Contract & Service Management

In the Payment & Settlement Services (PSS) Business Unit of ING, we are looking for a Contract & Service manager. Reporting into the COO, you will be working across the full PSS organisation. Your work is related to all services we provide to ING locations globally, as well as the services we consume from ING Hubs, ING Locations like Belgium and External Vendors)

Your role and work environment 

ING’s Payments and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and services. The PSS will focus on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant and reliable. PSS is an independent unit, combining Tech, Products and Operations functions. The Business Unit is positioned within ING’s COO domain, reporting directly into ING’s Chief Operations Officer.  

The PSS is responsible for providing standardized payments and settlement services to multiple ING business lines globally (both Wholesale and Retail). With an ambition to also look for external commercialization of our payment platforms our service & contract management practice needs to be in perfect condition, consuming and providing services in a highly transparent manner.

Within the PSS, the Contract & Service Management team consists of two Contract & Service Managers (one located in Amsterdam, one located in Hubs) who manage the contracts and service agreements between the Payments Utility and its clients and providers (both Internal and External). You will be functionaly responsible leading PSS Service & Contract Management.

Responsibilities

As a Contract & Service Manager you:   

• Have a shared responsibility for defining the services offered towards the (internal) clients, including aggregating all components required and placing them into a gateway. 

• Ensure the financial setup (incoming and outgoing) meets the gateway requirements, and is setup in a cost-effective manner. 

• Have a shared responsibility for developing, maintaining the contracts and service level agreement for services delivered by the PSS towards its clients. 

• Provide expertise and support throughout the whole lifecycle of the contract. 

• Are responsible for ensuring contracts in your portfolio are properly embedded and aligned with relevant internal stakeholders, like Finance and Legal. 

• Are able to interpret and apply key financial indicators to improve the contract and service agreements in place 

• Are responsible for service management activities for the contracts in your portfolio, including periodic service review meetings and reporting on agreed KPI’s. 

• Are responsible for delivering an In Control Statement on the services delivered, towards the internal clients 

• Act as the day to day point of contact for your (internal) clients. 

• Act as a point of escalation, in case of disputes for the contracts in your portfolio. 

Competencies:

• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders. For example, shows a strong commitment to identifying all relevant issues and making decisions that maximize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions. 

• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For example, encourages coworkers and external partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do. 

• Manages complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, consistently looks at complex issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms. 

• Plans & Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For example, strengthens alignment and coordination between own work and others', providing well-sequenced activities and exact time frames. Foresees and resolves many potential bottlenecks and delays 

• Ensures accountability: Holds self and others accountable to meet commitments. For example, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments 

We are looking for:

an analytical thinker who uses data and facts to manage the services consumed and services delivered to the client. As such, you: 

• anticipate and balance the needs of multiple stakeholders and (internal) clients;

• work with Risk, Finance, Tax and Legal stakeholders, to make sure our contracts and services comply with regulation and policies;

• are an energetic, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the box and take accountability;

• communicate clearly and are able to tailor the communication mode to the intended audience;

• hold yourself and others accountable to meet commitments;

• plan and prioritize work to meet commitments aligned with our organizational goal.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. 

Furthermore, you have:

• Master or bachelor degree;

• 5+ years of relevant working experience;

• A personality and the capabilities to optimally function within an Agile environment;

• Experience/affinity with Product Area(s) and/or Payment products, Operations and IT is a plus.  

Rewards & benefits 

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.  

The benefits of working with us at ING include: 

• A salary indication tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. 

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!