Global Process Lead Onboarding

WB COO C&DS is responsible for all Payment & Cash Management operational activities along the client life cycle and the Digital Services to our clients. This reaches from Client Onboarding, through in life Client Services and back office processing, to an potential Client Offboarding. These services are within C&DS supported by strong Process Leadership and our Process Excellence & Automation team.

The Global Implementation Management team services the Global Client Service organization by delivering project managers who execute and coordinate activities based on agreed scope, project plan and timelines with the client. The team of Global Implementation Management consist of 14 project managers who are responsible for implementing transaction services products and services (Interactive Channels, InsideBusiness Connect channels, Payments and Reporting products, Cash Management) for our internationally operating Corporate and FI clients. The implementations are completed by means of professional, efficient, and structured project management. The implementation manager acts as the SPOC towards ING’s main corporate and FI clients during implementation and coordinates between stakeholders being ING’s operations, sales, relationship management, international Wholesale banking network and TS product owners. The team is spread over the locations Amsterdam, Brussels and Bratislava.

The Client Services departments and the ING Hubs are supported by Global Process Leaders (GPL), who work in line with ING's Global Process Framework.

We are looking for a Global Process Lead Onboarding who will report hierarchically in the Client On- & Offboarding team.

The Global process lead onboarding has a functional line into Global Head Client & Daily Banking Processing ensuring one Way of Working, driving our QBR process and alignment/escalation with other GPL’s. The GPLs are responsible for the E2E process design and improvements. These improvements contain; elimination of process steps, digitalization of processes and centralizing activities (Hubs). Besides these responsibilities, the GPL is responsible for fact-based steering and solving escalation in their specific Daily Banking process domains across all countries and Hubs. The GPL defines the vision of one global process across all locations and the implementation of process improvements in both the short and long term. In this way, ING can ensure one client service experience and manage the service delivery as a single global organization.

Currently there is no process lead looking at the full onboarding journey of our clients. Onboarding is often associated with KYC, but a client journey is broader than KYC, or different product related processes. This process lead will aim to improve and streamline the full onboarding journey of our clients, aligning closely with the different processes underneath and experimenting with new ways of working to improve the process.

Key Responsibilities

• You design, monitor and improve global E2E onboarding processes according to customer, business (P/L) and legal requirements including the Service & Contracting Framework and product control frameworks.
• Drives process improvements in the whole chain.
• Global Process Performance and Accelerate delivery on improvements.
• Involves appropriate stakeholders in process performance reviews, improvement decisions, planning and implementation of process improvements.

• Responsible for creating/updating the Work Place Instructions.
• Responsible for the development and improvement of our process/WPIs and procedures.
• Supporting the investigation/roll out of process orchestration tooling (PEGA).
• Supporting the Offboarding management team in reporting and data.
• Redesign Processes to the Global Standard next to automating manual steps in current processes.

Who are we looking for

• You have a significant track record in driving and implementing change and improving end-to-end processes.
• You are a self-starter and team player. You can take the lead and empower others towards delivery.
• You have experience within KYC, Client and Daily Banking Processes and understand how to deliver change in a complex stakeholder field.
• You have (international) experience in complex organizations and a bird’s eye view on ING’s business processes and, risks and associated controls.
• Strong analytical, influencing and learning skills.
• You are professionally sceptic, knowledgeable and solution oriented.
• Emotional resilience and confidence: you adapt easily to new environments, remain calm and continue to perform under pressure.
• Strong stakeholder management across WB business lines and ING locations, you get people on board and ensure necessary buy in.
• You t