impact on the strategic ambitions of PSS and drive initiatives to automation and centralization of our operational processes.</p><p></p><p>As a Customer Journey Expert, you make sure that ING’s key processes deliver competitive advantage and if not, that the right fixes are implemented in a consistent way across functions and locations.  You will work closely with colleagues in Operations, Products and Technology, ING HUBS teams (Manila and Bratislava), process experts, relevant delivery tribes and process participants across the value chain. Starting point for all initiatives are the needs and expectations of our clients.  </p><p></p><p>Key responsibilities</p><ul><li><p>You are responsible for developing the Manual Payments Solution (MPS) within PSS Operations with the vision and roadmap development for a global implementation.</p></li><li><p>You design, monitor, and improve global E2E processes within the Manual Payments Solution (MPS) according to customer, business and legal requirements including the Service &amp; Contracting Framework and product control frameworks.</p></li><li><p>Steer fact based on the run and drives change in the E2E value chain (e.g., escalations).</p></li><li><p>Set priorities and makes decisions about improvement initiatives in coordination with process participants; drives process improvements and focuses on their implementation (by leading projects or participating in changes initiated by other departments).</p></li><li><p>Supporting the squad(s) with the delivery of the strategic global Manual Payment Solution (MPS) across ING locations.</p></li><li><p>Involve appropriate stakeholders in process performance reviews, improvement decisions, planning and implementation of process improvements.</p></li></ul><p></p><p>Who are we looking for</p><ul><li><p>You have a significant track record in driving and implementing change and improving end-to-end processes.</p></li><li><p>You are a self-starter and team player. You can take the lead and empower others towards delivery.</p></li><li><p>Strong consulting background. You can easily identify key risks and impact points while keeping the helicopter view and longer-term objectives in mind.</p></li><li><p>You have experience within Payments and understand how to deliver change in this complex stakeholder field.</p></li><li><p>You have (international) experience in complex organizations and a bird’s eye view on ING’s business processes and, risks and associated controls.</p></li><li><p>Excellent communication and advisory skills, ability to present in both formal and informal settings and in different levels.</p></li><li><p>Strong analytical, influencing and learning skills.</p></li><li><p>You are professionally sceptic, knowledgeable and solution oriented.</p></li><li><p>Emotional resilience and confidence: you adapt easily to new environments, remain calm and continue to perform under pressure.</p></li><li><p>Strong stakeholder management across PSS business lines and ING locations, you get people on board and ensure necessary buy in.</p></li><li><p>You talk open and honestly, are a trustworthy sparring partner. You give and act on constructive feedback.</p></li><li><p>You have an academic or master’s degree</p></li></ul><p></p><p>What we offer</p><p>This position is a Customer Journey Expert VI in the GJA (NL salary scale 13) depending on experience and is based on a full-time working week (36 hours or more).</p><p>The primary work location is Amsterdam.</p><p></p><p></p><p>How to succeed</p><p>We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we back you to develop into an even more awesome version of yourself.</p><p></p><p>Rewards &amp; benefits </p><p>We want to make sure that it’s possible for you to strike the right balance between your career and your private life and reward our people with a generous benefits offer and employment conditions.  </p><p></p><p>Questions?</p><p>Contact Michael Barry: E: <a href="mailto:michael.barry@ing.com" rel="noopener noreferrer" target="_blank">michael.barry@ing.com</a>, M: +44 (0) 7989 428 858, for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.</p><p></p><p></p>