Customer Journey Expert, Process Lead Global KYC

ING

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: HBO/WO

Arbeidsvoorwaarden: Marktconform

Solliciteren

The Process Lead (PL) is a role within a squad and holds end-to-end responsibility for the process vision and strategy, as well as for creating, harmonising, operationalizing, managing, improving and phasing out client processes within one or more segments. You work within the team of the Central Product Owner (CPO) for an area. Within the Tribe we have four focus area’s which together we call the Digital Service Platform:

  • Monitoring by which we aim to analyse ING’s customer transactions for suspicious activity world wide
  • Screening by which we check transactions for suspicious behaviour prior to executing them
  • Customer due diligence for natural persons where we screen and manage the risk profile of ING’s private individual customers
  • Customer due diligence for companies where we screen and manage the risk profile of ING’s business customers

We are looking for a PL for Customer Due Diligence ( CDD) for natural persons and a PL for CDD for companies

As PL, you are familiar with the relationship between KYC CDD processes ( FEC Fatca and CRS) and E2E client processes. You are focused on achieving an optimal customer experience while designing a compliant process .

You set and monitor process performance indicators on the KYC CDD process, ensuring that the input, output and processes meets the desired quality, driven by operational KPI’s and INGs KYC Policy.

Quality on compliance is determined by the Global KYC Centre of Expertise. You work closely with other colleagues supporting the CPO and the Centre Of Expertise colleagues. Together with the PL and the CPO, the Centre of Expertise implements monitoring and reporting functionalities.

As PL, you ensure all documentation is up to date, shared and available for relevant parties, e.g. making sure the latest versions of the application, processes, the system manual, workplace instructions, training material, process performance reports and SLAs are incorporated and aligned.

As PL, you are an expert with a track record in delivering process management in multidisciplinary teams with complex objectives in a fast-moving challenging environment. Next to this, experience in the customer journeys of client on boarding and/or client maintenance and implementation of IT solutions is a must.

Overzicht functieomschrijving

As a Process Lead (PL):

  • You support the Tribe Lead in the creation of vision, strategy and the roadmap of Epics and Features to develop and improve the Global KYC Digital Service Platform processes;
  • You own the 1st line quality assurance processes where sampling testing is used to determine the quality of the output;
  • You are responsible for Compliancy and the throughput time of KYC processes, with a focus on the handling time (operational costs) and the agreement and alignment of these with CPO and Business Stakeholders;
  • You actively drive monitoring and reporting functionalities enabling ING to manage process performance in its broadest sense;
  • Together with other Squad members and other Squads, you are actively involved in the maintenance, development and realization of (new) products / services / functionalities for (end)users on the Global KYC Digital Service Platform;
  • You work with your colleague PLs from outside the KYC domain that are part of the end-to-end client processes to ensure all solutions and processes are effective, efficient and fit-for-purpose;
  • You are able to implement change and will, in case of an existing process, steer further development of a process by requesting new Epics, Features and Stories;
  • You conduct gap analysis and implement the change driven by the Centre of Expertise;
  • You set and monitor process performance indicators, ensuring that the input, output and processes meet the desired quality, based on KYC standards;
  • You apply your experience in marketing, strategic road mapping and adhering to target audiences in the fast-changing context of digital transformation;
  • As an expert, you will deliver all the necessary business know-how and skills within and across the squads to realise the squads shared purpose, day by day;
  • You are responsible for the development of craftsmanship – How a job should be done;
  • Hierarchically responsible for members of the chapter (~8-10 people).

Your key responsibilities:

As a Process Lead

  • You own the process vision for compliance and performance and incorporate this with the product visions;
  • You own the performance of the KYC processes and actively intervene when performance standards are not met. As such, you own the 1st line Quality assurance processes;
  • You drive KYC leadership around the KYC process in the banking sector;
  • You translate the voice of the customers into practical processes and complaints and ensure these are understood by the Squads;
  • You support the development, implementation and communication of the KYC platform roadmap;
  • You support the and sometimes define business requirements for the development of products and services in the KYC scope and play a supporting role in the Quarterly Business Review;
  • You are able to simplify processes and tell the story clearly to various international stakeholders;
  • You work with colleagues from the Global KYC Centre of Expertise, Second line and Local countries to ensure processes are compliant and fit-for-purpose;
  • You contribute to the ING One Agile Way of Working and safeguard the Orange Code;
  • You ensure compliance with ING’s policies and standards;
  • You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters, FO organisations, Local KYC activities and Service organisations;
  • You give and ask for constructive feedback;

We are looking for:

An inspiring, energetic & approachable KYC Process Lead, displaying the following behaviours:

  • A proactive, can-do, no surprises, positive mind-set;
  • Team player with outcome focus
  • Detail oriented when it comes down to compliancy and fears when it comes down to good customer experience
  • Experience in the area(s) of KYC, Client Onboarding, Client Maintenance, AML or Compliance;
  • Experience and affinity with working in IT (PEGA is a plus);
  • The ability to facilitate decision-making to drive complex design issues to a conclusion;
  • Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an international organisation with multiple functional lines and one hierarchical line, dealing with multiple (sometimes conflicting) interests;
  • A strong focus on understanding the business requirements and supportive data to build the target operating model design in line with INGs ambitions;
  • The ability to work successfully in multiple countries, taking into account different habits, beliefs, languages and time-zones, etc.;
  • The ability to display style flexibility to teams and adapt the plan, approach and behaviour to different needs, cultures and situations;
  • A strong resilience; the ability to navigate through ambiguity and simplify complexity without losing essence.

Proven track record and technical skills:

  • Master or bachelor degree;
  • Minimum of 5 - 10 years of working experience (depending on role specification and related seniority level);
  • A personality and the capabilities to optimally function within an Agile environment;
  • Experience/affinity with KYC and IT;
  • Experience in guiding and realising change;
  • Strong communicative, networking and influencing skills;
  • Proven experience in large consultancy initiatives with high impact;
  • Fluent in English speaking and writing.

For more information please contact Elwin Schotanus (elwin.schotanus@ing.com)

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: HBO/WO

Arbeidsvoorwaarden: Marktconform

Solliciteren

Meer vacatures

Vacatures