Contract & Service Management

In the Payment & Settlement Services (PSS) Business Unit of ING, we are looking for a Contract & Service manager. Reporting into the COO, you will be working across the full PSS organisation. Your work is related to all services we provide to ING locations globally, as well as the services we consume from ING Hubs, ING Locations like Belgium and External Vendors)

Your role and work environment  

ING’s Payments and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and services. The PSS will focus 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 an independent unit, combining Tech, Products and Operations functions. The Business Unit is positioned within ING’s COO domain, reporting directly into ING’s Chief Operations Officer.  

The PSS is responsible for providing standardized payments and settlement services to multiple ING business lines globally (both Wholesale and Retail). With an ambition to also look for external commercialization of our payment platforms our service & contract management practice needs to be in perfect condition, consuming and providing services in a highly transparent manner.

Within the PSS, the Contract & Service Management team consists of two Contract & Service Managers (one located in Amsterdam, one located in Hubs) who manage the contracts and service agreements between the Payments Utility and its clients and providers (both Internal and External). You will be functionaly responsible leading PSS Service & Contract Management.

Responsibilities 

As a Contract & Service Manager you:   

• Have a shared responsibility for defining the services offered towards the (internal) clients, including aggregating all components required and placing them into a gateway. 

• Ensure the financial setup (incoming and outgoing) meets the gateway requirements, and is setup in a cost-effective manner. 

• Have a shared responsibility for developing, maintaining the contracts and service level agreement for services delivered by the PSS towards its clients. 

• Provide expertise and support throughout the whole lifecycle of the contract. 

• Are responsible for ensuring contracts in your portfolio are properly embedded and aligned with relevant internal stakeholders, like Finance and Legal. 

• Are able to interpret and apply key financial indicators to improve the contract and service agreements in place 

• Are responsible for service management activities for the contracts in your portfolio, including periodic service review meetings and reporting on agreed KPI’s. 

• Are responsible for delivering an In Control Statement on the services delivered, towards the internal clients 

• Act as the day to day point of contact for your (internal) clients. 

• Act as a point of escalation, in case of disputes for the contracts in your portfolio. 

Competencies: 

• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions. 

• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do. 

• Manages complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms. 

• Plans & Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays 

• Ensures accountability: Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments 

We are looking for: