Senior Process Expert - Digital and Scalable Operations (GJA12)

With its “Growing the Difference” strategy, ING addresses significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements, and digitalization.  

To enable the execution of our strategy, ING has established the Digital and Scalable Operations. This team aims to further accelerate the bank’s digitalization and scalability efforts, with a strong emphasis on AI. The team works on the bank’s highest priority assignments and can operate in any area of the bank across the board.

If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring, and supportive colleagues, there is no better place to invest your talents than with us. Join us and apply today!

What Digital and Scalable Operations does

We leverage process knowledge, data-driven insights and new technologies to drive high-impact transformation within the bank. We collaborate across functions to solve complex problems and shape the bank's future. Examples of our work include:

• Shaping and delivering ING’s digital strategy by translating vision into actionable outcomes, such as AI scalable solutions or Straight-Through Processing (STP) processes. With a strong focus on implementation and tangible impact.
• Translating ING’s strategy into Target Operating Models or Service Designs for different business lines.
• Driving process (re)design journeys of customer-facing processes with a focus on operational efficiency, client experience, revenue growth, or risk reduction.
• Roll out process leadership and E2E process management in a specific domain
• Providing strategic insights to senior management through developing and measuring digitalization or efficiency metrics.
• Build and strengthen our own DSO value propositions to continue providing world-class services.

Your new role

As a Senior Process Expert, you are dedicated to drive high-impact transformation within the bank by leveraging your specialized knowledge and approaches in process improvement and digitalization.

• You will independently plan and prioritize your work to meet the commitment aligned with organizational goals.

• You will provide on-the-ground expertise to support or lead change projects.
• You will manage complex, high quantity, and sometimes contradictory information to effectively solve problems.
• You will lead the development, maintenance, and enforcement of consistent and comprehensive performance & KPI management programs to measure, benchmark, and analyse process performance.
• You will coordinate and monitor the execution of digitalization and scalability initiatives to ensure delivery with the expected impact, with the right quality and on time.
• You will proactively anticipate dependencies and collaboration across the entire organization with the parties that need to contribute to delivery on commitments.
• You will support the development of colleagues by providing feedback and coaching on-the-job.

How to succeed 

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’ll back you to develop into an even more awesome version of yourself. 

Furthermore, you have:

• An excellent academic background.
• 8+ years of relevant experience in managing and executing complex process improvement and change programs.
• Experience in working in a global organization and projects with different cultures and maturity levels.
• Experience in developing/working with process frameworks and standards.
• Experience with process/digitalization technology, like Artificial Intelligence, workflows and reporting.
• Excellent level of English.
• Knowledge regarding (Wholesale) Banking is being considered an advantage

You also bring:

• Hands-on change professional with a strong ‘can do’ mentality, highly resilient, and able to navigate through ambiguity.
• High level of pro-activeness and ability to operate independently.
• Strong delivery capability, with a proven track record and credibility in achieving results in strategic transformation programs, with focus on implementation and impact.
• Able to identify, apply, develop and communicate (reusable) methodologies and frameworks for the challenge at hand.
• Coordination and project management skills for running multiple concurrent initiatives.
• Strong analytical and problem-solving skills, numerical insight, ability to think of new solutions ("outside of the box").
• Strong willingness and ambition to drive process and cultural change; ability to challenge authority and speak up.
• Strong interpersonal, communication and stak