Senior Payments Customer Journey Expert

<p>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.</p><p></p><p>The PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.</p><p></p><p>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 eight services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there<b>, the ‘Senior Payments Customer Journey expert’ comes in.</b></p><p></p><p><b>The PSS Product team provides the Single European Payments Area (SEPA) Credit Transfer services. </b>This includes the existing form of payments in singles and batches and the ‘new’ Instant Payments which is a payment which is processed within 10 seconds 24x7x365.<br/>This CJE- Payments Expert has responsibilities on tactical and operational level to deliver a compliant and state of the art service towards service recipients, the ING Retail and Wholesale bank countries.</p><p>In addition, the CJE Payment Expert translates business/technology and regulatory trends to advice on short- and long-term deliverables on our SEPA CT service roadmap in alignment with other services in PSS.</p><p></p><p>The SEPA Credit Transfer team consists of 25 FTE, split in services run, change and onboarding. As senior expert you will be a spider in the web working with Product Area Lead SEPA, Product Lead SCT, Country representatives, Squad Masters and various Head Office teams like 1e Line Risk, Compliance, Intragroup sourcing, service/performance management and data analytics, Legal and Finance.</p><p></p><p>As a Senior Payments Customer Expert you report hierarchically to the Product Lead SEPA Credit Transfer.</p><p></p><p><b><span>Your roles and responsibilities</span></b></p><p>There are three main sets of activities in your new role</p><p>Solve complex ‘puzzles’</p><ul><li>Intake of a new service (run or program) requests</li><li>Analysis and solving critical Payment incidents</li><li>Analysis with squads potential new (sub) services</li></ul><p>Deliver the service at country level</p><ul><li>You support the country service intake process</li><li>You monitor the performance, process control standards and incidents</li><li>You create service reports to ING Countries / ‘service recipients’<br/> </li></ul><p>Continuously monitor and improve the overall service</p><ul><li>You advice on required changes to our services and roadmaps</li><li>You realize risk assessment process for service improvements</li><li>You support improvement of internal- and external supplier management</li><li>You support Product Area Lead and Product Lead with management reporting</li></ul><p></p><p><b><span>We are looking for</span></b></p><p>A CJE-Senior Payments Expert 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.</p><ul><li>You are a naturally collaborative person who listens and invests in others to achieve common goals.</li><li>You love to challenge the status quo and are eager to propose creative solutions to problems.</li><li>You Have a customer focus, where you build strong customer relationships and deliver customer-centric services.</li><li>You focus on delivery through collaboration, ability to bring people together to work towards the same purpose.</li></ul><p></p><p><b><span>Proven track record and skills</span></b></p><p>As a ‘Senior Payments’ – Customer Journey Expert, you have:</p><ul><li>Experience with Payments (preferably SEPA Credit Transfer)</li><li>Experience with Finance processes</li><li>Experience to explain complex issues in an easy way and get people on board</li><li>Experience with working with near/offshore teams is an advantage</li><li>Strong analytical skills and an eye for detail</li><li>Bachelor / Master’s degree</li><li>An excellent level of English</li></ul><p></p><p><b><span>What’s in it for you</span></b></p><p>We as PSS are growing like a start-up but with the support of a large organization as ING Bank. There are many opportunities to grow your talent and experience to work with many different areas, divisions, and cultures. Moreover, there is a growth path after this role into many other CJE activities such as Product lead, squad master, country onboarding lead and