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Customer Journey Expert

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ING

Nov 6, 2024

  • Job
    Full-time
    Senior Level
  • Business, Operations & Strategy
    Product
  • Manila
  • Quick Apply

AI generated summary

  • You need E2E process ownership, strong leadership, communication skills, experience in banking, and the ability to solve complex issues while managing stakeholders and product backlogs.
  • You will manage end-to-end processes, support strategic leads, oversee performance, define user stories, drive product development, and ensure stakeholder alignment in a multidisciplinary team.

Requirements

  • Owner E2E-process in the portfolio
  • Supports Strategic Process lead
  • Responsible for operational performance, risk management, incremental development
  • Analyze and follow-up on roadmap execution, value delivery, issue management
  • Keep required risk sign-offs up-to-date, prepare process review meetings
  • Assess process-change needed for country rollout / source addition / scope increase, i.e. on Epic level
  • Detailed user story / business requirements definition
  • Drive process-experience development in collaboration with tooling team(s)/content teams and execution teams
  • You have end-to-end responsibility for the product backlog management and stakeholder management as well as the delivery and operationalization of product specific Epics, Stories and Delivery Sprints.
  • You work with and support other colleagues in your BusDevOps team to ensure the delivery of a great product to your customers.
  • You manage the quads to deliver the product vision in a multidisciplinary environment where understanding of the IT solution is a must.
  • Solve and manage overall dependencies and impediments of squad
  • Whilst you have the PL role you will often be working on business analysis and refining features into stories for both the team as well for stakeholders so they clearly understand the value and understand how the solution meets their requirements and have a focus on the smooth running of the system and ensuring maximal uptime.
  • As a PL, you are a team player, leader, motivator and an expert with a track record in delivering and monitoring the product in a multidisciplinary, international team with complex objectives, operating in a fast-moving, challenging environment.
  • Together with your CPO and fellow PLs, you will initiate and drives change, working closely with customers and key stakeholders on vision, strategy and the roadmap.
  • You are actively involved in the maintenance, development and realization of (new) products / services / functionalities for (end)users of the Global KYC Digital Service.
  • As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize shared purpose, day by day.
  • Hands-on and pro-active positive attitude
  • Strong social and communication skills. Being a sparring partner for our business colleagues
  • Experience in formal/informal leadership, speaking up in front of groups and leadership
  • We expect the ability to transfer knowledge back to the ING Bank by holding presentations, workshops, documentation and most important: setting new standards for the ways we do tech.
  • Experience in business processes and design specially in the Banking industry is preferred
  • Experience in building solutions and products relevant for customers
  • Ability to liaise with a broad range of people, including line management, senior management, external suppliers.
  • Strong organizational, analytical and problem-solving skills.
  • Ability to identify practical solutions.
  • Ability to solve complex issues and problems.

Responsibilities

  • Owner E2E-process in the portfolio
  • Supports Strategic Process lead
  • Responsible for operational performance, risk management, incremental development
  • Analyze and follow-up on roadmap execution, value delivery, issue management
  • Keep required risk sign-offs up-to-date, prepare process review meetings
  • Assess process-change needed for country rollout / source addition / scope increase, i.e. on Epic level
  • Detailed user story / business requirements definition
  • Drive process-experience development in collaboration with tooling team(s)/content teams and execution teams
  • You have end-to-end responsibility for the product backlog management and stakeholder management as well as the delivery and operationalization of product specific Epics, Stories and Delivery Sprints.
  • You work with and support other colleagues in your BusDevOps team to ensure the delivery of a great product to your customers.
  • You manage the quads to deliver the product vision in a multidisciplinary environment where understanding of the IT solution is a must.
  • Solve and manage overall dependencies and impediments of squad
  • Whilst you have the PL role you will often be working on business analysis and refining features into stories for both the team as well for stakeholders so they clearly understand the value and understand how the solution meets their requirements and have a focus on the smooth running of the system and ensuring maximal uptime.
  • As a PL, you are a team player, leader, motivator and an expert with a track record in delivering and monitoring the product in a multidisciplinary, international team with complex objectives, operating in a fast-moving, challenging environment.
  • Together with your CPO and fellow PLs, you will initiate and drives change, working closely with customers and key stakeholders on vision, strategy and the roadmap.
  • You are actively involved in the maintenance, development and realization of (new) products / services / functionalities for (end)users of the Global KYC Digital Service.
  • As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize shared purpose, day by day.

FAQs

What is the main purpose of the Global KYC organization at ING?

The main purpose of the Global KYC organization is to enable people and organizations to use banking services by ensuring a compliant and competitive KYC ecosystem, focusing on preventing and finding financial crimes, tax evasion, and terrorist financing.

What are the key responsibilities of a Process Lead in this role?

The key responsibilities of a Process Lead include owning the end-to-end process in the portfolio, supporting the Strategic Process lead, managing operational performance and risk, analyzing roadmap execution, preparing process review meetings, and driving process-experience development.

What does being a Product Lead involve?

Being a Product Lead involves end-to-end management of the product backlog, stakeholder management, delivering product-specific Epics and Stories, managing dependencies within the squad, and collaborating with other team members to ensure a great product delivery.

What qualities are we looking for in candidates?

We are looking for candidates with a hands-on, proactive attitude, strong social and communication skills, experience in leadership, and a solid background in business processes, particularly in the banking industry, as well as experience in building customer-relevant solutions and products.

What kind of educational background or experience is preferred for this position?

A preferred background includes experience in business processes and design in the banking industry, as well as experience in leadership roles and delivering customer-focused solutions.

How important is client focus in this role?

Client focus is crucial as it involves liaising with a broad range of people, including management and external suppliers, and requires strong organizational, analytical, and problem-solving skills to identify practical solutions and resolve complex issues.

Does ING offer opportunities for career growth and development?

Yes, ING prides itself on supporting the development of its employees, offering opportunities to learn, take on responsibilities, and evolve into more skilled professionals within the organization.

What type of work environment can I expect at ING?

At ING, you can expect a progressive, inspiring, diverse, and supportive work environment that encourages initiative and integrity, aiming to hold the customer's interests at heart.

How many countries does ING operate in?

ING operates in approximately 40 countries.

Is experience in Anti-Money Laundering or Counter Terrorism Financing relevant for this position?

Yes, experience in Anti-Money Laundering, Counter Terrorism Financing, or related financial crime prevention is very relevant for this position as the role involves developing solutions for these critical areas.

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ING

Empowering people to stay a step ahead in life and in business.

Finance
Industry
10,001+
Employees
1991
Founded Year

Mission & Purpose

ING is a pioneer in digital banking and on the forefront being one of the most innovative banks in the world. As ING we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or to tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realize their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers.