Customer Journey Expert_Global Client Offboarding @ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca. 

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

The Mission

We are looking for a Global Process Lead Offboarding, accountable for the end-to-end performance and transformation of the Global Offboarding Process across Wholesale Banking.

Global Process Leads are accountable for optimising and standardising key daily banking domains, including Accounts & Reporting, Cash Management, Payments, Channels, Pricing & Billing, Onboarding, Offboarding, and Audit Letters. They drive end-to-end process performance, automation, and continuous improvement across countries and hubs, while fostering leadership and capability development within the process community.

The Global Client Offboarding team is a centralised function responsible for coordination of the end-to-end offboarding process.

The team:

• Executes CDD status changes in line with offboarding decisions
• Coordinate and monitor the E2E process for off-boarding with all stakeholders involved, from the moment the exit decision has been taken until it is properly and fully executed (including collecting evidence that all products/accounts have been properly closed), within the required timelines as outlined in the KYC policy.

• Present insight and clarity on the progress that is being made by the team to off-board clients during the end-to-end process.

Your day to day

• Own and drive the design, performance, and continuous improvement of the global end-to-end process, aligned with customer, business, and regulatory requirements;
• Steer process performance through data-driven insights and KPI governance;
• Accelerate and deliver process improvements across the full value chain;
• Lead stakeholder alignment in performance reviews, prioritisation, and implementation of improvements;
• Responsible for the development and improvement of the process/WPIs and procedures;
• Drive automation and standardisation, including process orchestration (e.g. PEGA);
• Provide data-driven support to the Offboarding management team.

What you’ll bring to the team

• Strong process management leader with experience in digital delivery and driving global process transformation;
• Proven track record in leading and implementing large-scale change and improving end-to-end processes;
• Strong ability to balance regulatory, operational, and client experience requirements;
• Self-starter and team player, able to take ownership and empower others to deliver;
• Experience in compliance and regulatory domains, with the ability to drive change in a complex stakeholder environment;
• International experience in complex organisations, with a strong understanding of ING’s processes, risks, and controls;
• Strong analytical, influencing, and learning capabilities;
• Resilient and confident, able to perform effectively under pressure and adapt to change;
• Strong stakeholder management skills, with the ability to drive alignment and secure buy-in across WB functions;
• Trusted sparring partner who communicates openly, provides, and acts on constructive feedback;
• Proven ability to influence senior stakeholders without direct authority;
• Education: Bachelor’s degree or Master’s degree.

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our website (make sure to scroll until you reach the Data Protection section/ Candidates tab).