Transformation Planning and PMO, C&G


Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: HBO/WO

Arbeidsvoorwaarden: Marktconform


Organisational Context

With its “Think Forward” strategy, ING addresses significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalization. ING’s future aim is to be the next generation digital bank, offering a single digital platform and “ecosystem” where customers can find solutions to all of their financial and finance-related needs. This platform will provide a customer experience that is clear, convenient and consistent across borders, and will be open to selected third-party products and services.

ING Group's Challenger & Growth (C&G) business line serves 25m customers in 10+ countries, and comprises ca. half of ING's assets and profits. To enable the execution of the ThinkForward strategy within C&G countries, ING has set up a C&G Chief Transformation Office (CTO). The C&G CTO coordinates the design and deployment of ING’s global transformation across C&G countries, and supports the design and execution of C&G’s local strategies, optimising C&Gs change portfolio overall and balancing change roadmaps between functions and countries as required. The department works closely with ING’s Global Transformation Office (GTO), as well as all country executive teams, and representatives from all units and functions.

Moreover, the C&G CTO integrates the Chief Operation Officer (COO) function and as such is responsible for continuous optimisation of operational performance across all C&G operations, and for end-to-end cost efficiency across all C&G banks. The C&G CTO coordinates all local COOs and combined 6000+ staff in C&G countries.

The Chief Transformation Office, together with ING GTO, is responsible for:

- Design and execution of the bank-wide transformation strategy and target operating model, with focus on C&G countries

- C&G-wide optimization of global and local change programs and budget

- C&G-wide optimisation and coordination of global and country transformation roadmaps

- Portfolio monitoring, tracking and reporting within C&G, and transformation communication and engagement of all parties involved/impacted

The CTO coordinates all C&G COOs to achieve:

- Continuous evaluation and optimisation of C&G’s operational performance and capabilities to achieve operational excellence C&G-wide

- An integrated and optimised operational improvement roadmap within/across countries, leveraging best practice and global knowledge centres

- A powerful Operations brand and community, across C&G countries

Key responsibilities

As part of the CTO team you will be responsible for:

  • Facilitate global programme “on-boarding” and establish disciplined and accurate tracking of high-level programmes status, risks & issues, financial/non-financial KPIs, aligned with GTO and jointly with Head of Portfolio - ensuring plans, budgets, critical success factors, metrics and key milestones are identified for all projects and programmes within the portfolio
  • Maintain & optimise integrated roadmaps of global/local transformation & improvement projects, by country
  • Run/support effective C&G transformation governance, reporting and communications and establish and operate C&G transformation Obeya room – and support bank-wide transformation governance in alignment with GTO
  • Ensure monitoring of progress against all projects is timely and accurate and enables Sponsors and stakeholders have visibility and sufficient information to make the required decisions
  • Proactively engage with Directors and senior managers to identify opportunities for business improvements
  • Continuously manage interdependencies, impediments, risks – in alignment with GTO
  • Lead quarterly QBR process / handshakes between global programmes + countries for C&G
  • Facilitate lessons learned and systematically facilitate x-country collaboration and acceleration
  • Develop annual portfolio planning and tracking, for local and global change projects within C&G
  • Critical path analysis: identify C&G cross-portfolio risks, issues and dependencies and manage change holistically. Use judgment to determine when it is necessary to escalate through established escalation channels programmes and projects across countries and functions
  • Leading ad-hoc projects and programme interventions
  • Prepare and present cost-benefit analyses to support business case development and the implementation of projects
  • Leading role in developing and embedding a clear methodology, processes and tools for portfolio management, jointly with GTO. This includes defining minimum reporting & control requirements whilst supporting the use of various delivery methodologies (such as Agile). Execute appropriate portfolio governance and reporting frameworks
  • Provide advice and support to project partners on how project evidence and information has to be presented and reported. Drive PMO Quality assurance and up-skilling in C&G
  • Build strong and effective relationships with a number of stakeholders across the Bank with special focus on Project Managers, Business Partners within Technology & Change, colleagues in the Digital and Data departments, and Finance
  • Ensure standardised and relevant document templates are available from a central repository for both the PMO and business project team members
  • Manage the PMO team and provides performance feedback and goal-setting; conducts annual performance assessments and skill development and training
  • Ensure post project reviews are in place and include lessons learnt exercises which identify both positive and negative outcomes to be actioned
  • Ensures a clear and consistent approach is in place to manage risk with alignment to the Finance & Business risk registers and the Corporate risk register

