Process Expert - Digital and Scalable Operations

At ING, this role sits within the Digital and Scalable Operations team, which has been established to 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 across any area of the bank.

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 the team’s 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 redesign journeys of customer-facing processes with a focus on operational efficiency, client experience, revenue growth, or risk reduction.
• Rolling out process leadership and end-to-end process management in a specific domain.
• Providing strategic insights to senior management by developing and measuring digitalization or efficiency metrics.
• Building and strengthening DSO value propositions to continue providing world-class services.

Your role:

As a Process Expert, you are dedicated to driving 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 commitments aligned with organizational goals.
• You will provide on-the-ground expertise to support or lead change projects.
• You will manage complex, high-volume, and sometimes contradictory information to effectively solve problems.
• You will lead the development, maintenance, and enforcement of consistent and comprehensive performance and KPI management programs to measure, benchmark, and analyze process performance.
• You will coordinate and monitor the execution of digitalization and scalability initiatives to ensure delivery with the expected impact, the right quality, and on time.
• You will proactively anticipate dependencies and collaboration needs across the organization with the parties that need to contribute to delivery on commitments.

We are looking for:

• Hands-on change professional with a strong ‘can do’ mentality, highly resilient, and able to navigate ambiguity.
• High level of proactiveness 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 initiatives.
• Strong analytical and problem-solving skills, numerical insight, and the ability to think of new solutions.
• Strong willingness and ambition to drive process and cultural change; ability to challenge authority and speak up.
• Strong interpersonal, communication, and stakeholder management skills for interactions with management and operational staff.
• Organizational sensitivity; deep understanding of the underlying issues, opportunities, and dynamics of the organization; strong focus on collaboration.

Required background and working experience:

• An excellent academic background.
• 4+ years of relevant experience in managing and executing complex process improvement and change programs.
• Experience working in a global organization and on projects with different cultures and maturity levels.
• Experience in developing or working with process frameworks and standards.
• Experience with process and digitalization technology, such as Artificial Intelligence, workflows, and reporting.
• Excellent level of English.
• Knowledge of banking is considered an advantage.

Benefits of working with us at ING

• 24-27 vacation days depending on contract.
• Pension scheme.
• 13th month salary.
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary.
• 8% holiday payment.
• Personal growth and challenging work with endless possibilities.
• An informal working environment with innovative colleagues.
• Flexible balance between working from home and the office.