Customer Journey Expert - Open Banking_XS2A @ING Hubs RO

Discover ING Hubs Romania 

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals. 

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca. 

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

The Mission

In the Payment & Settlement Services (PSS) we are looking for a Customer Journey Expert Open Banking – XS2A.

ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state-of-the-art payments and settlements services.

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.

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

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 eight services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there, the ‘Service Owner’ Customer Journey Expert comes in.

PSS Product team provides the XS2A services. This is a set of premium and regulatory required services (API’s) to facilitate corporate clients to run their processes in the payments and reporting area. The Service Owner 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 area of channels, payments, reporting, finance, risk, intragroup sourcing, service/performance management and data analytics.

You will be based in a Service team of Customer Journey Experts. The service owners are the spider in the web, working with the Product Area Lead, Product Lead, Country representatives, Squad Masters and various Head Office teams like 1 Line Risk, Compliance, Legal and Finance.

As a Service Owner, you will report hierarchically to the IT Area Lead and functionally to the Product Lead.

Your day to day

There are two main sets of activities in your new role:

Deliver the service at country level

• You support the regulatory services of the XS2A team;

• You monitor the performance, process control standards and incidents;

• You create service reports to ING Countries / service recipients;

• You support technical migrations;

• You support Premium Services and future innovations.

Continuously monitor and improve the overall service.

• You realize risk assessment process for service improvements;

• You support improvement of internal and external supplier management;

• You support the Product Area Lead and Product Lead with management reporting.

What you’ll bring to the team

We are looking for: A Service Owner who takes things on and makes things happen; who is passionate about helping others to be successful; and has a knack for always being a step ahead.

• You are a naturally collaborative person who listens and invests in others to achieve common goals.

• You love to challenge the status quo and are eager to propose creative solutions to problems.

• You have a customer focus, where you build strong customer relationships and deliver customer-centric services