Performance Indicators

  • ROI investment portfolio
  • Risk reduction
  • Value of incremental opportunities identified
  • Ability to meet cost, time and quality/KPI objectives when delivering projects
  • Whole solution milestones delivered against plan
  • Adoption of PMO processes and governance across the key business areas
  • Production of consistent project artefacts such as project plans, RAID logs, status reporting and financial reporting
  • Feedback on services provided by the PMO and improved stakeholder perception in regards to PMO services and value to the business
  • Adoption of central PMO repository and ownership of all PMO data

Required experience

  • At least five years of relevant project management or PMO management experience. Proven track record for planning, executing, controlling and closing projects and the ability to manage multiple projects simultaneously with minimal supervision
  • Knowledge of benefits and dependency mapping, risk management and resource planning. Experience of Programme and project level financial management
  • Ideally has implemented change in a global context acquiring international experience on how change is designed and delivered across countries and geographies (sensitive to cultural differences)
  • Significant experience at a senior level managing a complex multinational multi-functional PMO Function (100m plus)
  • Strong experience in business transformation implementation - Track record in delivery management of the complete lifecycle of large projects (10m plus)
  • Consulting and/or finance background desirable
  • 10+ years of experience in global, complex matrix organizations - Track record of operating at multiple levels and domains within an organisation
  • Experience in financial services or various industries and has international experience on how change is designed and delivered (sensitive to cultural differences)
  • Line management or team leader experience
  • Knowledgeable and experienced in efficient Change Management methods
  • Certifications in any of the following are highly desirable: Programme and Project Support Office (BCS Professional Certification (formerly ISEB) PPSO); Portfolio, Programme and Project Offices (APMG - P30®); Managing Successful Programmes (MSP™); Management of Risk (M_o_R®); Management of Value (MoV®))Portfolio, Programme and Project Management Maturity Model (P3M3®), or other PMO qualification
  • Training and coaching of Project Managers and PMO staff
  • Degree qualified is desirable
  • Very strong Excel and appropriate MS Project / ServiceNow skills
  • Excellent written & spoken English essential


  • Highly motivated self-starter able to work with minimal supervision and direction
  • Thought leader with a view to creating a viable PMO service and supporting pragmatic delivery of projects
  • Analytical (quantitative/ qualitative) skills
  • Excellent attention to detail, both written and numerical, and commitment to quality
  • Ability to manage a range of projects types and complex business initiatives and change programmes
  • Ability to and experience of providing input to organisational business and budget planning
  • Good understanding of performance management frameworks (e.g. balanced scorecard) and tools in the delivery of business objectives
  • Team management experience with the ability to manage and motive virtual or matrix project teams as well as the PMO
  • Experience of prioritisation matrices and working with the business to determine appropriate project prioritisation
  • Experience across multiple delivery methodologies, including Agile
  • Strong stakeholder management across a wide range of different stakeholders from business customers through IT. Ability to engage and influence at all levels of stakeholder, both internally and externally. Ability to challenge
  • Customer focus and proven business acumen
  • Facilitation and influencing skills
  • Excellent communication skills - ability to present quantitative and qualitative formal / informal findings in a clearly defined and persuasive manner
  • Delivery / result oriented, ability to function effectively individually as well as in a team
  • Ability to juggle different projects/priorities and deliver high quality outcomes under pressure
  • Capability to provide timely, accurate and relevant project and portfolio reporting as agreed
  • Emotional resilience and confidence: adapts easily to new environments; remains calm, and continues to perform under pressure; talks openly and honestly; gives and acts on constructive feedback
  • Advocate of change, with a broad set of influencing techniques and facilitation skills
  • Open-minded and ‘can-do’ attitude which encourages innovation, embraces change and displays resilience against adversity
  • Visible, approachable, accountable and available
  • Inspire and empower other people by demonstrating trust, openly valuing their expertise and clearly stating your expectations

Key Developments

  • The challenge in this role is navigating and influencing the matrix, finding the right balance between our global strategy and local plans. The ability to effectively manage senior stakeholders (Business Portfolio managers, CEOs and Heads of Global Functions e.g. HR, Finance etc.) and create consensus while driving the change.
  • Ability to gain people’s commitment and achieve good cooperation between teams is crucial for the success of this position.

Scope indicators

  • Bank Change portfolio 1.1bln


Please Click on Apply and upload your CV & Motivation letter.

We are looking forward to your application!

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: HBO/WO

Arbeidsvoorwaarden: Marktconform


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