Senior Consultant Digital and Scalable Operations

ING has established Digital and Scalable Operations to accelerate the bank’s digitalization and scalability efforts, with a strong emphasis on AI. This team works on the bank’s highest priority assignments and can operate across any area of the bank.

If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring, and supportive colleagues, ING offers an environment to invest your talents.

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.
• Rolling out process leadership and end-to-end process management in a specific domain.
• Providing strategic insights to senior management through developing and measuring digitalization or efficiency metrics.
• Building and strengthening DSO value propositions to continue providing world-class services.

Your role

As a Senior Process Data Expert, you will focus on two senior management reporting programs, contributing to further process improvement and digitalization.

• You will have a leading role in global COO and MBB KPI programs, with responsibility for target setting for the global programs.
• You will ensure a smooth reporting process, following up with providers to deliver data accurately and on time.
• You will challenge countries on the quality and reliability of the provided data.
• You will monitor target progression monthly with the retail countries and identify key insights for senior management.
• You will lead the development, maintenance, and enforcement of consistent and comprehensive performance and KPI management programs to measure, benchmark, and analyse process performance.
• 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 solve problems effectively.
• You will identify potential projects for, or correlations between, the work of the DSO Process Experts and the Process Data Expert.

We are looking for

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

Required background and working experience

• An excellent academic background.
• 8+ 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 KPI target setting and monitoring.
• Excellent level of English.
• Knowledge of banking is considered an advantage.

Benefits of working with us at ING

• 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 in the office.